AWS Configuration for Eudata Connect Suite - IAM, Kinesis, and Amazon Connect Setup

Overview

Before configuring Next2Connect, make sure your Amazon Connect instance is active. You will need to set up the following AWS resources:

IAM Role - grants Comet access to your Amazon Connect instance to manage outbound campaigns.
Kinesis Data Firehose - forwards Contact Trace Records (CTRs) from Amazon Connect to Comet for reporting.
Approved Origins - authorizes the Next2Connect domain in your Amazon Connect instance.
Amazon Connect Contact Events (optional) - required only if you need to monitor silent calls.

IAM Role

To allow Comet to make requests to your Amazon Connect instance, create an IAM Role that permits a Lambda function running in the Comet AWS account to assume a role in your account.

In the AWS Console, navigate to IAM → Roles.

Click Create Role, select Another AWS account, set the Account ID to 033614604266, and click Next: Permissions.

Search for AmazonConnect in the permissions search box, select AmazonConnect_FullAccess, and click Next: Tags.

Optionally add tags, then proceed to the review step. Assign a name and description of your choice and click Create Role.

Once the role is created, open its Summary and copy the Role ARN - you will need it during the Next2Connect module configuration.

Trust Relationships

In the Trust relationships tab of the newly created role, verify that the trust policy is set to:

{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Effect": "Allow",
            "Principal": {
                "AWS": "arn:aws:iam::033614604266:role/OCM-RoleForSchedulerLambda"
            },
            "Action": "sts:AssumeRole"
        }
    ]
}

Minimal Permissions Alternative

If you prefer not to grant full AmazonConnect_FullAccess, you can use the following custom inline policy instead, which grants only the permissions Comet actually requires:

{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Sid": "MinimalAccessToAmazonConnect",
            "Effect": "Allow",
            "Action": [
                "connect:ListPhoneNumbers",
                "connect:ListPhoneNumbersV2",
                "connect:ListQueues",
                "connect:ListContactFlows",
                "connect:ListAgentStatuses",
                "connect:StartOutboundVoiceContact",
                "connect:GetMetricData",
                "connect:GetMetricDataV2",
                "connect:GetCurrentMetricData"
            ],
            "Resource": ["*"]
        }
    ]
}

Kinesis Data Firehose

Configuring a Kinesis Data Firehose stream allows Comet to receive outbound call results from Amazon Connect and generate usage reports.

You need to configure the Data Streaming of Contact Trace Records (CTRs) via a Kinesis Data Firehose.

note

If your Amazon Connect instance already has data streaming configured via an existing Kinesis Data Stream, skip to Add a Firehose output to an existing Kinesis Data Stream.

Create the Firehose stream

In the AWS Console, search for Kinesis and open Kinesis Data Firehose. Click Create delivery stream and configure it as follows:

Step 1 - Name and source

Delivery stream name: any name you prefer (e.g. CometReportNotifications)
Source: Direct PUT or other sources
Server-side encryption: optional

Step 2 - Process Records

Leave all defaults and click Next.

Step 3 - Choose a destination

Destination: HTTP Endpoint
HTTP endpoint name: Comet Report Endpoint
HTTP endpoint URL: https://comet.eudataservice.com/prod/reporting-manager
Content encoding: GZIP
Retry duration: 300
S3 backup mode: Failed data only - select or create an S3 bucket for failed delivery backup.

Step 4 - Configure settings

Buffer size: 5
Buffer interval: 60

Leave all other settings as defaults. Click Create delivery stream.

Enable data streaming in Amazon Connect

In the AWS Console, open your Amazon Connect instance details and navigate to Data streaming.

Amazon Connect Data Streaming configuration page with Contact Trace Records section

Enable the Enable data streaming checkbox, select Kinesis Firehose, choose the stream you just created, and click Save.

Add a Firehose Output to an Existing Kinesis Data Stream

If your Amazon Connect instance already uses a Kinesis Data Stream for CTR streaming, add a Firehose consumer to that stream instead of creating a new one.

In the Amazon Kinesis service, go to Data Streams and open the existing stream. In the Consumers section, click Process with Firehose stream.

Kinesis Data Stream summary showing the Consumers section with Process with Firehose stream button

Configure the new Firehose stream output with these settings:

Source and destination

Source: Amazon Kinesis Data Streams (pre-selected)
Destination: HTTP Endpoint
Firehose stream name: any name you prefer

Firehose stream creation - source set to Kinesis Data Streams, destination to HTTP Endpoint

Transform records

Leave the Turn on data transformation checkbox unchecked.

