Amazon Connect Settings

This section contains the configurations required for your Workspace to access Amazon Connect–like URLs, authentication requirements, and so on.

Specify the following information:

1. AWS Connect Instance URL - This is the URL that Workspace uses to connect to Amazon Connect.

2. AWS Connect Instance ID - This is the Amazon Connect instance ARN (Amazon Resource Name) that connects to the above Amazon Connect instance.

3. Region - This is the region that the Amazon Connect instance is located in.

4. Select the Access type from either Role-based access or Credentials and complete the information mentioned against each, as applicable:

   1. Role-based access - Select this button to access Amazon Connect via a defined role. A defined role on Amazon Connect provides access based on the role. For example, agents, supervisors, and administrators - these are some defined roles with different levels of access.    You get access if your role is defined in Amazon Connect.

      1. External Role - Select this checkbox to access Amazon Connect via an external role. For example, an external role is where the user is in one Amazon Connect region and the EC2 instance is in another region. Complete the following information:

      2. Role ARN - Role ARN setting helps users to access Amazon Connect using a cross-account (another authorized account).  

      3. Session Duration Seconds - Type the duration of your session from login before a timeout disconnects it (or the user logs out). You can set a minimum of 900 seconds (15 minutes). The maximum is set in Amazon Web Services (AWS) for this role. Typically, this can have a duration ranging from 1 - 12 hours.

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

   2. Credentials - Select this button to access Amazon Connect via the Amazon credentials route. Complete the following information:

      1. Access Key - Provide the access key for this Amazon Connect instance.  The access key is generated on AWS.

      2. Secret Key - Provide the secret key for the above access key generated by Amazon Connect. The access key works only with the associated secret key generated on AWS.

5. Default Country Code - Provide the default country code. When no country code is available with the phone number, Workspace uses this default country code before dialing.

6. Enable Recording - Select this checkbox if you want to record the agent's interaction with the customer.

7. Navigate to the Others section.