I recently attended a partner training session for the Amazon Connect product. This pay as you go call center product has the potential to disrupt the call center industry as it matures. You can build a fully functional call center in minutes using this product. I really enjoyed this class and I recommend it to Amazon partners and customers.
The class was hosted by Angela Krisinger and Milos Cosic and they were absolutely wonderful instructors.
Overview of Amazon Connect:
- Announced in March of 2016 at Enterprise Connect https://www.nojitter.com/post/240172527/aws-announces-amazon-connect
- Amazon created it to meet their contact center needs and internally called GACD or Global Automatic Call Distribution
- Amazon's internal product also supports messaging, so expect that as a future feature
- Lex Chatbots are based upon Amazon Alexa's backend services, so the call center is AI ready
- Connect user Polly for Text to speech
- Lambda is used for all function calls and supports various programming languages
- DynamoDB is typically used for a Database, but many other options are available
- S3 and Glacier are the storage medium
- Quick Starts are easy integrations that AWS makes publicly available for use. They use CloudFormation to quickly deploy code, set permissions, and build infrastructure. https://aws.amazon.com/quickstart/connect/
- Amazon Connect is an "API first" platform, but many features have not been exposed as of yet.
- The connect softphone interface is WebRTC based
- There is NO support for SIP endpoints
- There is NO support for BYOT, but they do support agents logging into a desk/cell phone via a PSTN number
- All numbers use E.164 format in the platform
- Call Recording is supported out of the box and does 3 options for recording
- Agent Only
- Customer Only
- Both
- Support for many compliance standards including GDPR
Lab exercises (modules) or this course. Make sure that you have full access to the
following AWS services: Amazon Connect, Amazon S3, AWS Lambda, Amazon
DynamoDB, Amazon Polly and Amazon Lex. AWS CLI is also required, installed and
configured in advance. The instructions are given in the following section.
During the course, we are going to use us-east-1 region for all Lab exercises
(modules). This is mandatory as all required services are available in this region.
AWS Command Line Interface (CLI)
Permissions
You will need to give Amazon Connect permission to execute your AWS Lambda
functions. This action is performed through the AWS CLI. You will need to have the
AWS CLI installed and configured through the aws configure command.
Note: please be sure to configure the AWS CLI for the same region as your Amazon
Connect instance, in our case us-east-1.
For AWS CLI installation instructions, please reference:
http://docs.aws.amazon.com/cli/latest/userguide/installing.html
For AWS CLI configuration instructions, please reference:
http://docs.aws.amazon.com/cli/latest/userguide/cli-chap-getting-started.html
Creating Crypto Keys
To configure AWS CLI, you need an Access Key, which consists of an Access Key ID
and Secret Access Key. If you don’t have access keys, you can create them by using
AWS IAM from your AWS Management Console.
Note: We recommend that you use IAM access keys instead of AWS root account access
keys. To create access keys, you must have permissions to perform the required IAM
actions.
To obtain your access keys:
1. Open the IAM console
2. In the navigation pane, choose Users
3. Choose your IAM User Name (not the checkbox)
4. Choose the Security Credentials tab and then choose Create Access Key
5. To see your access key, choose Show User Security Credentials. Your
credentials will look something like this:
a. Access Key ID: AKIAIOSFODNN7EXAMPLE
b. Secret Access Key: wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY
6. Choose Download Credentials, and store the keys in a secure location
Your secret key will no longer be available through the AWS Management Console;
you will have the only copy. Keep it confidential in order to protect your account, and
never email it. Do not share it outside your organization, even if an inquiry appears to
come from AWS or Amazon.com. No one who legitimately represents Amazon will
ever ask you for your secret key.
Using AWS Lambda to grant permissionsOptionally, you can use a Lambda function to grant permissions for Amazon Connect
to Invoke another Lambda Function. In this case, AWS CLI is not required. Please
implement this Lambda function in advance.
1. Open the AWS Console
2. Select US East (N. Virginia) region
3. Select AWS Lambda from services menu
4. Select Create function
5. Select Author from scratch
6. Name: AmazonConnect_GrantPermission
7. Runtime: Node.js 6.10
8. Role: Create a custom role
9. In the pop-up form, set Role Name:
Lambda_AmazonConnect_GrantPermission
10. Expand View Policy Document
11. Select Edit
12. Edit the policy by adding “lambda:AddPermission”
13. Review the form and select Create function
14. Below is sample code for the Lambda function:
15. Save the function
16. You can test you function by creating a test event payload, with the function
name:
17. At this point, your Lambda function would fail, as “TestLambdaFunction”
function does not exist yet. We are going to use this event, with proper
function name, later in the Lab exercises.
Once Prerequisites are complete begin lab...
Begin Lab Here
AWS Connect Lab (PDF)
Table of Contents
Introduction .........................................................................................................................4
Case Study ...........................................................................................................................5
Hands-on Module 1: Amazon Connect basic setup ..........................................................6
Create your Amazon Connect instance ..........................................................................6
Amazon Connect Queues and Routing Profiles ..........................................................15
Contact Flow Design ......................................................................................................17
Permissions ....................................................................................................................19
Receive the First Call......................................................................................................26
Hands-on Module 2: Amazon Connect Dynamic Contact Flow .....................................28
AWS Lambda role and policy for Amazon DynamoDB access ...................................28
Creating and configuring the DynamoDB table ..........................................................30
AWS Lambda Integration ..............................................................................................31
Giving Amazon Connect permission to invoke your Lambda function ......................39
Employee Authentication Contact Flow.......................................................................41
Hands-on Module 3: Amazon Connect and Amazon Lex ...............................................56
Build your Lex bot ..........................................................................................................57
Integrate Your Lex Bot with Amazon Connect ............................................................65
Testing it all together ....................................................................................................73
Hands-on Module 4: Amazon Lex Enhanced ...................................................................74
Build your Lambda function..........................................................................................74
Creating and configuring the DynamoDB table ..........................................................79
Reconfigure your Lex bot .................................................................................................79
Read booking price in your Amazon Connect Contact Flow ..............................................84
Testing it all together ....................................................................................................85
Adding Lex Variables to your Contact Flow .................................................................85
Hands-on Module 5 – Send a SMS Confirmation ............................................................87
AWS Lambda role and policy for AWS SNS Publish ....................................................87
Giving Amazon Connect permission to invoke your Lambda function ......................92
Update Amazon Connect Contact Flow .......................................................................94
Hands-on Module 6 – Integrate CCP into a custom web page .................................... 100
Amazon Connect Streams .............................................................................................. 101
Getting Started – Downloading Streams ........................................................................ 105
Initialization ................................................................................................................... 105
Event Subscription ......................................................................................................... 106
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Page 3 of 116
Amazon Connect Bootcamp Lab Guide v2.0
Simple – Serverless – Custom CCP.................................................................................. 106
Hands-on Module 7 – Trying it all Together .................................................................. 116
Additional Link to examples:
https://www.connectdemo.com/index.html
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