Amazon Connect
Administrator Guide

What Is Amazon Connect?

Amazon Connect is a cloud-based contact center solution. Amazon Connect makes it easy to set up and manage a customer contact center and provide reliable customer engagement at any scale. You can set up a contact center in just a few steps, add agents from anywhere, and start to engage with your customers right away.

Amazon Connect provides rich metrics and real-time reporting that allow you to optimize contact routing. You can also resolve customer issues more efficiently by putting customers in touch with the right agents. Amazon Connect integrates with your existing systems and business applications to provide visibility and insight into all of your customer interactions. Amazon Connect requires no long-term contracts, and you pay only for what you use.

Amazon Connect Instances

To create an Amazon Connect contact center, you create an Amazon Connect instance. Each instance contains all of the resources and settings related to your contact center. You can manage settings for your instance from the Amazon Connect console. You can manage settings for your contact center from within your contact center. You can create multiple instances, but each instance functions only within the AWS region in which you create it. Settings, users, metrics, and reporting are not shared between Amazon Connect instances.

Identity Management

When you create an Amazon Connect instance, you must choose how you want to manage your Amazon Connect users. Permissions to access Amazon Connect features and resources, such as opening the contact control panel (CCP), placing calls, or creating reports, are assigned to user accounts within Amazon Connect. You can choose from the following three options for identity management:

  • Store users in Amazon Connect.

  • Link to an existing directory using AWS Directory Service.

  • Use SAML 2.0-based authentication to federate with your Amazon Connect instance and enable single sign-on.

To learn more about identity management in Amazon Connect, see Plan for User and Identity Management.

Amazon Connect Administrator

Amazon Connect administrators set permissions, manage and generate metrics, add users, and configure all aspects of your contact center. You can grant or deny different types of permissions by assigning security profiles in Amazon Connect.

Secure Storage and Data Integrity

Secure storage and data integrity are an important part of managing recorded calls. Customer calls are recorded in real time and can contain sensitive information.

By default, AWS creates a new Amazon S3 bucket during the configuration process, with built-in encryption. You can also use existing S3 buckets. There are separate buckets for call recordings and exported reports, and they are configured independently. Amazon Connect has full access and control over recordings, allowing for custom retention policies. The customizable metrics reports published into Amazon S3 can be processed using the Amazon S3 API or AWS Lambda. Integrate the reports with external systems such as workforce management and business intelligence tools.

Note

We recommend that you keep the default settings for encryption.

The following security measures are supported:

  • AWS Key Management Service—AWS KMS is a powerful, managed service that gives you complete control over your encryption keys. A default AWS KMS key is provided.

  • ARN/ID—You can use an ARN/ID instead of an AWS KMS master key. This is an advanced option and should be attempted only if you are confident of the changes that you're going to make.

Supported Browsers

Before you start working with Amazon Connect, use the following table to verify that your browser is supported.

Browser Version Check your version

Google Chrome

Latest 3 versions

Open Chrome and type chrome://version in your address bar. The version is in the Google Chrome field at the top of the results.

Mozilla Firefox ESR

Latest 3 versions

Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed underneath the Firefox name.

Mozilla Firefox

Latest 3 versions

Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed underneath the Firefox name.

Service Limits

The following table provides the default limits for new Amazon Connect instances. Because the limits have been adjusted over time, the limits in place for your account may be different than the limits described here. There may even be differences between the instances created for your account. For example, if you created an instance when the default limit for concurrent active calls was 10, the limit is 10 concurrent active calls. If you create a new instance today, the limit for the instance is 100 concurrent active calls. For API request limits, see Amazon Connect API Throttling Limits

To start, you can create five instances per AWS account in each of AWS Regions where Amazon Connect is available. If you need more instances, or an change to a service limit, request an change using the Amazon Connect service limits increase form. You must be signed in to your AWS account to access the form.

Use the same form to submit a request to port your US phone number from your current carrier to Amazon Connect. For more information about porting phone numbers, see Port Your Current Phone Number.

There is also a service limit for the countries to which you can place outbound calls from your instance. If you already have an instance, the countries that you are allowed to call may be different that those listed in the following table because we have changed the service limits over time. You can submit a service limit increase request to allow calling to additional countries, or to limit the countries that you can call from your instance.

Note

Amazon Connect is not available to customers in India using Amazon Web Services through Amazon Internet Services Pvt. Ltd (AISPL). You will receive an error message if you try to create an instance in Amazon Connect.

