Amazon Connect
Administrator Guide

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Create a Virtual Contact Center Instance

The first step in setting up your Amazon Connect contact center is to create a virtual contact center instance. Each instance contains all the resources and settings related to your contact center.

You might want to create multiple contact center instances, for example, one as a Sandbox for development, another for QA, and a third for Production. Settings, users, metrics, and reporting aren't shared among instances.

Each instance functions only within the AWS Region in which you create it.

Create an Instance

The first time you launch Amazon Connect the setup wizard will guide you through the process of setting up your first instance. For instructions for that process, see Get Started with Amazon Connect.

To create another instance

  1. In the AWS Management Console, choose Amazon Connect.

  2. Choose Add an instance.

  3. Complete the steps on the Amazon Connect resource configuration page. For instructions see Get Started with Amazon Connect.

Update Instance Settings

To update the instance settings, open the Amazon Connect console, choose the name of the instance from Instance Alias, and complete the following procedures.

To update the telephony options

  1. In the navigation pane, choose Telephony.

  2. (Optional) To enable customers to call into your contact center, choose I want to handle incoming calls with Amazon Connect.

  3. (Optional) To enable outbound calling from your contact center, choose I want to make outbound calls with Amazon Connect.

  4. Choose Save.

To update the data storage settings

  1. In the navigation pane, choose Data storage.

  2. (Optional) To specify the bucket and KMS key for recordings of conversations, choose Call recordings, Edit, specify the bucket name and prefix, select the KMS key by name, and then choose Save.

  3. (Optional) To enable live media streaming, choose Live media streaming, Edit. For more information, see Capture Customer Audio: Live Media Streaming.

  4. (Optional) To specify the bucket and KMS key for exported reports, choose Exported reports, Edit, specify the bucket name and prefix, select the KMS key by name, and then choose Save.

To enable data streaming

  1. In the navigation pane, choose Data streaming.

  2. Choose Enable data streaming. For more information, see Enable Data Streaming.

  3. For Contact Trace Records, do one of the following:

    • Choose Kinesis Firehose and select an existing delivery stream, or choose Create a new Kinesis firehose to open the Kinesis Firehose console and create the delivery stream.

    • Choose Kinesis Stream and select an existing stream, or choose Create a new Kinesis firehose to open the Kinesis console and create the stream.

  4. For Agent Events, select an existing Kinesis stream or choose Create a new Kinesis stream to open the Kinesis console and create the stream.

  5. Choose Save.

To update the contact flow settings

  1. In the navigation pane, choose Contact flows.

  2. (Optional) To add a signing key for use in contact flows, choose Add key. For more information, see Encrypt Customer Input.

  3. (Optional) To integrate with Amazon Lex, select a Lex bot. For more information, see Add an Amazon Lex Bot.

  4. (Optional) To integrate with AWS Lambda, select a Lambda function. For more information, see Invoke Lambda Functions.

  5. (Optional) To enable contact flow logs, choose Enable contact flow logs. For more information, see Contact Flow Logs.

Enable Data Streaming

You can export contact trace records (CTRs) and agent events from Amazon Connect and perform real-time analysis on contacts. Data streaming sends data to Amazon Kinesis.

If you enable server-side encryption for the Kinesis stream you select, Amazon Connect cannot publish to the stream because it does not have permission to call kms:GenerateDataKey so that it can encrypt data sent to Kinesis. To work-around this, enable encryption for recordings of conversations or scheduled reports, create a customer master key (CMK) to use for encryption, and then choose the same CMK for the Kinesis data stream that you use for scheduled reports or recordings of conversations. For more information, see Creating Keys in the AWS Key Management Service Developer Guide.

Log in as Administrator

A user assigned to the Admin security profile can log in to the instance with full administrator permissions from the Amazon Connect console. This can be helpful if you forget the password for the administrator account. Users assigned to other security profiles, such as Agent, don't have the permissions required to log in with administrator permissions.

To log in with administrator permissions

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

  2. Choose the name of the instance from the Instance Alias column.

  3. In the navigation pane, choose Overview.

  4. Choose Log in as administrator.

  5. When prompted, enter your password and choose Sign In.

To log out

To log out of your instance, go to the title bar at the top of the screen and select the icon with the arrow (Log out) that appears next to your user name.

Delete Your Instance

If you no longer want to use an instance, you can delete it. When you delete an instance, the phone number claimed for the instance is released. You lose all settings, data, metrics, and reports associated with the instance.

Important

You cannot undo the deletion of an instance or restore settings or data from the instance after it is deleted.

To delete an instance

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

  2. Select the check box for the instance and choose Remove.

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