If you have decided that Amazon Connect Global Resiliency is the appropriate deployment for you, ensure you adhere to the following pre-requisites before onboarding:
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Port all phone numbers you want to enable to be multi-region to Amazon Connect.
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You must have an existing production SAML 2.0-enabled Amazon Connect instance in a Region where Amazon Connect Global Resiliency is available. To confirm, see Global Resiliency availability by Region.
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It is recommended to onboard and test Amazon Connect Global Resiliency services in a test environment before onboarding production traffic.
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Request that ALL service quotas in the replica instance match the service quotas in the source instance: Create a service quota increase case in the AWS Management Console > Support.
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Ensure your Lambda functions across AWS Regions have the same name.
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Update your flows to replace any hardcoded Regions with a
$.AwsRegionor$['AwsRegion']parameter.Note
In the Invoke AWS Lambda function block,
$.AwsRegionis not allowed in the flowArn.To use
$.AwsRegion, you need to use a Set contact attributes block to set the flow, for example:flowIdKey:arn:aws:connect:$.AwsRegion:123456789012:instance/12345678-1234-1234-1234-123456789012/contact-flow/12345678-1234-1234-1234-123456789012Then later use that attribute key in the Invoke AWS Lambda function block as
${flowIdKey}.$.AwsRegionis supported only for Lambda ARN and Lex ARN. -
For Amazon Lex bots, you can do one of the following:
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Use Amazon Lex Global Resiliency to replicate bots across AWS Regions and retain the bot ID.
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Change your flows to branch based on the AWS Region where the flow is running. At flow runtime, these parameters are replaced with the Region where the flow is run, as shown in the following example.
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If you're using external voice transfer to an on-premise voice system, after you set up Amazon Connect Global Resiliency, there are additional steps. See Set up Amazon Connect Global Resiliency for external voice transfer.
