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Why do I need to sign in with Amazon Connect?​

NEONNOW uses Amazon Connect to power its portal, users and contact center functionality. You must first be a user in Amazon Connect, set up with an email address and password before you're added to NEONNOW.

If you have not been set up in Amazon Connect by your Administrator, you will not be able to access NEONNOW.

Why is the sign in window not appearing?​

There are a few things you can try if the sign in window isn't appearing:

  • Give it a few more moments: sometimes it can take up to 15 seconds to see the sign in window
  • Ensure you have allowed popups for NEONNOW: if popups are blocked, they'll need to be enabled (Chrome | Edge)
  • Reload the page: sometimes a simple page reload can fix any issues
  • Contact your Administrator: your admin will make sure NEONNOW has been set up properly

Why do I need to open NEONNOW directly to enable notifications?​

When viewing NEONNOW in softphone mode inside another product or website, e.g. SalesForce, you may see a notification to open NEONNOW directly to enable notifications.

When displayed inside another website, we are not allowed to ask you for permission to send you notifications. However, if you access NEONNOW directly using the link provided, we are able to ask for your permission. After access is granted, NEONNOW can then send you notifications from within the website you normally access it from.

'Houston we have a problem' error screen

As per the on-screen guide, here's some things you can try to get you going:

  1. Making sure you’re signed in with the correct user. The user above should be the one you’re expecting.
  2. Making sure an admin has added you to NEONNOW.
  3. Clearing site data for NEONNOW - Microsoft Edge | Google Chrome.
  4. Signing in with a private/incognito window - Microsoft Edge | Google Chrome.
  5. Making sure cookies are enabled.
  6. Getting in touch with your Administrator.

Usually, this issue is due to teh

'WebRTC Error'

General PC Performance-Related Issues

Here are some common behaviors your agents may encounter when their workstations have insufficient resources:

  • The Amazon Connect login window popping up regularly during a session
  • Accepting or rejecting incoming tasks appears to do nothing, before the interaction shows as missed
  • General application freezing, delays or lag
  • Hearing the incoming ringtone playing but not seeing any tasks appear
  • Actions, such as closing tasks, taking longer than expected

Resolution: Ensure the PC has sufficient resources - CPU, Memory, Disk, and matches or exceeds the Minimum Workstation Requirements here. If the PC is running multiple line of business applications, then sufficient resources are required to run those applications as well as NEONNOW.