Amazon Connect

Enter the following details

1. Enter a Name for this configuration. The name cannot be longer than eight characters.

2. Enter a Description for the configuration.

3. Enter the Amazon Connect Instance ID. Instance ID is part of Instance ARN. For example, if Instance ARN is arn:aws:connect:us-east-1:01234:instance/11111-0000-1111-0000-1111, where 11111-0000-1111-0000-1111 is the Instance ID. Copy this text in the Instance ID field.

4. Select a Dialer from the dropdown list. The following options are available:

   1. Select the Dialer if your dialer for the application is an Campaign Manager Dialer. If you select this option, you also have to select the specific Dialer configured using Dialer Configuration.

   2. Select Native Amazon Connect Campaigns if your application uses the Native Amazon Connect Campaigns.

      Note:

      If you configure the same Amazon Connect instance multiple times on your application, Agent consult/transfer is controlled only by Amazon Connect.

5. Assume Role ARN helps users to access Amazon Connect using a cross account (another authorized account). Enter the authorized ARN to authorize this cross access. This is obtained from your AWS account.

   Note:

   Assume RoleARN is not required if you have access to the EC2 box role via Amazon Connect, since this accesses the application hosted on AWS without using a cross account. This also makes the Amazon Connect Region field redundant.

6. Enter an Amazon Connect Region. This is the name of the region that hosts your Amazon Connect instance.

7. Enter an External ID. This is the External ID that grants access to AWS resources to third party. The external ID is data that can be passed to the AssumeRole API of the Security Token Service.

8. Click Save and Sync to fetch information related to this Instance ID from Amazon Connect. The application populates the fetched information in other tabs, in relevant fields.

   1. Queues not mapped with Routing Profile do not sync with Amazon Connect.

   2. Default Contact Flows (Agent, Customer, Whisper like, etc.) also do not sync.

   The saved basic configuration is listed in the Amazon Connect Settings page. Click the Edit button to complete configuring the other settings. In the Edit mode, go to the Instance Configuration section next.

Go to Instance Configuration tab. Enter the following details in the Instance Configuration section:

1. Enter the Login URL. By default the following URL appears in the Overview page of the AWS console: https://<<your-amazon-connect-domain-name>>.awsapps.com/connect/login.

   Replace the same with the following URL: https://<<your-amazon-connect-domain-name>>.awsapps.com/connect/ccp#

2. Enter the Amazon Connect Instance ARN in this field. An example of this ARN - arn:aws:connect:us-east-1:01234:instance/11111-0000-1111-0000-1111.

3. Assume Role ARN setting helps users to access Amazon Connect using a cross account (another authorized account). This information is automatically fetched when you Save and Sync your Basic Configuration.

4. Amazon Connect Region is automatically fetched when you Save and Sync your Basic Configuration.

5. Enter an External ID.  This is the External ID that grants access to AWS resources to third party. The external ID is data that can be passed to the AssumeRole API of the Security Token Service.

Agents are generally logged in to the Not Ready state, and change their state to Ready to receive calls.

Note:

There are many other states that an agent can be in, including—Break, Ringing, Talking, ACW (after-call work, like setting a disposition or entering comments), Logged Out, and so on.

Enter the following information:

1. Set the Preview Agent State. This is the agent state in which an agent can be allocated a Preview call.

2. Agent State to Initiate Tethered Call allows agent is moved to the configured state immediately once they logged in and initiate the tethered call.

   Note:

   • Agent State to Initiate Tethered Call is applicable only for Dialer.

   • It is recommended to change the Agent State to Initiate Tethered call only during the non-production hours.

3. Click Save to just save the information.

4. Click Save and Sync. The application fetches the Basic Configuration details and information related to Queues, Routing Profiles, Blending, Contact Flows, ANI, and DID for this Amazon Connect configuration.

Queues

Note:

This tab is not active if the mapped Amazon Connect instance is disabled.

1. All the Queues on the Amazon Connect system mapped to the application are displayed.

2. The Campaigns that these queues are associated to are also shown.

   Note:

   Your content goes here  If you rename any Queue on the Amazon Connect application, the contacts uploaded to the old queue name are not assigned to the new queue automatically. Create a new Campaign and upload them to the new queue.

3. Expand the Campaign dropdown list to see the campaigns associated to any specific queue.

   Note:

   When you create a Queue on the Amazon Connect system, ensure that the name is no longer than 55 characters.

