Warning
This is an internal document and is for Sestek employees only, and will not be accessible if shared with other parties.
In order to provide the integration between Knovvu Analytics and Amazon Connect, the necessary configuration settings described below must be completed.
AWS Portal Settings
Amazon Connect Settings
- Go to Amazon Connect in AWS Console.
- Enter the instance will be used in the integration. In this page under Distribution settings, the Instance ARN can be seen. This value is one of the required settings in CA settings page.
- Click on Telephony under Channels and communications from the left-side menu. The settings should be as follows:
- Click on Data storage from the left-side menu. Call recording setting should be enabled.
- Click on Data streaming. Data streaming should be enabled.
- Contact Trace Records should be Kinesis Stream. Pick the Kinesis stream identified for the integration. How to create a Kinesis stream is further explained.
Amazon Kinesis Settings
- Go to Amazon Kinesis service. Click on Data streams from the left-side menu.
- Create a new Data stream. Data stream capacity should be on-demand.
- Go to Amazon Firehose.
- Create a new firehose stream. Source should be Amazon Kinesis Data Streams. Destination should be HTTP Endpoint. Destination settings should be as follows:
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HTTP endpoint URL should be the Amazon integration service URL of the tenant. This information will be sent from Sestek to the customer.
Amazon Connect Portal Settings
- Go to Amazon Connect portal: https://sestek.my.connect.aws/
- Go to Hierarchies page under Users from the left-side menu. Click on the agent group will be used in the integration.
Copy the Group ARN, example value: arn:aws:connect:eu-central-1:43319201:instance/6bed2dd9f-3211-4eak-bd65-6c5be81jsd82e/agent-group/e0e213f6-4145-4905-8758-75g2l9dc7f24
Highlighted value is the group ID. This value is one of the required settings in CA settings page.
