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This is a guide for integrating your Amazon Connect Instance with eMite.

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Overview of Stack Components

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  • EmiteDomain
    • AWS Elasticsearch Domain that will store data used by eMite such as the Contact Trace Records (CTRs) and Metrics and Observations
  • EmiteAgentEvents
    • AWS Kinesis Stream that gets Agent Events data from Amazon Connect
  • EmiteCTR
    • AWS Kinesis Stream that gets CTR data from Amazon Connect
  • EmiteRole
    • IAM Role that eMite will use to get data from Kinesis Streams and Amazon Connect
  • EmiteKinesisPolicy
    • IAM Policy to allow read access to Kinesis Streams (Agent Events and CTR)
  • EmiteAmazonConnectPolicy
    • IAM Policy to allow read access to AmazonConnect instance

Deploying the Stack

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Load the eMite CloudFormation template on the console

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  • Stack Name
    • Input your preferred stack name
    • E.g. emite-amazonconnect-stack
  • Parameters
    • AgentEventsStreamName
      • Name of the Agent Events Kinesis stream. You can leave this as default
      • Default: connect-agentevents
    • AmazonConnectInstanceARN
      • Open a new console window and go to Amazon Connect > select your Amazon Connect instance
      • On the overview tab, copy the Instance ARN
    • CTRStreamName
      • Name of the Agent Events Kinesis stream. You can leave this as default
      • Default: connect-ctr
    • ContactLensARN
      • ARN of the S3 Bucket which contains Contact Lens data. Leave it as default if you do not have Contact Lens data.
      • Default: none
    • ContactLensKMSARN
      • ARN of the KMS key that is used to encrypt the S3 Bucket which contains Contact Lens data. Leave it as default if you do not have Contact Lens data.
      • Default: none
    • ConnnectReportsBucketArn
      • ARN of Amazon Connect Reports S3 Bucket. Leave it as default if you do not have Connect Reports Data.
      • Default: none
    • ConnectReportsLocation
      • Location of Reports in S3 (excluding bucket name in path). Leave it as default if you do not have Connect Reports Data.
      • Default: none
    • CustomerID
      • Autogenerated Unique Customer ID provided by eMite
      • Please don't change this value
    • ESDomainName
      • Name of the elasticsearch domain. You can leave this as default
      • Default: emite-connect
    • EmiteAccountID
      • eMite AWS Account ID
      • Please don't change this value
    • ExistingVPC
      • Yes, If you want to deploy the OpenSearch service in an existing VPC. 
        • If yes, need to modify OSVPCID and Private Subnet ID
      • No, New VPC will be created for OpenSearch.
    • OSVPCID
      • Modify if you are going to deploy the Opensearch in an existing VPC, Input the VPC ID that where you want to deploy the opensearch cluster.
      • Default: none
    • PrivateSubnetID
      • Modify if you are going to deploy the Opensearch in an existing VPC, Input the PrivateSubnet ID that where you want to deploy the opensearch cluster
      • Default: none
    • KinesisAgentEventCheck
      • Yes, If you have an existing AgentsEventStream you can modify the "AgentEventStreamName" parameter to input your existing AgentsEvent name.
        • If you will use an existing AgentEventStream please increase the retention period of the stream to 60 days
      • No, Agents Event kinesis stream will be created name will depend on AgentEventsStreamName.
    • KinesisCtrStreamCheck
      • Yes, If you have an existing CTRStream you can modify the "CTRStreamName" parameter to input your existing CTRStream name
        • If you will use an existing CTRStream please increase the retention period of the stream to 60 days
      • No, CTRStream kinesis stream will be created name will depend on CTRStreamName.
    • OpenSearchKMSKey
      • ID of KMS key that you use to encrypt the OpenSearch.
      • Default: none
    • OpenSearchNumberOfAZ
      • Number of AZ and Data Nodes, openSearch Service allocates the nodes and replica index shards that belong to a cluster across.
        • If selected 2 or 3, servers will be deployed in multi-az setup.
        • If selected 2 or 3, and ExistingVPC is Yes, you will need to provide 2 or 3 subnets to accommodate the multi-az setup.
      • Default: 1
    • OpenSearchVersion:
      • This is the default version of the Opensearch required for the eMite.
      • Default: Elasticsearch7_9
    • OpenSearchInstanceType:
      • This is the standard Open search instance type, can be modified depending on the number of data.
      • Default: m6g.large.search
    • StreamKMSKey
      • ARN of KMS key that you use to encrypt the kinesis streams.
      • Default: None, if you did not encrypt your kinesis streams.
  • Click Next

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  • Go to Amazon Connnect > select your Amazon Connect instance
  • Go to Data Streaming
    • Tick Enable data streaming
    • Contact Trace Records
      • Select Kinesis Stream
      • Select connect-ctr
    • Agent Events
      • Select Kinesis Stream
      • Select connect-agentevents

Authorize Emite AWS Account to Use OpenSearch VPC Endpoint

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  • Go to the OpenSearch Console > Select the "emite-kinesis-connect"
  • Go to VPC Endpoints tab > Select Authorize Principal
    • Input the AWS Account ID referring to EmiteAccountID parameter.

Complete Registration / Send data to eMite team

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  • Amazon Connect Instance ARN
    • Copy the Value for AmazonConnectInstanceARN
  • Elasticsearch Domain Endpoint ARN:
    • Copy the Value for ESDomainEndpointURL
  • eMite Role ARN
    • Copy the ARN returned for EmiteRoleARN
  • AgentEvents Kinesis Stream ARN
    • Copy the Value returned for AgentEventsKinesisARN
  • CTR Kinesis Stream ARN
    • Copy the Value returned for CTRKinesisARN
  • Contact Lens Bucket ARN (if using Contact Lens integration)
    • Copy the Value returned for ContactLensBucket

Additional steps if using Customer-Managed Keys (CMK) for encryption 

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