Configure the Amazon Connect Adapter

The Amazon Connect Adapter connects the Interaction Capture Service to Amazon S3 storage (to receive audio and chats) and the CTR stream (to receive events and metadata).

For deployments with redundancy, in real-time audio recording, you must use a different Application Name for the adapter on each Interaction Capture node. In post-call audio recording, you must use the same Application Name on both nodes.

Before you begin 

Create an Application data source for real-time audio recording

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Service, click Settings.

  2. Click Create, then select Amazon Connect Adapter.

    Create an adapter

  3. Complete the following settings:

    Field

    Description

    Adapter Name

    Type a unique name for this adapter.

    Do not use the following special characters, which are reserved for XML tagging: < > $ & ' ".

    Description

    Type a description of the adapter (optional).

    Adapter Type

    A read-only field that lists the adapter selected previously.

    Startup Type

    Select how the adapter behaves after the host server restarts.

    • Automatic: (Default) The adapter starts automatically when the host server starts.

    • Manual. The adapter starts only when a user clicks the Start button.

    • Disabled. The adapter does not run when the host server starts.

    DataSource

    Select the Amazon Connect Application data source. Use the same data source for both the Amazon Connect Adapter and the Amazon Agent Event Stream Adapter.

    Application Name

    To identify this integration within records generated on the Amazon side, enter the name of the DynamoDB table.

    For redundancy, for load balancing and failover to work:

    • For real-time recording, adapters on primary and secondary Interaction Capture nodes must have different Application Names (that is, each pointing to a different DynamoBD table).

    • For post-call recording, adapters on different Interaction Capture nodes must use the same Application Name. However, the application names for the Amazon Connect adapter and Agent Event Stream adapter must not be the same as each other.

    If the customer has a WFM integration with Amazon, this application name must also be different from the application name used for the WFM integration.

    Application Stream Name

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Credential Provider

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Role ARN

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    External ID

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Role Session Name

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Application Access Key

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Application Secret Key

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Region Name

    This setting is deprecated and is replaced by a corresponding setting in the data source. Configure in the data source accordingly.

    Timespan for purging (hours)

    Specify a timespan, in hours, for purging. The system purges data older than the specified time. The default is 8 hours.

    Example:  

    If you set the Timespan for purging to 4, data older than 4 hours is purged when the Time interval for triggering purging setting is triggered.

    Time interval for triggering purging (minutes)

    This setting defines how often to check for data to be purged. The default is 60 minutes.

    Record unknown Agents

    To record the agents not configured as Employees in the data source, select this check box.

    Enable Auto Reconciliation

    Select Enable Auto Reconciliation to automatically run call recovery daily at midnight and after the Amazon Connect adapter restarts.

    Pre-requisite: Post-call audio recording must be configured on the associated IP Recorder, and Pause/Resume Recording must be enabled on the associated Amazon Connect data source.

  4. Click Save.

  5. If prompted, restart the Recorder Interaction Capture service using the Windows Services console.

What to do next 

Configure the Amazon Agent Event Stream Adapter

Related topics 

Create adapters for Amazon Connect integrations

Related information 

Recorder Configuration and Administration Guide