When you are marked as Available, you will receive contact center calls through your agent CCP. You can choose to answer or decline the call. You have 20 seconds to answer the call when it rings on your desktop before it is returned to the queue, and you are put in an unavailable mode.
Answering Inbound Calls:
When you answer an inbound call, your CRM tool will automatically display the customer account information if a match is found.
Ending the Call:
End Call:
Click End Call when you are ready to hang up.
Wrap-Up Mode:
After the call is completed, you will be put in wrap-up mode.
This mode will only be completed when you click Close Contact.
For the official AWS guide on this lesson you can visit https://docs.aws.amazon.com/connect/latest/adminguide/accept-calls.html