Configure your Amazon Connect Instance

This section will guide you through the configuration steps needed to configure your Amazon Connect Instance to be used with CxLink Contact Center.

WARNING

The list of countries you can call from Amazon Connect are limited, though can be modified by requesting a service quota increase. Please make sure you have the countries you intend to call in this list.

For more information, see the Amazon Connect documentation on service quotasopen in new window

Topics


Update Amazon Instance Settings

When your Amazon Instance is created, you will need to configure it. To do so:

  • Open the Amazon Connect console at https://console.aws.amazon.com/connectopen in new window

  • Select your Amazon Connect Instance to open the Configuration Dashboard

  • Login into the instance, either using an Administrator user or the emergency access link.

    Instance Settings

  • Navigate to the Routing → Claim Phone Number section and specify an existing phone number for your country. You can claim a phone number from the AWS phone poll to use for your contact center (For pricing information about how much a claimed phone number costs, see Amazon Connect pricing) or you can port your own phone number to Amazon Connect.

    Amazon Connect documentation

    You can find more information in Amazon Connect documentation pageopen in new window.

    Toll-free phone numbers

    To test the environment, you can select a phone number from the Toll-free list. Claim Number

  • Navigate to the Routing → Routing Profiles section and create or update a routing profile to meet your needs. In Amazon Connect, routing consists of three parts: queues, routing profiles, and contact flows.

    TIP

    WARNING

    As for now, only the Phone channel is available to be used with CxLink Contact Center.
    Ensure that Chat channel is deactivated in your Routing Profile.

  • Navigate to Routing → User Management section and create as many users as agents you will use in your system. Ensure that all these users are assigned to an existing Queue.


CCR URL should be allowed as a known origin in order to allow communications between both sides of the infrastructure. To allow the communications:

  • Open the Amazon Connect console at https://console.aws.amazon.com/connectopen in new window

  • Select your Amazon Connect Instance to open the Configuration Dashboard

  • In the navigation panel, choose Approved origins.

  • Add a new Origin and enter the CCP URL (Only the base URL, without the Tenant ID located at the end of the url)

    TIP

    This information can be found in the CxLink Portalopen in new window, at the license details page under Tenant section. Tenant Information