Firehose Transform records section - data transformation disabled

Destination settings

HTTP Endpoint URL: https://comet.eudataservice.com/prod/reporting-manager
Content Encoding: GZIP
Retry Duration: 300 seconds

Firehose destination settings with Comet endpoint URL, GZIP encoding, and 300s retry duration

Backup settings

Select Failed data only and specify an S3 bucket for failed delivery backup.

Firehose backup settings - Failed data only selected with S3 bucket configured

Leave all other settings as defaults.

Approved Origins

Next2Connect must be registered as an approved origin in your Amazon Connect instance for agents to log in.

In the AWS Console, open your Amazon Connect instance and navigate to Approved origins. Click + Add origin and add:

https://agent.next2connect.net
https://sandbox.next2connect.net (temporary - can be removed after go-live)

Connect URL

To integrate Next2Connect with your Amazon Connect instance, you need the instance URL. Depending on when your instance was created, it will be in one of these formats:

https://[instance-name].awsapps.com/connect/
https://[instance-name].my.connect.aws/

Retrieve it from the Access URL field in your Amazon Connect instance details on the AWS Console.

Connect ARN

You will also need the Amazon Connect instance ARN during Next2Connect module setup. Open the Instance Alias to access the Overview section - the ARN is listed there.

The ARN follows this format:

arn:aws:connect:eu-central-1:123456789012:instance/acba171e-9z1a-8237-wg3d-vg1r2zae1c71

The relevant fields within the ARN are:

Position	Field	Example value
4th segment	Region code	`eu-central-1`
5th segment	AWS Account ID	`123456789012`
6th segment	Instance ID	`acba171e-9z1a-8237-wg3d-vg1r2zae1c71`

Note the Connect URL and ARN - both are required in the Administration Panel configuration steps.

Amazon Connect Contact Events

This section is required only if you need to monitor and manage silent calls. It involves configuring Amazon EventBridge to forward Amazon Connect Contact Events to Comet.

1. Create an API Destination in EventBridge

First, create a Connection:

Destination type: Other
Authorization type: API Key
API key name: tenant
Value: your Next2Connect tenant ID

Then create the API Destination using this configuration:

Endpoint URL: https://comet.eudataservice.com/prod/dialer-orchestrator/report-contact-events
HTTP method: POST

2. Create an EventBridge Rule

Create a rule with an event pattern that filters Amazon Connect Contact Events and routes them to the API Destination you created. Replace <aws_region>, <account_id>, and <instance_arn> with your values:

{
  "source": ["aws.connect"],
  "detail-type": ["Amazon Connect Contact Event"],
  "detail": {
    "instanceArn": ["arn:aws:connect:<aws_region>:<account_id>:instance/<instance_arn>"],
    "channel": ["VOICE"],
    "eventType": ["DISCONNECTED"]
  }
}

Set the rule target to the API Destination created above.

Call Transfer from a Third-Party Provider

Amazon Connect does not natively support SIP Trunking, so call transfers are the only option when Amazon Connect is used alongside a third-party telephony provider. In this scenario, Amazon Connect receives calls from the provider's phone number rather than the original caller's number, losing the caller identity needed for contact history matching.

To solve this, Next2Connect supports a system contact attribute called originalPhoneNumber. When populated with the caller's actual phone number, Next2Connect uses it for contact reconciliation and history enrichment without changing the agent experience.

Set the originalPhoneNumber attribute using the Set contact attributes node in your Amazon Connect Contact Flow:

Amazon Connect Contact Flow - Set contact attributes node configured with originalPhoneNumber set dynamically from stored customer input

To also support callbacks, pass originalPhoneNumber to the Set callback number node in the Contact Flow:

Amazon Connect Contact Flow - Set callback number node using the originalPhoneNumber attribute

What's next

With the AWS configuration complete, proceed to Administration Panel Initial Setup to configure your tenant, module instances, and routing profiles.

Overview​

IAM Role​

Trust Relationships​

Minimal Permissions Alternative​

Kinesis Data Firehose​

Add a Firehose Output to an Existing Kinesis Data Stream​

Approved Origins​

Connect URL​

Connect ARN​

Amazon Connect Contact Events​

Call Transfer from a Third-Party Provider​

What's next​