Configure Amazon Connect for Acqueon integration

Amazon Connect assume role permission

Request permission to assume a role in Amazon Connect to use specific APIs and increase the API request limit due to a higher number of agents.

APIs required:

• connect:GetContactAttributes

• connect:UpdateContactAttributes

• connect:StopContact

• connect:GetMetricData

• connect:GetCurrentMetricData

• connect:ListPhoneNumbers

• connect:ListRoutingProfileQueues

• connect:ListQueues

• connect:ListUsers

• connect:ListAgentStatuses

• connect:ListRoutingProfiles

• connect:ListPrompts

• connect:ListContactFlows

• connect:StartOutboundVoiceContact

• connect:CreatePredefinedAttribute

• connect:ListUserProficiencies

• connect:AssociateUserProficiencies

• connect:DisassociateUserProficiencies

• connect:DescribePredefinedAttribute

• connect:UpdatePredefinedAttribute

Note:

Applies only to non-tethered integration. Admin must add permissions manually.

Amazon Connect contact flow updates

Request to import and apply the following Acqueon contact flows in Amazon Connect:

• Tethered Model

• Tethered Model - Disconnect Flow

• Non-Tethered Model

• Non-Tethered Model for Service Cloud Voice

Amazon Connect identity provider configuration

To authenticate Acqueon Workspace users through Acqueon Cognito Authentication, provide the Amazon Connect identity provider metadata.xml file. This file contains the configuration required to establish a secure and trusted connection between Amazon Connect and Acqueon’s authentication system.

Key contents:

• Entity ID: Identifies the Amazon Connect instance.

• Single sign-on (SSO) endpoint: URL for SSO login requests.

• Assertion consumer service (ACS) URL: URL for receiving SSO assertions.

Note:

The metadata file is essential to configure the identity provider for user authentication through Acqueon Cognito.