This is a guide for integrating your Amazon Connect Instance with eMite.
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This guide assumes all components will be deployed in the same region as the Amazon Connect instance, and also all under the same AWS Account.
Oveview 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, Observations
- EmiteAgentEvents
- AWS Kinesis Stream that gets Agent Events data from Amazon Connect
- EmiteCtrFirehose
- AWS Kinesis Firehose that will send CTR data from Amazon Connect to Elasticsearch
- EmiteCtrFirehoseRole
- IAM Role that Kinesis Firehose will use
- EmiteCtrFirehosePolicy
- IAM Policy with various permissions requird by Kinesis Firehose
- 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 Stream
- EmiteAmazonConnectPolicy
- IAM Policy to allow read access to AmazonConnect instance
- EmiteCtrFailedRecordsBucket
- AWS S3 Bucket that will store any CTR records that Firehose fails to send to Elasticsearch
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 Connnect > select your Amazon Connect instance
- On the overview tab, copy the Instance ARN
- CtrFirehoseName
- Name of the Firehose used for sending CTR data from Amazon Connect to Elasticsearch.
- You can leave this as default
- Default: connect-ctrfirehose
- ESDomainName
- Name of the elasticsearch domain. You can leave this as default
- Default: emite-kinesis-connect
- CustomerID
- Autogenerated Unique Customer ID provided by eMite
- Please don't change this value
- EmiteAccountID
- eMite AWS Account ID
- Please don't change this value
- EmiteIP
- Autogenerated eMite Server IP
- Please don't change this value
- AgentEventsStreamName
- Click Next
Configure Stack Options
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- Tick this box under Capabilities - since the Cloudformation stack will be creating IAM roles/policies
- Click Create Stack
Check Status of Stack Creation
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On the Cloudformation Console > Stacks, click the stack you created.
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Wait for Status to change to CREATE_COMPLETE before proceeding to the next step below.
Enable Amazon Connect Data Streaming
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Now that the Kinesis Stream and Firehose have been setup, we can now enable data streaming from Amazon Connect.
- Go to Amazon Connnect > select your Amazon Connect instance
- Go to Data Streaming
- Tick Enable data streaming
- Contact Trace Records
- Select Kinesis Firehose
- Select connect-ctrfirehose
- Agent Events
- Select Kinesis Stream
- Select connect-agentevents
Complete Registration / Send data to eMite team
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Data to be sent to eMite team can be found on the Outputs Tab of the created stack:
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