Installation

AWS CloudFormation

Installation is orchestrated using AWS CloudFormation, more information on AWS CloudFormation can be found here.

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Check your IAM permissions

In order to use CloudFormation your AWS user needs the IAM permissions listed here to successfully run the CloudFormation template. Alternatively, you can also use a service role as described here.

Deployment Steps

Preparation

Provide Operata with the following Three details needed to create two bespoke CloudFormation 'quick-create' templates for you:

1. Contact Lens integration - EventBridge pipes and Lambda function.
2. Contact Lens Rules Stack - Operata defined rules to detect words and phrases.

Provide the following three details.

1. ConnectRecordingsBucketName

From the AWS Console - Amazon Connect - Data Storage
S3 bucket where the call recordings are stored.

• Note: Only use the address to the first / (for example call.recordings/connect/acme-prod would be entered as call.recordings)
• Note If you are encrypting Call Recordings then there are KMS allow, and other customer specific considerations - see here KMS Policy requirements

2. Lambda VPC

Details of any VPC that the Lambda Function needs to me deployed into, specifically:

• Lambda Deployment VPC ID
• Lambda Deployment Private Subnet ID's

3. Amazon Connect Instance ARN

The full ARN of the your Amazon connect instance.
For example: arn:aws:connect:ap-southeast-2:08xxxxxxx8:instance/cexxxxxxx6-2xxb-4xx7-8xx3-c6xxxxxxxxxb0

Quick build URL

Operata will then provide the following two details needed complete the integration:

• Your custom CloudFormation quick-create link URL's
• Your Operata GroupID

Now use Cloud Formation to create the Contact Lens Integration

1. Click the hyperlink provided by Operata which will take you to the CloudFormation console in AWS.

All parameters will be pre-filled for you EXCEPT for the API Key - you will need to enter the API Key you have created to remain secure.

• Details of how to create your API Key, call it 'CL_Integration'

2. Review the CloudFormation stack, agree to the terms and deploy.
3. Wait until you see the stack fully deployed (up to 5 mins).

Now use Cloud Formation to create the Operata Contact Lens rule stack

The CloudFormation template creates an EventBridge Rule inside customer's account where any Contact Lens Rule triggering an EventBridge event with an actionName prefixed with **'operata **will be send the event content to Operata.

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Contact Lens Rule names prefixed with 'operata_', that generate an EventBridge event, will send their event content to Operata.

Post-Deployment Testing

1. Make/receive a phone call using your Amazon Connect CCP.

   • Ensure you have Operata Chrome Extension deployed.
   • Be sure to use the correct Amazon Connect instance CCP URL.
   • Close the Contact when you have ended the call.

2. Log into the Operata console

3. Navigate to Playbook 9 (Experience Insights) and you should see data appear.

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Contact Lens summary record data can take up to 15 minutes to be displayed

It can take anywhere up to 15 minutes for Contact Lens summary data to appear in your Operata account.

Note: The resources can be Tagged in AWS once they have been created, here's how..