CallMinerAmazonConnect IntegrationManual · 3 CONTENTS Section1:Overview 4 1.1:IntendedAudience 4...

CallMiner Amazon ConnectIntegration Manual

VERSION 1.0 | June 13, 2018

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CallMiner Amazon Connect Integration Manual

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CONTENTS

Section 1 : Overview 4

1 .1 : Intended Audience 4

1 .2 : Terminology 4

Section 2 : Configure Your Amazon Connect Instance 6

2 .1 : Create a New Amazon Connect Instance or Use an Existing Instance 6

2 .2 : Configure a Contact Flow and IVR 7

2 .3 : Get Your Amazon S3 Bucket Name and Encryption Key ARN 14

2 .4 : Enable Data Streaming 16

2 .5 : Get Your Amazon Kinesis Stream ARN and Encryption Key ARN 17

Section 3 : Deploy the Integration 20

Section 4 : Update the Integration 27

Table of Contents


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Section 1 : Overview

This document will guide you through the configuration steps to integrate your Amazon Connect instance with CallMiner

Eureka.

Follow the steps in this guide to complete your integration:

1. Configure Your Amazon Connect Instance

2. Deploy the Integration

3. Update the Integration

1 .1 : Intended Audience

This document is for administrators who manage and configure the AWS Amazon Connect instance for their company.

1 .2 : Terminology

This document uses the following terms and definitions:

AWS CloudFormation template: The template that describes the resources you want to provision in your

Amazon Web Services (AWS) CloudFormation stack. More.

AWS CloudFormation stack: A collection of AWS resources that you can manage as a single unit. The resources

in a stack are defined by the stack's AWS CloudFormation template. More.

Amazon Kinesis: An Amazon service that collects, processes, and analyzes real-time, streaming data. More.

Amazon Resource Name (ARN): A name that uniquely identifies an AWS resource. More.

Amazon Simple Storage Service (S3): An Amazon cloud computing web service that enables you to store and

retrieve any amount of data, at any time, from anywhere on the web. More.

Amazon S3 bucket: Amazon S3 stores call recordings as objects within "buckets". More.

AWS Identity and Access Management (IAM): An Amazon web service that helps you securely control access to

AWS resources. More.

AWS Management Console: A web-based user interface for AWS. More.

Section 1: Overview


https://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/template-guide.html

https://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/stacks.html

https://aws.amazon.com/documentation/kinesis/

https://docs.aws.amazon.com/general/latest/gr/aws-arns-and-namespaces.html

https://docs.aws.amazon.com/AmazonS3/latest/dev/Welcome.html

https://docs.aws.amazon.com/AmazonS3/latest/dev/UsingBucket.html

https://docs.aws.amazon.com/IAM/latest/UserGuide/introduction.html

https://aws.amazon.com/console/

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Contact Flow: A process in Amazon Connect that defines each step of the experience customers have when

they interact with your contact center. More.

Instance: A container for the resources and settings of your contact center, including user directory, data

encryption and storage settings, and integration settings. More.

Section 1: Overview


https://docs.aws.amazon.com/connect/latest/userguide/contactflow.html

https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html

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Section 2 : Configure Your Amazon Connect Instance

This section will show you how to configure your Amazon Connect instance and capture the following information via the

AWS Management Console:

Amazon S3 bucket name (required)

Amazon S3 encryption key ARN (required)

Amazon Kinesis stream ARN (required)

Amazon Kinesis encryption key ARN (optional)

Complete the following steps:

1. Create a New Amazon Connect Instance or Use an Existing Instance

2. Configure a Contact Flow and IVR

3. Get Your Amazon S3 Bucket Name and Encryption Key ARN

4. Enable Data Streaming

5. Get Your Amazon Kinesis Stream ARN and Encryption Key ARN

2 .1 : Create a NewAmazon Connect Instance or Use an Existing

Instance

If you don't have an Amazon Connect instance, follow the steps below to create one now. If you want to use an existing

instance, skip this section and continue with Configure a Contact Flow and IVR.

1. Create a new Amazon Connect instance using Amazon Connect's official documentation. When you complete the

creation of the instance, go to Step 2.

2. Continue with Configure a Contact Flow and IVR.

Section 2: Configure Your Amazon Connect Instance


http://docs.aws.amazon.com/connect/latest/adminguide/gettingstarted.html#launch-contact-center

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2 .2 : Configure a Contact Flow and IVR

This section shows you how to enable call recording on an Amazon Connect Contact Flow and IVR using the "Default out-

bound" Contact Flow as an example only. You must enable call recording on at least one Contact Flow from the Amazon

Connect dashboard for your integration to work. For more information about Contact Flows, see Understanding Contact

Flows.

1. Go to your Amazon Connect instances page. The following page opens:

2. On your Amazon Connect instances page, in the Instance Alias column, you can see all of your available instances.

Click the name of the instance you want to use, as shown below.

