Eudata Connect Suite
To begin using your fully customized solution, there are three main aspects to take care of.
First, please take a look at the technical requirements needed to make the Next2Connect Agent Desktop work.
The following steps will guide you through the mandatory configuration of the AWS administration panel. Please pay specific attention to this part because with an incomplete or incorrect AWS configuration will negatively affect the Eudata Connect Suite.
Last but not least, you will need to set up your Next2Connect environment.
So, let’s dive in!
The Next2Connect AgentDesktop can be accessed through a desktop browser. No particular installation is required, but please note the browser compatibility information.
The Eudata Connect Suite is fully functioning with following browser versions:
|Google Chrome||Latest three version|
|Mozilla Firefox ESR|
Once you are sure that your Amazon Connect instance is active, you can start the configuration process taking care of these key information:
Routing Profile: at least one routing profile should be configured in Amazon Connect to allow the agent login on Next2Connect web Agent Desktop.
IAM role: to manage outbound campaigns, you will need to create an IAM role granting access of your Amazon Connect instance to Comet.
Kinesis Data Firehose: creating a stream with the Kinesis Data Firehose functionality, you will allow Comet to be notified by your Amazon Connect instance about all outbound calls’ results.
To make sure your Amazon Connect instance has the privileges to connect to the Comet outbound campaign functionalities, you need to create a Role that allows a lambda function - running into the Comet AWS account - to perform requests to your Amazon Connect instance.
Inside the AWS Console, go to the IAM service into section Roles.
Click the button Create Role, choose Another AWS account, set the Account ID to 033614604266 and click Next: Permissions.
In the next section, type AmazonConnect in the search box and select the AmazonConnect_FullAccess as permission and click Next: Tags.
In the Tags section you can optionally add one or more tags of your choice and then click Next: Review.
In the last section, you need to specify a name and a description of your choice for the role and then click Create Role.
In the Summary of the role you can copy the Role ARN. This field will be requested during the Next2Connect setup.
Following the instructions in this particular section you will allow Comet to be notified by your Amazon Connect instance about all outbound calls’ results. With this information the Eudata Connect Suite will be able to create insightful reports of the platform usage and consumptions.
You will need to configure the Data Streaming of Contact Trace Records via a Kinesis Data Firehose.
Create a Kinesis Data Firehose
The first step is the creation of a Kinesis Data Firehose. Go to the AWS Console and search "Kinesis" and click on Kinesis Data Firehose.
In the Kinesis Data Firehose delivery streams page, click Create Delivery stream.
To create the stream, you need to specify these parameters:
Step 1: Name and source
- Delivery stream name: any name you prefer. You can use something like: CometReportNotifications.
- Source: select the Direct PUT of other sources option.
- Server-side encryption: you can optionally select the server side encryption with the encryption type you prefer. This feature is optional.
Step 2: Process Records
Click Next, all the defaults values are OK.
Step 3: Choose a destination
- Destination: select HTTP Endpoint.
- HTTP endpoint name: type Comet Report Endpoint.
- HTTP endpoint URL: type https://86gzd74y0c.execute-api.eu-west-1.amazonaws.com/prod/reporting-manager.
- Content encoding: select GZIP.
- Retry duration: type 300.
- s3 backup mode: select Failed data only and choose an S3 bucket to store the data that the stream can not deliver. If you don't have a s3 bucket available, create a new one with all the default values.
Step 4: Configure settings
- Buffer size: type 5.
- Buffer Interval: type 60.
Leave the other configurations as defaults. You can optionally enable the encryption of the S3 bucket and/or add some tags.
Step 5: Review
Review all the configuration and click Create delivery stream.
Go back to the Amazon Connect instance details, and select the Data Streaming menu option:
In this section enable the checkbox Enable data streaming, select Kinesis Firehose option, choose your Kinesis data Firehose stream, just created, and click Save.
On the Amazon Connect console, you need to enable the domain of Next2Connect as “approved origin” for the agent login.
Click on the instance alias of your Amazon Connect instance and navigate to the menu section called Approved origins, click + Add origin and add the value https://agent.next2connect.net. With this configuration the agents will be able to login via the Next2Connect web agent desktop.
To integrate your Next2Connect account with your instance of Amazon Connect you need the URL of the Amazon Connect instance itself.
The URL can be found in two form, it depends on when your Amazon Connect instance has been created:
To retrieve your URL, check the Access URL of your Amazon Connect instance on the AWS Console.
You will need the connect ARN of your Amazon Connect instance in the following step of the Next2Connect Administration Panel configuration. To retrieve it select the Instance Alias to access the Overview section. In this page you can find the instance ARN.
The ARN is something like:
This code contains colons (i.e. “:”) to isolate the key information related to the Amazon Connect instance:
4° section: Amazon Connect region code. In the example above is eu-central-1.
5° section: AWS Account ID. In the example above is 123456789012.