4. Select checkboxes for the Queues to map to this instance of Dialer Configuration. You can select multiple queues; to select all queues, select the Select All checkbox in the grid header row. When you select one or more Queues to map to this dialer and synchronize the Campaign Manager application with the dialer, the Queues appear as Campaign Groups. These campaign groups are created with the Predictive Pacing Mode and all the default settings associated with the Predictive pacing mode. You have to manually change the pacing mode and other associated settings as required.

All the Amazon Connect Routing Profiles are displayed in this tab.

The page lists all the Routing Profiles created on Amazon Connect and synchronized with the Campaign Manager application (using the Save and Sync button). The page displays the following details (with one entry shown in Edit mode):

• Routing Profile: The routing profile name.

• Blending: When the switch is turned ON, agents can handle both inbound and outbound calls in a blending mode, based on the Blending configurations.

• Queues: The dropdown expands to show the queues that are mapped to this routing profile.

• Campaigns: The dropdown expands to show the campaigns that are mapped to this routing profile.

• MAB: Turn the switch ON to enable the MAB feature.

• MAB is Make and Break configured in the Agent Disconnected call flow. This is applicable only for Dialer.

• Agents handle multiple customer calls when connected to a single tethered call. In such instances, the call recordings / transcriptions / other Amazon Connectfeatures cannot be utilized fully due to large file / recording size and difficulty in slicing based on individual customer calls.

• Using the Make and Break (MAB) feature, the recording / transcription / Amazon Connect features are available separately for each customer call, even though the agent handles multiple customer calls on a single tethered call.

  Note:

  The MAB feature is still in the Beta stage.

The Blending allows you to configure the various fields relating to agents handling both inbound and outbound calls.

Note:

Blending is handled ONLY after successfully establishing a Nailed Connection, till then, all Inbound calls are automatically routed to available agents.

The page shows the following details:

• The Routing Profile to which this blending configuration is mapped.

• The Inbound Agent Allocation configured for this blending configuration.

• The Outbound Agent Allocation configured for this blending configuration.

• The Minimum Inbound Idle Duration - this is the duration an agent can remain idle before being moved to handle outbound calls.

• The Agents Minimum Stay Duration in Outbound - The minimum duration that an agent can stay in Outbound. If a call is in progress, the agent is moved to Inbound only after the call is completed.

• The Inbound SLA Conditions configured for the routing profile.

• In the Actions button, use the Edit button to modify the configuration. When you click the Edit button, the Blending Configuration screen appears. Modify the following fields:

• Minimum Inbound Agent Allocation - Enter a number. This is the minimum count of agents required to receive inbound calls.

• Minimum Outbound Agent Allocation - Enter a number. This is the minimum count of agents required to receive inbound calls.

• Agents Minimum Idle Duration in Inbound - Use the range bar or enter manually in the text box(Seconds). This is the permissible idle time, in seconds, beyond which the agents are moved from Inbound to Outbound. The permissible range is between 10 and 300 seconds.

• Agents Minimum Stay Duration in Outbound - Use the range bar or enter manually in the text box(Seconds). This is the minimum duration that an agent can stay in Outbound. If a call is in progress, the agent is moved to Inbound only after the call is completed. The permissible range is between 1 and 600 seconds.

• To apply a condition to meet the Service-Level Agreement (SLA) for blending, select a System Field from the dropdown list. The available system fields are:

  • Contacts in Queue: No of contacts currently in the queue. Unit: COUNT

  • Oldest contact age in Queue: The duration for which the contact that has been in the queue for the longest time. Unit: SECONDS

• Click SAVE to complete the Blending configuration.

The Contact Flows tab lists all the contact flows created in Amazon Connect.

In addition to these contact flows, Campaign Manager for Amazon Connect creates a few system contact flows for Progressive, Predictive, and Progressive IVR campaigns. These master contact flows are used for internal purpose like identifying the agent to transfer and get the business data.

These contact flows can be used for the following purposes:

• To transfer a call to IVR for AMD detected calls.

• To map contact flows for Progressive IVR campaign under IVR templates.

  Note:

  Campaign Manager system Contact Flow is created as a part of post-deployment process.

  The page includes the following details:

• Contact Flow Name

• Contact Flow ID

• Groups—to which this Contact Flow is attached can be seen by expanding the dropdown list.

The ANI tab lists the ANIs (Outbound Caller IDs) that are configured for the application. These are the numbers that show up on the customers’ phones as the call origination number.

