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Amazon Connect
Administrator Guide

Getting Started with Amazon Connect

An Amazon Connect instance is the starting point for your contact center. When your instance has launched, you can edit the resource configuration settings, which include data storage, integration with CRM systems, and analytics. Then, you can launch your instance from the AWS Management Console, follow the onboarding steps, and begin using your contact center.

Part of this tutorial refers to the Amazon Connect Contact Control Panel (CCP). The CCP is built in to the Amazon Connect Contact Center Manager (CCM). After you have claimed and tested your number, you can start using the CCP immediately. For more information, see Using the Contact Control Panel in the Amazon Connect User Guide.

To get started with using Amazon Connect, you first create an instance, which is the basis of your contact center. You can edit your instance's resource settings in the AWS Management Console. After your instance has been created, it is accessible through a unique URL, which is used by agents, administrators, and managers to open the CCM and access the CCP. For more information, see How Amazon Connect Works.

Before You Begin

When you sign up for Amazon Web Services (AWS), your AWS account is automatically signed up for all services in AWS, including Amazon Connect. You are charged only for the services that you use.

If you have an AWS account already, skip to the next task. If you don't have an AWS account, use the following procedure to create one.

To create an AWS account

  1. Open https://aws.amazon.com/, and then choose Create an AWS Account.

  2. Follow the online instructions.

    Part of the sign-up procedure involves receiving a phone call and entering a PIN using the phone keypad.

Create an Amazon Connect Instance

You can create or add an instance as follows. These steps are intended to help you get started quickly; some advanced settings are not be included.

To create an Amazon Connect instance

  1. Open the Amazon Connect console at https://console.aws.amazon.com/connect/.

  2. Choose Add an instance.

  3. For the Identity management step, choose Store users within Amazon Connect and type a domain name to complete Access URL. This domain is used in your contact center URL and cannot be changed. Choose Next step.

  4. For the Administrator step, you can choose to add an administrator from your directory, create a new administrator, or skip this step for now and add an administrator later on.

  5. For the Telephony options step, indicate whether you'd like your contact center to accept calls, make calls, or both. You can set the user permissions within the Amazon Connect web application. The telephone number options are provided after setup.

  6. For the Data storage step, you can keep the default settings or choose Advanced settings in order to customize settings. For more information, see Data Storage.

  7. For the Review and create step, review your settings and then choose Create instance.

    Important

    This is the only time you can change the directory and domain name settings—you can edit any other setting later on.

  8. After your instance is created, choose Get started to select and test a phone number. Users can access Amazon Connect using the provided URL.

  9. Provide your users with their usernames and passwords so that they can log in and begin accepting and making calls. For more information, see the Amazon Connect User Guide.

  10. (Optional) Continue to configure your instance. For more information, see Configuring Your Amazon Connect Instance.

Integrate with Your CRM

You can integrate Amazon Connect into the Salesforce and Zendesk CRMs. Integration allows you to launch your contact center in your CRM of choice, maintain your existing user base, and use the Amazon Connect cloud-based infrastructure.

Visit Amazon Connect Contact Streams to integrate the Contact Control Panel (CCP) into your CRM. When completed, add the origin URLs to your instance settings. This enables communication between Amazon Connect and your CRM. For more information, see Application Integration.

Delete Your Amazon Connect Instance

You can delete an Amazon Connect instance if you no longer wish to use it. Any directories, buckets, or administrators that are associated with the instance are also deleted.

Important

This operation cannot be canceled or undone.

To delete an Amazon Connect instance

  1. Open the Amazon Connect console at https://console.aws.amazon.com/connect/.

  2. Select the checkbox for the instance.

  3. Choose Remove.

  4. When prompted, type the name of the instance and choose Remove.