Configuring Amazon Connect

Prepare Amazon Connect for integration with Verint recording. to establish a connection between the Verint Recorder and Amazon Connect call center servers.

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. 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.

  5. 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.

  6. 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.

What to do next 

Configure Verint for real-time audio recording