6° section: Amazon Connect instance ID. In the example above is acba171e-9z1a-8237-wg3d-vg1r2zae1c71.
Now you have all the information to proceed in the configuration process. Please note this code along with the connect url so that you can use them in the following steps.
If you get to Next2Connect thanks to AWS marketplace, login into N2C Administration panel using the email address and password you provided during the purchase.
When you log in for the first time, the administration panel will present you the dashboard. The content of the dashboard will be explained in the Administration Panel section.
For now, let’s complete the configuration process step by step.
In the Next2Connect cloud system, a tenant is the equivalent of “company” and it represents your company's private environment. Now let’s take a look at the dashboard overview.
With the left menu you can select the Tenants button, and you will find an existing tenant called MyComet. That’s your tenant, created automatically by the Eudata Connect Suite so you could finish configuring it with your data.
Opening the MyComet section and clicking Manage this Tenant, you can access your configuration environment.
In Tenant Settings section you can find in the left menu, you can customize the tenant informations, such as:
Label: the label you want to display as the name of your tenant. By default, it’s MyComet, but you can choose any label you want.
Tenant Logo: a URL to an image with your company logo.
Tenant Custom Style: a custom CSS file to modify the colors of the administration panel.
Modules: the modules enabled in your tenant. This section should contain the modules you purchased on AWS Marketplace:
CRAB Module: to provide a centralized customer data storage;
Comet Module: to schedule and manage outbound campaigns.
There is only one mandatory configuration on this page, and it's the "Connect URL". If you don't know where to retrieve this information, check the Amazon Connect URL section.
When all the configurations are set, click the Update Tenant button.
By now it’s known that Next2Connect Agent Desktop integrates Comet and CRAB as gadgets. What makes these gadgets work is the configuration of an intermediate layer: modules.
Modules allow you to customize your experience with gadgets and therefore your experience with the agent desktop, because that’s the other step where the integration with Amazon Connect takes place.
By clicking on the Module Instances menu section and selecting the Comet Module Settings panel, you can create a new instance of the Comet Module, specifying your AWS Account data.
The form that opens selecting + CREATE NEW has 5 required fields:
Instance Name: you can give the module a name. It can be any name you like.
connect_instance_region and connect_instance_id: are information about your Amazon Connect instance. If you don't know where to find this information, check the Amazon Connect ARN section. Please, be careful: you don't need the entire Connect Arn in this phase, only the connect_instance_id and the connect_instance_region within the Connect ARN.
connect_instance_cross_account_role: it's the ARN of the IAM Role you created in the IAM Role section.
crab_instance_id: if you are not willing to create a new instance of the CRAB module as well, choose the only available option. The value of this field represents the unique identifier of the CRAB instance that will store all your customer information.
When all fields are completed you can click on the Create Instance button.
Next you need to configure one or more routing profiles in the "Routing Profiles" section.
A Routing Profile in the Next2Connect cloud environment it’s almost a replica of the routing profile you can find in your Amazon Connect instance.
Go to edit on the newly created Routing Profile and select the ARN provided by Amazon Connect from the URL
After copying the ARN you can configure your Routing Profile on Next To Connect. For each of your AWS routing profile you want to use in Next2Connect, you need to replicate some of the configuration you have on Amazon Connect. To configure a new Routing Profile, click on the plus button at the bottom right.
In the configuration form you can specify:
Routing Profile Name: should be the same name of the routing profile you configured on Amazon Connect.
ARN Code: must be the ARN of the routing profile. You can retrieve this value from the AWS edit page URL of the routing profile itself.
Routing Profile Logo: URL of an image that will be used as a logo.
Routing Profile Style: custom CSS style.
Gadgets: you can select one or more system gadgets that should be loaded when an agent assigned to this routing profile logs in into the agent desktop. By default, the system gadgets are:
Crab Registry: allows the agent to browse the customer registry, contacts and metadata;
Comet: allows the agent to schedule and manage outbound campaigns;
Attached Data: shows the agent to view all the attached call data associated with the voice call.
When you assign a Crab or Comet gadget to a routing profile, you need to click on it and select the associated module.
In order to choose the correct gadgets for your routing profile, here are some examples:
In case the routing profile is used by a contact center agent that needs to manage voice calls (both inbound and outbound), probably the best configuration is to enable the Crab Registry and the Attached Data gadgets: with the Crab Registry all the contacts history and information will be available and the attached data will display information about the current voice call. This routing profile doesn't need to manage the Outbound Campaign configurations with the Comet gadget.
If the routing profile is used by an administrator or contact center supervisor that doesn't need to manage incoming calls but only view reports and schedule outbound campaigns, the best configuration is to enable the Crab Registry and the Comet gadgets.
When all the configuration information are set, click on CREATE ROUTING PROFILE.
Remember that you can create more than one routing profile, with different gadgets in it.
And now, all is set up so you can login to the agent desktop and start enjoying all the Eudata Connect Suite functionalities!