Update instance settings - Amazon Connect

Update instance settings

To update the instance settings:

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

  2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Amazon Connect URL. The following image shows the Amazon Connect virtual contact center instances page, with a box around the instance alias.

    
                        The Amazon Connect virtual contact center instances page, the instance
                            alias.
  3. Complete the following procedures.

Update telephony options

  1. In the navigation pane, choose Telephony.

  2. To enable customers to call into your contact center, choose Receive inbound calls with Amazon Connect.

  3. To enable outbound calling from your contact center, choose Make outbound calls with Amazon Connect.

  4. To enable outbound campaigns, choose Enable outbound campaigns.

  5. By enabling early media audio, your agents can hear pre-connection audio such as busy signals, failure-to-connect errors, or other informational messages from telephony providers, when making outbound calls. Choose Enable early media.

    Note

    The early media feature is not supported for transfers that are dialed through the Transfer to phone number block in flows.

  6. By default, you can have three participants on a call (for example, two agents and a customer, or an agent, a customer, and an external party). To enable multi-party calls with more participants, choose Enable up to six parties on a call. This feature is only available in CCPv2.

  7. Choose Enable Multi-Party Calls and Enhanced Monitoring. This setting is required to use the barge capabilities.

    To enable barge for chats, you must also choose Enable Barge and Enhanced Monitoring for Chat.

    For more information, see Barge live voice and chat conversations.

  8. Choose Save.

Update data storage

  • In the navigation pane, choose Data storage. Choose the following:

    • Call recordings: Choose Edit, specify the bucket and KMS key for recordings of voice conversations, and then choose Save.

      When this bucket is created, call recording is enabled at the instance level. The next step for setting up this functionality is to set up recording behavior in a flow.

    • Chat transcripts: Choose Edit, specify the bucket and KMS key for recordings (transcripts) of chat conversations, and then choose Save.

      When this bucket is created, chat transcripts are enabled at the instance level. Now all chat transcripts will be stored here.

    • Live media streaming: Choose Edit to enable live media streaming, choose Edit. For more information, see Set up live media streaming of customer audio.

    • Exported reports: Choose Edit, specify the bucket and KMS key for exported reports, and then choose Save.

    • Attachments: Choose Edit, then Enable Attachments sharing to enable file sharing for both agents and customers. For more information about this option and additional steps, see Enable attachments to share files using chat and upload files to cases.

    • Contact evaluations: Choose Edit, specify the bucket and KMS key for performance evaluations, and then choose Save.

      When this bucket is created, evaluations are enabled at the instance level. The next step for setting up this feature is to create an evaluation form.

    • Screen recordings: Choose Edit, specify the bucket and KMS key for recordings of agent screens, and then choose Save.

      When this bucket is created, screen recording is enabled at the instance level. The next step for setting up this functionality is to download and install the agent app, and then enable screen recording in the Set recording and analytics behavior block. For more information, see Enable screen recording.

Update data streaming options

  1. In the navigation pane, choose Data streaming.

  2. Choose Enable data streaming. For more information, see Enable data streaming for your instance.

  3. For Contact 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.

Update analytics tools options

  1. In the navigation pane, choose Analytics tools.

  2. Choose Enable Contact Lens. For more information, see Analyze conversations using conversational analytics.

  3. Choose Save.

Update flow settings

  1. In the navigation pane, choose Flows.

  2. (Optional) To add a signing key for use in 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 to Amazon Connect.

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

  5. (Optional) To enable flow logs, choose Enable flow logs. For more information, see Track events as customers interact with flows.

  6. (Optional) To use the best available voice from Amazon Polly, choose Use the best available voice. For more information, see Amazon Polly best sounding voice.

  7. (Optional) Use the voices available in Amazon Polly.