Set up Lambda functions

Acqueon updated its Lambda integration to replace basic authentication (used before version Version 4.2.1.2504) with OAuth authentication. This update uses AWS API Gateway and AWS Cognito, starting in version 2501.

Flow Overview

If the system already uses the following Lambda functions, deactivate them:

• AECAgentStream

• AECCTRStream

Configure the following Lambda functions:

• Acqueon_AgentState

• Acqueon_CTR

• Acqueon_GetCustomerDetails

Set up Acqueon_AgentState

The Acqueon_AgentState Lambda function manages agent state changes. It subscribes to the AgentStream Kinesis stream, processes agent state updates in real time, and sends updates to the Acqueon platform via API requests.

Note:

This function is required for both tethered and non-tethered integrations with Amazon Connect.

1. Create a new Lambda function named Acqueon_AgentState.

2. Set the runtime to Node.js 22.x and architecture to x86_64.

3. Upload the Acqueon_AgentState.zip file provided by Acqueon.

4. From the dropdown list, select the AWS Layer and the applicable Version. Create a layer using the latest AWS Parameters and Secrets Lambda extension.

5. Configure the following environment variables:

   Key	Description
   cognito_domain	The domain for AWS Cognito. Provided by Acqueon.
   api_gateway_domain	The domain name of the API Gateway used for integration. Provided by Acqueon.
   secretkey_name	Name of the The name of the secret stored in Secrets Manager.
   stage	Provided by Acqueon
   version	Provided The integration version. Provided by Acqueon.
   IsHttpProxyEnabled	A value (true or false) to indicate whether proxy communication is activated. The default value is False.
   HttpProxyHost	The IP address or host name of the proxy server.
   HttpProxyPort	The port number used to connect to the proxy server.

6. Create a new Kinesis stream trigger and attach it to the Amazon Connect Agent state stream.

7. In Additional settings, add the following filter criteria to the trigger:

   {
     "data": {
       "EventType": ["LOGIN", "STATE_CHANGE", "LOGOUT"]
     }
   }

8. In the Additional settings, set the Maximum Retry attempts to 3 and the Maximum Record of Age to 100.

9. Ensure the Lambda execution role has access to Secrets Manager.

Set up Acqueon_CTR

The Acqueon_CTR Lambda function processes Contact Trace Records (CTR). It subscribes to the CTR Kinesis stream, captures contact-related events, and sends the CTR data to the Acqueon platform through API requests.

Note:

This function is required for both tethered and non-tethered integrations with Amazon Connect

Steps to create the function

1. Create a new Lambda function named Acqueon_CTR.

2. Set the runtime to Node.js 22.x and the architecture to x86_64.

3. Upload the Acqueon_CTR.zip file provided by Acqueon.

4. Create a layer using the latest AWS Parameters and Secrets Lambda Extension.

5. Configure the following environment variables:

   Key	Description
   cognito_domain	The domain for AWS Cognito. Provided by Acqueon.
   api_gateway_domain	The domain name of the API Gateway used for integration. Provided by Acqueon.
   secretkey_name	Name of the The name of the secret stored in Secrets Manager.
   stage	Provided by Acqueon
   version	Provided The integration version. Provided by Acqueon.
   RECORD_SPLIT_LAMBDA_NAME	The name of the Lambda function that slices Amazon Connect recordings. Provided by Acqueon.
   AWS_REGION_ID	The AWS Region where the recording split Lambda function is hosted.
   IsHttpProxyEnabled	A value (true or false) to indicate whether proxy communication is activated.
   HttpProxyHost	The IP address or host name of the proxy server.
   HttpProxyPort	The port number used to connect to the proxy server.

6. Create a new Kinesis stream trigger and attach it to the Amazon Connect CTR stream.

7. Ensure the Lambda execution role has access to Secrets Manager.

Set up Acqueon_GetCustomerDetails

The Acqueon_GetCustomerDetails Lambda function supports call routing by retrieving IVR contact flow details. This function is used in Progressive IVR and call transfer scenarios. It interacts with the Campaign Manager to obtain customer information, which helps determine whether to route the call to an agent or an IVR flow.

Note:

This function is required only for tethered integrations with Amazon Connect.

Steps to create the function

1. Create a new Lambda function named Acqueon_GetCustomerDetails.

2. Set the runtime to Node.js 22.x and the architecture to x86_64.

3. Upload the Acqueon_GetCustomerDetails.zip file provided by Acqueon.

4. Create a layer using the latest AWS Parameters and Secrets Lambda Extension.

5. Configure the following environment variables:

   Key	Description
   cognito_domain	The domain for AWS Cognito. Provided by Acqueon.
   api_gateway_domain	The domain name of the API Gateway used for integration. Provided by Acqueon.
   secretkey_name	Name of the The name of the secret stored in Secrets Manager.
   stage	Provided by Acqueon
   version	Provided The integration version. Provided by Acqueon.
   IsHttpProxyEnabled	A value (true or false) to indicate whether proxy communication is activated.
   HttpProxyHost	The IP address or host name of the proxy server.
   HttpProxyPort	The port number used to connect to the proxy server.

6. Go to Amazon Connect > Instance > Flows > AWS Lambda, and add the required Lambda function.
   

7. Update the AEC Master CPA flow to use the newly added Lambda function.
   
   

8. Verify that the Lambda execution role has access to AWS Secrets Manager.

9. Make sure the following Lambda functions are also available. These do not require changes:

   1. S3RecordingSplitter

   2. KVSCPA

   3. AECTetheredAgentStateUpdate