The page includes the following details:

• The configured Name that goes out to the customer along with the call or the message. The name cannot be longer than 50 characters.

• A Description for the ANI provided when creating this entry.

• The ANI or the Outbound Caller ID that goes out to the customer. The ANI cannot be longer than 15 characters.

• The Groups that this ANI is mapped to. Expand the dropdown list to see the associated groups.

• All the campaigns on the application are listed, with the checkboxes for associated campaigns shown as selected. You can associate more campaigns by selecting the appropriate checkboxes. Click Save when done.

• The Actions column has a Delete button to delete ANIs that are no longer required.

Add ANI

Click ADD to add a new ANI. Enter the following details:

1. Enter a Name.

2. Enter a Description.

3. Enter the ANI.

4. Click Save.

The DID tab allows you to configure the DID (Direct Inward Dialing) numbers for agent-handled and IVR outbound calls. The percentage of definite allocation of the selected DID numbers for each call type can also be established here.

Note:

This tab is required only for Dialer and not for the Native Amazon Connect Campaigns. DID is used to make the agent tethered call, IVR calls, and transfer calls to IVR.

The recommended DID:agent ratio is 1:3.

Campaign Manager initiates the call to DID for the tethered agent. Call reaches the Master CPA Contact Flow. The contact flow invokes lambda to identify and route the tethered call to an agent.

For IVR calls, Campaign Manager initiates the call to IVR. When the customer call is answered, application initiates another call to the DID. The call reaches the Master CPA Contact Flow. The contact flow invokes the lambda to identify and route the call to the contact flow and Conference with customer call.

If the configured DIDs are not sufficient, agents have to wait for the tethered call; in case of IVR calls, there will be a delay In Call initiation.

Enter the following information:

1. To add a new DID number, enter the number in the DID Numbers field and click the ADD button.

2. To add more numbers, click ADD and keep adding the required numbers. The DID number cannot be longer than 15 characters.

   Note:

   A DID can be mapped to only one dialer.

3. To delete any number, click Delete against the number.

   Note:

   The deletion of a DID number is irreversible.

4. Click Save.

It allows you to configure your Dialer. The page opens with all the configured dialers listed. The following details are included:

• The Name of the dialer configured.

• The Dialer URL that is configured to enable access to the application.

• The Gateway URL for the dialer.

• The Actions panel containing the Edit and Delete buttons.

• To add a new dialer, click the FAB at the bottom right of the listing screen.

  Note:

  Complete this section before you configure Amazon Connect. The dialers configured here are listed in the Amazon Connect Configuration screen for selection from a dropdown list.

Perform Dialer Configuration

Note:

Skip to CPaaS Configuration - Nexmo if you are using Campaign Manager CPaaS.

This section allows you to configure the Dialer / Amazon Chime for application.

1. Configure the Acqueon Dialer. This is the configuration if your application uses Amazon Chime to dial out delivered contacts.

2. Enter a Provider Name. The name cannot be longer than 64 characters.

3. Enter the Dialer URL. This is the application API URL (FQDN, Fully Qualified Domain Name) that Amazon Connect accesses to invoke the APIs to provide CPaaS services.

4. Enter the API Key provided by the CPaaS provider. This is the unique Amazon Connect user information to access the CPaaS provider API services.

5. Enter the Secret Key. This is the password to access the CPaaS provider API services

6. Enter the Gateway URL. This is URL for the Amazon Connect application to access the Amazon Chime dialer.

7. Click Save to complete.

Application does not support Nexmo as a CPaaS dialer from the 4.2.1.50 release.

Use the SIP Response - Outcome Mapping tab to map the SIP response from the dialer to the Outcomes set by agents.

Note:

This is applicable only if are you are using the Campaign Manager Dialer.

1. SIP Call Status - Thee SIP Call Status column displays the outcome as defined in the dialer/CPaaS. These are dialer-dependent and cannot be edited in this application.

2. The Outcomes column shows the outcome mapped to each SIP Call Status.

   Note:

   You can map only one outcome to a SIP Call Status.

3. Use Edit in the Actions column to change the mapping. All the outcomes created on the Campaign Manager Dialer are listed here. Select an appropriate outcome for the SIP Call Status. Click Save to complete the mapping or cancel to revert.

Use the Other Configuration section to store the URL for the Amazon S3 bucket storage details. The S3 bucket is used to share the files between the components such as Uploader and Tenant service, and so on. For example, the S3 bucket could be aec42stpod02.

Click Save to complete the Amazon Connect Settings configuration.