Zendesk for Contact Center can support multiple Contact Center applications. In order for this to work correctly, a number of conditions must be met. This document describes the exact conditions for this to operate.
Technical Requirements
- All Contact Center instances must be authenticated independently. This requires each contact center instance to have unique instances of all the below:
- Enterprise Application at the IdP for each Connect and Cognito instance
- Cognito User Pool and ID Pool
- Each Contact Center instance must be fully provisioned with their own Cloudformation Stack
- In order for the Agent status feature to work, ensure that a Zendesk Webhook exists for each Contact Center Application instance attached to the Zendesk instance
- Ensure that each Zendesk Agent is only provisioned to work with a single Contact Center Application instance. Agents can not be shared or duplicated across Amazon Connect instances
- During operation, ensure all agents are only running a single instance of Contact Center. Ensure that there are no more than one (1) instance of Contact Center running in a browser tab or window at a time.
- Test instances should mirror Agent Configurations (as specified in points 1 - 5)