Item Default limit

Amazon Connect instances per account

5

Users per instance

500

Phone numbers per instance

10

Queues per instance

50

Queues per routing profile

50

Routing profiles per instance

100

Hours of operation per instance

100

Quick connects per instance

100

Prompts per instance

500

Agent status per instance

50

This limit cannot be increased.

Security profiles per instance

100

Contact flows per instance

100

Agent hierarchy groups per instance

50

Reports per instance

500

Scheduled reports per instance

50

Concurrent active calls per instance

100

Phone Number Porting

You can port your US phone numbers from your current carrier to Amazon Connect. For information about how to port your phone number, see Port Your Current Phone Number.

Country code whitelisting for Outbound Calls You can place calls to the following dialing codes when you create a new instance:
  • Australia

  • Canada

  • China

  • Germany

  • Hong Kong

  • Israel

  • Japan

  • Mexico

  • Singapore

  • Sweden

  • United States

  • United Kingdom †

† UK numbers with a 447 prefix are not allowed by default. Before you can dial these UK mobile numbers, you must submit a service limit increase request.

Amazon Connect API Throttling Limits

When you use the Amazon Connect API, the number of requests per second is limited to the following:

  • For the GetMetricData and GetCurrentMetricData operations, a RateLimit of 5 requests per second, and a BurstLimit of 8 requests per second.

  • For all other operations, a RateLimit of 2 requests per second, and a BurstLimit of 5 requests per second.

The following services are used with Amazon Connect:

  • AWS Directory Service—AWS Directory Service for Microsoft Active Directory (Enterprise Edition) enables your directory-aware workloads and AWS resources to use managed Active Directory in the AWS Cloud. Amazon Connect user and identity management is based on this service.

  • Amazon S3—Amazon Connect uses Amazon Simple Storage Service (Amazon S3) to store data from Amazon Connect, such as call recordings and metrics reports.

  • AWS Lambda—Lambda allows you to build and run code quickly without provisioning or managing servers. In Amazon Connect, you can invoke functions in a contact flow. You can build Lambda functions that communicate with your internal systems, such as retrieving the status of an order. You can then use the values returned from the function in your contact flows to personalize the customer experience.

  • Amazon Lex—Amazon Connect integrates with Amazon Lex to provide conversational interfaces using voice and text. Amazon Lex provides automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the customer intent. For more information, see the Amazon Lex Developer Guide.

  • Kinesis—Amazon Connect integrates with Kinesis as the platform for streaming contact trace records (CTR) and agent event streams data. The data is published to Kinesis in JSON format, and include details about contacts and agent activities in your contact center. You can use the data stream to publish CTRs to Amazon Redshift (an AWS data warehouse service) or your custom data warehouse systems. You can then enable detailed analysis and reporting on your contact center data. You can use Amazon QuickSight (a cloud-powered business analytics service) or your own BI tools to build powerful visualizations on top of synthesized data. Additionally, this data can be streamed to Elasticsearch to query on this data using a convenient visual interface. For more information, see the Amazon Kinesis Data Streams Developer Guide.

    Note

    Amazon Connect does not support publishing data to streams for which server-side encryption is enabled.

  • Amazon CloudWatch—Amazon Connect integrates with CloudWatch to provide you with real-time operational metrics for your contact center. Metrics include total calls per second, calls rejected and throttled, percentage of concurrent calls, failed / missed calls count (errors, bad number/address, busy/line engaged), and contact flow errors. You can set up monitors on these metrics in order to stay on top of the health of your contact center. For more information, see Monitoring Amazon Connect in Amazon CloudWatch Metrics.

  • AWS Identity and Access Management—The AWS Management Console requires your user name and password to determine whether you have permission to access its resources. You should not use root credentials to access AWS because root user credentials cannot be revoked or limited in any way. Instead, we recommend that you create an IAM user and add the user to an IAM group with administrative permissions. You can then access the console using the IAM user credentials. For more information, see the IAM User Guide.

    If you signed up for AWS but have not created an IAM user for yourself, you can create one using the IAM console. For more information, see Create Individual IAM Users in the IAM User Guide.

  • AWS Key Management Service—Amazon Connect is integrated with AWS KMS to protect your customer data. Key management can be performed from the AWS KMS console. For more information, see What is the AWS Key Management Service in the AWS Key Management Service Developer Guide.