Non-Tethered Model

Prerequisites

Make sure that the following are in place before configuring Amazon Connect CPA:

• Amazon Connect Campaigns must be activated in Amazon Connect.

• In addition to activating Amazon Connect Campaigns, raise a service request with Amazon Connect to activate the following under Traffic Type Request:

  • Campaign CPS (calls per second)

  • Campaign CPS Burst

  • Campaign Active Calls

• Subscribe to and configure the Event Bridge to receive Amazon Connect events.

Importing Contact Flows in Amazon Connect

To download the Contact Flows, click here.

The contact flows must be Imported in the following order:

• Acqueon-AMD-TTS-ContactFlow: This contact flow is used to play the answering machine treatment message.

• Acqueon-ContactFlow: This is the master contact flow for Predictive, Progressive, and Progressive IVR. This is used to branch to other contact flows.

• Acqeuon-AgentwhisperFlow: This flow uses an Agent whisper flow to play a message for the agent when the call is assigned to an agent. Customer does not hear this message.

• Acqueon-Default-CustomerQueue: This represents the Customer Queue Contact flow, used to control the customer experience during the queue period before connecting with an agent. Customer queue flows are designed to be interruptible and involve actions such as playing an audio clip to apologize for any delay and providing the option for a Callback. This flow leverages the Transfer to Queue block.

Perform the following steps to Import the Contact Flows in the same order as listed:

1. Log in to the AWS Console > Amazon Connect.

   

2. Click Create Contact Flow.

   

3. Click Import Flow (Beta).

   

4. Select a contact flow. The contact flows are available here. Click Import.

   

5. Click Save and then click Publish to complete importing this contact flow.

6. Perform step 1 to 5 to import the following contact flows and modules:

   1. Acqueon-ACOC-Default-IVR

   2. Acqueon-ACOC-Default-AGT

   3. Acqueon-ACOC-Whisper-CUST

   4. Acqueon-ACOC-Whisper-AGT

   5. Acqueon-ACOC-Default-QUE

Configuring CPA in Amazon Connect

Perform the following steps to configure Amazon Connect CPA for Native Amazon dialer:

1. Log in to the Amazon Web Services console.

   

2. Search and go to Amazon Connect.

3. Click AWS Amazon Connect Instance URL and log in to Amazon Connect instance.

   

4. In the Amazon Connect Dashboard, go to Routing > Contact Flow. The Contact Flows and Flow Modules lists the contact flows.

   

   

5. After importing the contact flow, perform the following tasks:

   1. Double-click Transfer to flow and select Acqueon-ACOC-Whisper-CUST and Acqueon-ACOC-Whisper-AGT. Click Save.

   2. Double-click Transfer to flow and select Acqueon-ACOC-Default-IVR and Acqueon-ACOC-Default-AGT. Click Save.

   3. Map the Acqueon-ACOC-Default-QUE contact flow in the set customer queue flow node.

      

Configure Amazon Event Bridge

Configure the Event Bridge to receive the real-time events.

Perform the following steps:

1. Go to the Amazon Event Bridge from the logged-in AWS Console page.

2. Select API destinations from the left pane and click Create API destination.

   

3. Select Create a new API destination.

   

4. Enter a Name and a Description for the destination.

5. Provide the API destination endpoint. For example, https://<FQDN>/<TenantName>AECATI_AmazonAdapter/api/Customer/Event

   

6. Select the HTTP method as POST.

7. Select Create a New Connection.

8. Enter a Name and a Description in the Connection section. Select the Authorization type as Basic (Username/Password). Provide the username and password for access.

9. Select the Destination type as Other.

10. In the Authorization type section, select Basic (Username/Password).

    

11. Enter a Username and a Password.

12. Click Create to complete creating your API destination.

    

13. Go to the Rules option in the left menu pane. Enter a Name and Description and click Next.

    

14. Select the AWS events or Event bridge partner events. Skip the Sample event section.

    

15. In the Event Pattern screen, select Custom Patterns (JSON Editor). Following is a sample event pattern.

    { 
    "source": 
    [ "aws.connect",
    "custom.connect" ], 
    "detail-type": 
    [ "Amazon Connect Contact Event" ], 
    "resources": [ "arn:aws:connect: 
    ["<Amazon Connect Instance ARN need to be filled>"] ], 
    "detail": { "initiationMethod": [ "API", "OUTBOUND" ], 
    "channel": [ "VOICE" ] 
    } 
    }

16. Click Next.

17. Select EventBridge API destination.

    

18. Select Use an existing API destination option. Select the API Destination created earlier from the dropdown.

19. Click Next.

    

20. Skip the Configure tags page and click Next.

    

21. Add a second target.

    

22. In the Target types section, select AWS service.

23. In the Select a target dropdown, select Cloudwatch log group.

24. Enter a name for the Cloudwatch log group.

25. Click Next.

26. In the Review and Create section, click Create rule.