Integrate Amazon Connect Contact Lens with on-premise voice systems - Amazon Connect
RequirementsSet up steps

Integrate Amazon Connect Contact Lens with on-premise voice systems

Migrating a contact center from on-premise to the cloud can be complicated. It requires moving many different components such as telephony, IVR, ACD, call recording, call analytics, and more. By integrating your on-premise system with Contact Lens for analytics, however, you can accelerate your migration to Amazon Connect. Here's how this first step can benefit your business:

  • Contact Lens integration enhances your existing on-premise contact center recording and analytics capabilities.

  • It provides an opportunity to train your contact center administrators, managers, and agents on Amazon Connect.

  • Contact Lens helps uncover key trends, issues, and themes from customer interactions happening across multiple voice systems such as on-premises contact centers or customer facing voice solutions (for example, phone consults, financial advisors, or banking relationship managers).

The following diagram shows how the voice call audio flows between your on-premise voice system and Contact Lens. You use the Contact Lens Connector to send a replica of your contact center audio to Contact Lens. The on-premise call flow continues to operate as normal for your agents, while Contact Lens provides real-time and post-call analytics using the replicated call audio.

A conceptual diagram that shows how the voice call audio flows between your on-premise voice system and Contact Lens.

  1. A call sent through PSTN lands on your on-premise voice system.

  2. A read-only copy of the call audio is forked into Amazon Connect.

  3. A flow is started for the call. The Contact Lens connector routes the call to Amazon Connect Contact Lens.

Requirements

Before you start setting up Contact Lens integration, check that your Amazon Connect and on-premise systems meet the following requirements:

  • Verify your Amazon Connect instance is created in a supported AWS Region. Make sure your on-premise voice system can connect to the Region.

  • Make sure the on-premise device that initiates the SIPREC session and the voice system that is used for the call are supported. For a list of supported systems, see ContactCenterSystemTypes and SessionBorderControllerTypes in the PutVoiceConnectorExternalSystemsConfiguration in the Amazon Chime API. Usually the SIPREC session is a Session Border Controller (SBC) and the voice system is your contact center.

  • Verify you have SIPREC support or the ability to add SIPREC to the source system that will send the SIPREC replica call audio to Contact Lens.

Set up steps

Following is a summary of the steps you'll take to set up Contact Lens integration with your on-premise voice system. The linked topics provide more detail.

  • Create an Amazon Connect instance if you don't already have one.

    • You don't need to claim a phone number to Amazon Connect in order to integrate with Contact Lens.

    • Add agents and set up agent hierarchies. This will help you to attribute the analytics generated by Contact Lens to specific agents.

      Note

      If no agent is identified for a call, the replica call in Contact Lens terminates. No recording and conversation analytics are produced. For more information, see Provide call metadata for Contact Lens integration.

  • Request service quota increases for the following quotas in your Amazon Connect account:

    • Contact Lens connectors per account

    • Maximum active recording sessions from external voice systems per instance

    Important

    After your service quotas are requested and approved, Contact Lens integration will be visible in the Amazon Connect console and the Amazon Connect admin website.

  • Create a Contact Lens connector in the Amazon Connect console.

  • Configure your SBC to send SIPREC audio to that connector host along with call metadata.

  • Enable the Contact Lens connector on the Amazon Connect admin website. You do this by assigning the following security profiles permissions to Admins and other users who need to access the Contact Lens connectors:

    • Analytics and Optimization - Contact Lens connectors - View and Edit. The View permission allows you see the list of available Contact Lens connectors. The Edit permission allows you to associate flows with a Contact Lens connector.

    • Channels and Flows - Flows - View: This permission enables you to see the available flows you can associate with a Contact Lens connector.

    Only users who have these permissions will be able to access the Contact Lens connector on the Amazon Connect admin website.

  • Create a flow to specify how to process the call audio including recording, live or post call analytics, and associate the flow with the Contact Lens connector.

  • Optionally, create a Lambda that can be invoked when the Amazon Connect flow is triggered. Use the Lambda to parse the SIPREC request and additional call meta data, and take actions. For more information, see Call metadata for Contact Lens integrations.