Amazon Connect

• The Amazon Connect instance must be created. The CloudFormation template requires e.g. the instance arn to be populated. This section in the Amazon Connect Admin Guide explains how to create and configure a new instance.
• Customer Profiles must be enabled for the Amazon Connect instance. Please refer to this section for guidance on how to enable this.
• If you are using web chat as a channel, Attachments must be enabled. Refer to this section of the Amazon Connect Admin Guide for instructions on how to enable Attachments. If you decide to enable Attachments, a CORS policy needs to be configured for the S3 bucket where the attachments are stored. Navigate to S3, select the bucket designated for chat attachments and click on the Permissions tab. Scroll down to the Cross-origin resource sharing (CORS) section and paste the following configuration:

[
    {
        "AllowedHeaders": [
            "*"
        ],
        "AllowedMethods": [
            "PUT",
            "GET"
        ],
        "AllowedOrigins": [
            "https://${LMWorkspace}.my.connect.aws",
            "https://engage.${LMRegion}.localmeasure.com",
            "https://${LMWorkspace}.${LMRegion}.localmeasure.com"
        ],
        "ExposeHeaders": []
    }
]

[.callout-primary--alert-message] Make sure to substitute the region and workspace tags with the correct values. [.callout-primary--alert-message]

• Data streaming must be enabled for the Amazon Connect instance and a valid Kinesis Data Stream must be configured for the 'Contact Trace Records' events.  Please refer to this section for guidance on how to enable this. Note that a 'Kinesis Data Stream' is required and NOT a 'Kinesis Firehose'.
• The Local Measure Engage URL must be added as approved origins for your Amazon Connect instance. AWS Console -> Amazon Connect -> Instance alias -> Approved origins and enter the following 2 entries.

                      • https://engage.${LMRegion}.localmeasure.com

                      • https://${LMWorkspace}.${LMRegion}.localmeasure.com

[.callout-primary--alert-message] Make sure to substitute the region and workspace tags with the correct values. [.callout-primary--alert-message]

Cases

If Cases for Amazon Connect will be used then the following is required:

• Cases must be enabled for the Amazon Connect instance. Please refer to this section for guidance on how to enable Cases. 

Email  

If email routing will be used then the following is required:

• A verified Domain in Amazon Simple Email Services(SES)
• NB: Please refer to the article describing the email routing solution for details as to what must be configured. The article can be found here: Corporate Email Routing.

Smart Tools

If Smart Tools will be used then the following is required:

• An AI provider (either Amazon Bedrock or Azure Open AI).
• NB: Please refer to this article outlining Smart Tools prerequisites and enablement steps. 

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