Enabling Heartbeat

1. Create the Heartbeat_RP

The first step is to create a Heartbeat routing profile

• Navigate to Amazon Connect console (login using emergency access)
• Navigate to Routing Profiles
• Click on Add new profile to create a new routing profile with name Operata_Heartbeat_RP.
• Choose the Voice checkbox.
• Choose any inbound and outbound queue (to enable the agent to make and take a call) and save

2. Add the Heartbeat Lambda function to the Contact Flows

• Navigate to Amazon Connect console (login using emergency access)
• Navigate to Contact Flows
• Scroll down to the AWS Lambda section
• Use the drop down to find the Lambda created as part of Orchestrator
  Note: Lambda function can be found in the Resources tab on the CloudFormation stack)
• Select + Add Lambda Function

For Orchestrator to work, it needs a dedicated Operata Heartbeat contact flow, which needs to be associated with the lambda and virtual agent to run the test on, and a phone number to dial - here's how.

3. Add the Heartbeat Contact Flow

Firstly create the Contact Flow

• Download the Contact Flow JSON - HeartbeatContactFlow.json using the URL provided by Operata.
• Follow this guide to create contact flow by importing the JSON:
  https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html

4. Configure the Lambda function

Now associate the Contact Flow Lambda created by the CloudFormation stack to the contact-flow you have just created.

• Navigate to Amazon Connect console (login using emergency access)
• Navigate to Amazon Connect instance → Contact flows
• Find and open the contact flow you have just created.
• Select the Invoke AWS Lambda Function block to Invoke AWS Lambda function
• Use the drop-down to select the Heartbeat Lambda and select Save
• Lastly Publish

5. Associate a phone number with the Heartbeat Contact flow

• Navigate to Amazon Connect console (login using emergency access)
• Select the Phone numbers section and either Claim a number and/or Edit phone number to associate the number to the Heartbeat contact flow.
• Then finally Save
  • Note: Operata needs to configure this number within the platform, so just let us know what number you are using.