This section explains the processes of creating a new Local Measure Engage CloudFormation stack. Please take note that Engage CloudFormation stack updates should not be handled by updating the existing CloudFormation stack. Local Measure recommends that a new CloudFormation stack be created for any required updates. This has the benefit of being able to fully test and validate that the new CloudFormation stack is working, while retaining the old CloudFormation stack for quick and easy rollback should any issues present itself. Once migration to the new CloudFormation stack has been completed, the old CloudFormation can be safely deleted.
For more information on upgrading the Local Measure Engage CloudFormation Stack please see this article.
Log into the AWS account and navigate to the CloudFormation service. Validate that you are in the same region as the Amazon Connect instance before creating the CloudFormation stack.
Select 'Create Stack' -> 'With new resources (standard)'
Paste the Local Measure stack template url in the Amazon S3 URL field as shown below and click 'Next'.
Under 'Stack name' fill in a descriptive name such as "LM-Engage-V1". NB: Very long stack names can result in a failure upon stack creation. The reason for this is that the stack name is included in the names of the resources, which could result in the eventual resource path exceeding the character limit for that service.
The table below provides an overview of the template parameters to be filled in:
| Parameter | Mandatory | Description |
|---|---|---|
| Amazon Connect | | |
| ConnectInstanceARN | y | Found on: AWS Console -> Amazon Connect -> Instance alias -> Overview |
| ConnectInstanceAlias | y | Found on: AWS Console -> Amazon Connect |
| TranscriptBucket | y | Found on: AWS Console -> Amazon Connect -> Instance alias -> Data storage. If Connect lists the location as amazon-connect-xxxxxxxxx/connect/instance-alias/… then fill in only the bucket name, e.g. amazon-connect-xxxxxxxxx |
| TranscriptBucketRegion | y | The region (e.g. us-east-1) where the transcript bucket is located. Typically this is the same region as the Amazon Connect instance is in but can be validated in: AWS Console -> S3 |
| AttachmentBucket | n | Found on: AWS Console -> Amazon Connect -> Instance alias -> Data storage -> Attachments. If Connect lists the location as amazon-connect-xxxxxxxxx/connect/instance-alias/… then fill in only the bucket name, e.g. amazon-connect-xxxxxxxxx |
| AttachmentBucketRegion | n | Enter the region where the attachment bucket is hosted. If you do not have chat attachments enabled for your instance, leave this field empty. |
| PresignedURLExpiresIn | n | Enter the duration for S3 object presigned url validity |
| PresignedURLExpiresInMax | n | Enter the max duration for the S3 object presigned url validity |
| CustomerProfilesDomain | y | The name of the Customer Profile domain. Found on: AWS Console -> Amazon Connect -> Instance alias -> Customer Profiles |
| CustomerProfilesRegion | y | The region (e.g. us-east-1) in which the Customer Profile domain resides. Typically this is the same region as the Amazon Connect instance. |
| CasesDomainID | n | Found on: AWS Console -> Amazon Connect -> Instance alias-> Cases. If Cases will not be used then enter 'NONE' in all caps. |
| CTRStream | y | The name of the Kinesis Data Stream assigned to the CTR events in Amazon Connect. Found on: AWS Console -> Amazon Connect -> Instance alias-> Data streaming. |
| Access to Local Measure | | |
| LMRegion | y | Select the Engage region in which Local Measure created your account. |
| LMExternalID | y | Enter the identifier as provided by Local Measure |
| LMWorkspace | y | Enter the workspace alias as provided by Local Measure |
| Authentication with Cognito | | |
| EnableCognito | y | Select Yes |
| UserPoolId | n | Leave this value blank for new deployments. The template will create a user pool. |
| AppClientId | n | Leave this value blank for new deployments. The template will create an app client. |
| DomainPrefix | y | Enter a domain name for the Cognito userpool. The name must be unique, per region, in Cognito. |
| Email channel for Amazon Connect, using Simple Email Service (SES) | | |
| EnableEmail | n | Choose Yes if email must be enabled. Ensure that all prerequisites for email are in place before enabling this. If you are using Engage Voice for Zendesk, choose ‘no’. |
| SESRegion | n | Specify the AWS region in which the SES has been configured. If email will not be used then leave the default region as is. |
| SESBucketName | n | Specify a bucket name if 'EnableEmail' was set to yes. Ensure that the name entered adheres to the S3 naming conventions, otherwise the stack creation will fail. |
| SESBucketRegion | n | If 'EnableEmail' was set to yes, specify the region in which the bucket must be created.. |
| SESBucketExist | n | If 'EnableEmail' was set to yes, then select yes or no depending on whether the bucket already exists. It is recommended to have let the stack create the bucket. |
| CreateSESBucketPolicy | n | If 'EnableEmail' was set to yes and 'SESBucketExist' to no, then the template will create the bucket. In this scenario leave the value for this field to 'Default' as the template will then apply the required bucket policy.Only select 'No' if the bucket has already been created and the policy has already been applied to the bucket. |
| SESReceiveEmail | n | If 'EnableEmail' was set to yes, fill in the first receiving email address (e.g mailbox@domain.foo). Ensure that the email domain for this mailbox matches the verified domain that has been configured in SES. |
| SMS channel for Amazon Connect, using Pinpoint Service | | |
| EnableSMS | n | Select yes if SMS routing will be required. |
| Enable Engage AI features | | |
| EnableAI | n | Select yes if Smart Tools will be required. |
| AIProvider | n | If ‘EnableAI’ was set to yes, select the AI provider. |
| AISecretExists | n | Select yes if you already have an AI secret configured. |
| AISecretARN | n | Copy the ARN of the AI secret into this field. |
| AIBucketExists | n | Select yes if you already have an AI bucket configured. |
| AIBucketName | n | If ‘AIBucketExists’ was set to yes, enter the name of the existing bucket. Otherwise leave this field blank. |
| BedrockRegion | n | Select the region where Bedrock is hosted. |
| Enable Zendesk Integration | | |
| EnableZendesk | y | Choose 'Yes' to enable the Voice for Zendesk integration with Engage. |
| Resolution Code dashboard | | |
| EnableAnalyticDataForwarding | n | Select yes if resolution code dashboards and performance dashboards should be enabled. Note that this setting will forward data from this account to the Local Measure environment. While no PII data will be exported, it is recommended to check with Local Measure before this is enabled. Local Measure will also have to enable this feature on your account before this will activate. |
| Resource Tags | | |
| Owner | y | Enter a value. This will be applied as a tag to the resource created. The value cannot be left blank. |
| Environment | y | Enter a value. This will be applied as a tag to the resource created. The value cannot be left blank. |
[.callout-primary--zap]Once you have filled in the CloudFormation template, check all fields to ensure that no additional whitespace (including tabs) have been added while copying and pasting the required values.[.callout-primary--zap]
Once everything has been checked:
Click Next.
On the next page, keep everything unchanged and click Next (Tags are optional).
On the next page, keep everything unchanged and select “I acknowledge” at the bottom. Click Create Stack.
The CloudFormation Stack will take about 10 minutes to run. Refresh the status (right-side button) to watch for errors. Once it’s complete, the main Stack you created will show CREATE_COMPLETE.
Upon completion, when all resources have been created, switch to the 'Outputs' tab. Local Measure will require these values in order to finalize the account setup. It is recommended to copy these values into an excel spreadsheet and to share this with the Local Measure Architect assisting you.
To complete your deployment, follow the relevant Cognito configuration to set up your userpools.
