Get started with Amazon Connect Global Resiliency - Amazon Connect
How to set up Amazon Connect Global Resiliency

Get started with Amazon Connect Global Resiliency

Important

Amazon Connect instances created before March 31, 2021, were assigned a domain with the following format:


                https://your-instance-alias.awsapps.com/connect/

If your domain uses the older format, you won’t be able to properly configure the Amazon Connect Global Resiliency feature. To enable this feature, you’ll need to update your domain to the newer format:


                https://your-instance-alias.my.connect.aws/
Note

New user? Check out the Amazon Connect Global Resiliency Workshop. This online course guides you through the process of onboarding and testing phone number and agent failover using new APIs through the AWS CLI.

Global Resiliency is available only for Amazon Connect instances created in the following AWS Regions: US East (N. Virginia), US West (Oregon), Europe (Frankfurt), and Europe (London).

You can only create a replica in the US East (N. Virginia) Region if your source is US West (Oregon), or the other way around. Similarly, you can only create a replica in the Europe (Frankfurt) Region if your source is Europe (London), or the other way around.

To obtain access to this feature, contact your Amazon Connect Solutions Architect or Technical Account Manager.

You get started with Amazon Connect Global Resiliency by creating a replica of your existing Amazon Connect instance in another AWS Region, and by creating a traffic distribution group.

A traffic distribution group is an Amazon Connect resource that enables you to link Amazon Connect instances that are in different AWS Regions. Phone numbers can be attached to the traffic distribution group. Traffic to these numbers can be distributed between the instances in the traffic distribution group.

How to set up Amazon Connect Global Resiliency

  1. Create a replica of your existing Amazon Connect instance. Use the ReplicateInstance API.

  2. Create a traffic distribution group.

    1. Use the CreateTrafficDistributionGroup API.

    2. Use DescribeTrafficDistributionGroup API to determine whether the traffic distribution group has been created successfully (Status must be ACTIVE).

  3. Claim phone numbers to your traffic distribution group. After your traffic distribution group has been created successfully (Status is ACTIVE), you can claim phone numbers to it using the ClaimPhoneNumber API.

    Note

    The default traffic distribution for these phone numbers is set to 100% - 0%. That is, 100% of inbound telephony traffic will go to the source Amazon Connect instance that was used to create a replica.

    In addition, after phone numbers are claimed to an instance, you can assign them to multiple instances across AWS Regions. To do this, use the UpdatePhoneNumber API to assign the numbers to a traffic distribution group.

  4. Update your traffic distribution. Use the UpdateTrafficDistribution API to distribute traffic across the linked instances in 10% increments.

  5. If you're using Amazon Connect Global Resiliency and external voice transfer to transfer calls to an external system, see Set up Amazon Connect Global Resiliency for external voice transfer for additional steps.