3. When you click an instance, the Overview page opens. On this page, click Login as administrator, as shown below.





https://console.aws.amazon.com/connect/home?region=us-east-1

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4. When you click Login as administrator, the Amazon Connect Dashboard opens in a new browser tab. On this page,

in the navigation bar on the left side of the screen, click the Routing icon, as shown below.

5. When you click the Routing icon, select Contact flows, as shown below.



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6. When you click Contact flows, the Contact flows page opens. On this page, in the Name column of the table, click

the Default outbound contact flow, as shown below.



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7. When you click Default outbound, the Contact Flow designer opens. On this page, click the Set call recording

behavior block, as shown below.

8. When you click the Set call recording behavior block, the settings window opens. In this window, select Agent and

Customer and click Save, as shown below.

9. When you click Save, the Contact flow designer is displayed again. On this page, click the Play prompt block, as

shown below.



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10. When you click the Play prompt block, the settings window opens. In this window, change the text to read “This call

is being recorded.” and click Save, as shown below.



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11. When you click Save, the Contact flow designer is displayed again. On this page, in the top right corner, click the

Save drop down arrow, as shown below.



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12. When you click the drop down arrow, save options are displayed. Select Save & Publish to save and publish the

changes to the Contact Flow, as shown below.

13. The Contact Flow and IVR are configured. Continue with Get Your Amazon S3 Bucket Name and Encryption Key ARN.



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2 .3 : Get Your Amazon S3 Bucket Name and Encryption Key ARN

Your Amazon S3 bucket contains your call recordings. In this section, you're going to be capturing the following required

values:

Amazon S3 bucket name

Amazon S3 encryption key ARN

1. Go to your Amazon Connect instances page. The following page opens:

2. On your Amazon Connect instances page, in the Instance Alias column, you can see all of your available instances.

Click the name of the instance you want to use, as shown below.

3. When you click an instance, the Overview page opens. On this page, click Data storage, as shown below.



https://console.aws.amazon.com/connect/home?region=us-east-1

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4. When you click Data storage, the Data storage details page opens. On this page, in the Call recordings section, click

Edit, as shown below.

5. When you click Edit, the Data storage details are displayed. On this page, capture the following, as shown below:

Amazon S3 bucket Name.

Amazon S3 bucket encryption key ARN.



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2 .4 : Enable Data Streaming

Data streaming enables CallMiner to export your metadata. If you don’t already have data streaming enabled, follow the

steps in the Data Streaming section of the Amazon Connect documentation to enable it. If you have it enabled, go to the

next step.



https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instance.html#dataexporting

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2 .5 : Get Your Amazon Kinesis StreamARN and Encryption Key ARN

Amazon Kinesis delivers your call records to CallMiner Eureka. Follow this step to capture the following values:

Kinesis stream ARN

Kinesis encryption key ARN: This value is optional. If you have decided to enable encryption, you will need to

capture this ARN. Otherwise, you can ignore it. For more information about encryption, see Protecting Data

Using Server-Side Encryption.

1. Go to your Kinesis dashboard. The Amazon Kinesis dashboard is displayed. In the Name column you can see all of

your Kinesis data streams, as shown below.

2. In your Kinesis dashboard, click the name of the Kinesis data stream that is being used in your Amazon Connect

instance, as shown below.



https://docs.aws.amazon.com/AmazonS3/latest/dev/UsingKMSEncryption.html

https://docs.aws.amazon.com/AmazonS3/latest/dev/UsingKMSEncryption.html

https://console.aws.amazon.com/kinesis/home?region=us-east-1#/dashboard

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3. When you click your Kinesis stream, the Data Streams page opens. On this page, capture the following, as shown

below:

Kinesis Stream ARN

Server-side Kinesis encryption Key ARN (optional).



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This completes your configuration.



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Section 3 : Deploy the Integration

Before you deploy the integration, you have to Configure Your Amazon Connect Instance and get the following values:





1. Follow the link to the CloudFormation template in your CallMiner Welcome Email, as shown below. The Welcome

email is automatically sent when you subscribe to CallMiner services on the AWS Marketplace and complete the

registration process.

2. When you click the CloudFormation template link, the Create stack form opens, as shown below.

Section 3: Deploy the Integration


https://aws.amazon.com/marketplace/pp/B075X29S3C

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3. In the Create stack form, do the following, as shown below:



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a. Enter the following values:





b. Select the check box next to I acknowledge that AWS CloudFormation might create IAM resources.

c. Click Create.



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4. When you click Create, the Stack Detail window opens with a Status of CREATE_IN_PROGRESS, as shown below.



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5. Wait for the Status to reach CREATE_COMPLETE, as shown below.



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6. Once stack creation is complete, your deployment is complete. You will receive an email from CallMiner confirming

your integration is complete, as shown below.



26Section 3: Deploy the Integration


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Section 4 : Update the Integration

Once you configure your Amazon Connect instance, any changes to your S3 bucket name or Kinesis stream name may pre-

vent your data from flowing into the CallMiner Eureka platform.

If you need to make changes to your Amazon S3 bucket or Amazon Kinesis stream, contact your CallMiner representative

at [email protected].

Section 4: Update the Integration


mailto:[email protected]

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