Configuring Amazon Connect

Prepare your instance of Amazon Connect for integration with Verint capture service.

Before you begin 

Set up your Amazon Connect call center to capture calls and chat. See Get started with Amazon Connect in the Amazon Connect Administrator Guide.

Workflow 

  1. Get connection information

    Collect the information required to establish a secure connection between Verint and Amazon Connect.

  2. Create Kinesis data streams

    In your instance of Amazon Connect, create two Kinesis data streams: one for Contact Trace Records and the other for Agent Events.

  3. Customize Amazon Connect contact flows

    For audio capturing to start when an agent and customer are joined in a voice conversation, customize an Agent Whisper contact flow to stream audio and send agent events to the Verint Recorder.

  4. Optional. Capture multi-party calls from Amazon Connect

    To capture multiple parties on a call in Amazon Connect, deploy the "Multi-Party Calls and Enhanced Monitoring for Voice" feature. On the Verint platform, this feature works once your service provider installs the latest software update (KB), no additional configuration is needed.

  5. Optional. Capture external party calls from Amazon Connect

    To capture calls with an external party, in Amazon Connect, create one queue, one contact flow, and one quick connect for each external number. Once set up, Amazon Connect and Verint capture the full interaction—including hold and consultation segments. On the Verint platform, this capability works once your service provider installs the latest software update (KB), no additional configuration is needed.

  6. Create an IAM role

    Choose from one of two ways to validate credentials between Amazon and the Verint components: Identity and Access Management (IAM) Roles and Application Keys.

  7. Define a policy for the IAM role

    Complete this procedure if you are using an Amazon Role. If you are using Access Keys as the method of identifying the adapters to Amazon Connect, the following procedure is not necessary.

  8. IAM User Permissions

    AWS Identity and Access Management (IAM) allows you to control user access to AWS services and other resources. Use IAM to create and manage users and groups securely within AWS.

  9. Configure Verint for real-time audio recording

    Follow this workflow to configure Verint to record real-time audio calls from an Amazon Connect contact center.