Create Lambda Stack

StackName

AWS Stack name

VPC_CIDR

This is the CIDR for your Virtual Private Cloud (VPC) on AWS.

Private_SubnetA_CIDR

The private subnet CIDR for the primary availability zone.

Private_SubnetB_CIDR

The private subnet CIDR for the secondary availability zone.

SecurityGroupID

The security group ID that has to be attached to the lambda functions.

Amazon Connect_InstanceARN

Amazon Connect ARN used for the Campaign Manager  application.

CFDomainName

This is the CF domain name that Campaign Manager  has shared with you.

AcqueonEC2RoleARN

This is the EC2 Role ARN of Campaign Manager .

Call_Recording_S3bucket_ARN

This is the Amazon Connect S3 bucket ARN where the call recordings are stored. This is required for the Lambda execution policy.

KinesisAgentStreamARN

The existing Agent Kinesis Data Streams.

Note:

Users must configure separate enhanced fan-out feature and include the required permissions for this feature.

KinesisCTRStreamARN

The existing CTR Kinesis Data Streams.

KinesisVideoStreamARN

Enter the existing Video Kinesis Data Streams.

IsTethered

If this is a tethered model, enter true; if non-tethered model, enter false.

IAM Role

2

Lambda Execution Role and  Amazon Connect Role.

Secret Manager

1

To store credentials for invoking Campaign Manager  APIs

Lambda Functions

6

• AECAgentStream Lambda - This lambda helps Campaign Manager  to update the current agent state in Amazon Connect. The lambda subscribes to the Agent State Kinesis Stream and sends the agent state through API requests.

• AECTetheredAgentStateUpdate - This lambda helps move the routable state if Agent State to Initiate Tethered Call is configured in the Campaign Manager  Dialer configuration.

• AECCTRStream Lambda - This lambda helps in updating the telephonic outcome for Progressive IVR calls. The lambda subscribes to the CTR Kinesis Stream and sends the CTR details through the API Request. This lambda initiates the S3RecordingSplitter.

• Get Customer Data - This lambda helps route the tethered call to the agent and retrieves the IVR Contact Flow details for the Progressive IVR (Native Amazon).

• S3RecordingSplitter - This lambda helps slice the Tethered Agent call recording file into separate recordings for the agent-handled customer calls.

• KVSCPA Lambda - This lambda helps to detect the CPA.

Note:

If you are using non-tethered model, only AECAgentStream and AECCTRStream Lambdas are created from the scripts.

Lambda Permissions

2

Lambda Permissions to invoke Lambda functions.

Lambda Event source Mapping

2

Agent Stream Lambda must be mapped to the Agent Kinesis and CTR Stream Lambda must be mapped to the CTR Stream.

StackName

AWS Stack name.

VPC_CIDR

This is the CIDR for your Virtual Private Cloud (VPC) on AWS.

Private_SubnetA_CIDR

Private subnet CIDR for the primary availability zone.

Private_SubnetB_CIDR

Private subnet CIDR for the secondary availability zone.

Public_SubnetA_CIDR

Public subnet CIDR for the primary availability zone.

Public_SubnetB_CIDR

Public subnet CIDR for the secondary availability zone.

Amazon Connect_InstanceARN

Amazon Connect ARN used for the Campaign Manager  application.

Acqueon_Endpoint

This is the CF domain name that Campaign Manager  has shared with you.

AcqueonEC2RoleARN

This is the EC2 role ARN of Campaign Manager.

Call_Recording_S3bucket_ARN

This is the  Amazon Connect  S3 bucket ARN where the call recordings are stored. This is required for the Lambda execution policy.

KinesisAgentStreamARN

The existing Agent Kinesis Data Streams.

KinesisCTRStreamARN

The existing CTR Kinesis Data Streams.

KinesisVideoStreamARN

Enter the existing Video Kinesis Data Streams.

IsTethered

If this is a tethered model, enter true; if non-tethered model, enter false.

VPC

1

VPC to deploy Lambda functions.

Subnet

4

Public and private subnets.

Route table Association

3

Route table association with private and public subnet.

NAT

2

NAT Gateway in Public subnet.

Security Group

1

Security group to map with lambda functions.

VPC Endpoint

3

Secret Manager, Lambda and S3 Endpoints.

IAM Role

2

Lambda Execution Role and Amazon Connect Role.

Lambda Functions

6

• AECAgentStream Lambda - This lambda helps Campaign Manager  to update the current agent state in Amazon Connect. The lambda subscribes to the Agent State Kinesis Stream and sends the agent state through API requests.

• AECTetheredAgentStateUpdate - This lambda helps move the routable state if "Agent State to Initiate Tethered Call" is configured in the Campaign Manager  Dialer configuration.

• AECCTRStream Lambda - This lambda helps in updating the telephonic outcome for Progressive IVR calls. The lambda subscribes to the CTR Kinesis Stream and sends the CTR details through the API Request. This lambda initiates the S3RecordingSplitter.

• Get Customer Data - This lambda helps route the tethered call to the agent and retrieves the IVR contact flow details for the Progressive IVR (Native Amazon).

• S3RecordingSplitter - This lambda helps slice the Tethered Agent call recording file into separate recordings for the agent-handled customer calls.

• KVSCPA Lambda - This lambda helps to detect the CPA.

Note:

If you are using non-tethered model, only AECAgentStream and AECCTRStream Lambdas are created from the scripts.

Lambda Permissions

2

Lambda Permissions to invoke Lambda functions.

Lambda Event source Mapping

2

Agent Stream Lambda should be mapped to the Agent Kinesis and CTR Stream Lambda should be mapped to the CTR Stream.

Secret Manager

1

To store credentials for invoking APIs.