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Integrating the LCA solution with Amazon Connect

Introduction

LCA integrates with Amazon Connect using Contact Lens real time contact analysis segment streams.

The integration includes the following:

  1. Ingestion of Contact lens transcription / analytics events into LCA (using Kinesis Data Streams)
  2. Real time Agent Assist based on caller utterance transcriptions

Architecture

Architecture Diagram

Pre-requisites

  1. Existing Connect instance and administrator access
  2. Phone number
  3. Asociated Contact Flow with: 2.1 Real Time Contact Lens enabled 2.2 User defined contact attributes:
    • LCA Caller Phone Number (from System attribute Customer Number)
    • LCA System Phone Number (from System attribute Dialied Number) 2.3 Calls are routed to an active agent queue

Deploying Connect instance with sample contact flow

Use these steps to quickly deploy a new Connect instance and/or example contact flow. Skip the first few steps if you already have a Connect instance and just need to create an example contact flow.

  1. Launch Amazon Connect
  2. Create an instance
  3. Claim a phone number
  4. Choose the Instance Alias you created
    a. Copy the Instance ARN shown lower left, and paste into a scratch pad. You'll need it when deploying LCA in the next section.
  5. Choose the URL Log in for emergency access. It will take you the Amazon Connect Administration App
  6. In the Routing menu on the left, choose Contact flows
  7. On Contact Flow screen choose Create contact flow
  8. Download LCA example contact flow
  9. Choose the dropdown on the top right and choose Import Flow (beta)
  10. Choose the example-contact-flow.json file, that you downloaded from step 9, and choose Import
  11. Choose Save
  12. Choose Publish
  13. From the Channels menu on the left, choose Phone numbers
  14. Choose the Phone Number created in step 3
  15. In the Contact Flow / IVR dropdown, select the Contact Flow you created (LCA-EXAMPLE), and choose Save

The example contact flow is now published. Open the Connect Contact Control Panel (CCP) application (📞), set it to 'Online'. Make a test call to the associated phone number, and answer the incoming test call using the CCP application.

Cloudformation Deployment

Connect Contact Lens is an optional Audio Source component for the LCA sample solution.

Set the following parameters when deploying the main LCA stack

  1. For Call Audio Source, choose Amazon Connect ContactLens
  2. For Amazon Connect instance ARN (existing), enter your Connect instance ARN.

LCA deploys a nested stack, CONNECTINTEGRATIONSTACK, which uses an AWS Lambda function, AssociateInstanceFunction, to complete the configurintegration ation by calling Connect's associate_instance_storage_config API to integrate the Amazon Connect instance with the Kinesis Data Stream of the LCA AISTACK.

Testing

When LCA is installed or updated, log in to the LCA web application, and make a test call to your Connect contact flow phone number. Once the call is answered in Connect, it appears as In progress on the LCA Calls page, displaying the number of the phone you called from. Open the call to see your real time transcript.

If you deployed LCA with the QnABot Agent Assist option enabled, try the suggested Caller utterances from the provided agent assist demo script to see the Agent Assist messages in action.