Implementing Zendesk Contact Center

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener noreferrer" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="addon_contact-center"><figure class="wysiwyg-table wysiwyg-table-align-left"><table><tbody><tr>
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<td>Contact Center</td>
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<p class="p"><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">This article helps you implement Zendesk Contact Center in your Amazon account. Some of the processes mentioned below might need to be carried out by the Zendesk Professional Services team.</span></p>
<p class="p"><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">If you have Contact Center bundled with Amazon Connect managed by Zendesk, see </span><a href="https://support.zendesk.com/hc/en-us/articles/10512753593370"><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Getting Started with Contact Center</span></a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">.</span></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="cc_getstarted__ul_kx3_rzt_ygc">
<li class="li" data-list-item-id="e096c8eb8cef2aa753e7717c14f8572b6"><a class="xref" href="#topic_lhf_szt_ygc">Understanding Contact Center components</a></li>
<li class="li" data-list-item-id="ef6192d38df3ac16446fe3cd746a35d2f"><a class="xref" href="#topic_lqz_5zt_ygc">Setting up Amazon Connect</a></li>
<li class="li" data-list-item-id="e613835a9f06ae82e60de44bcc3e6e343"><a class="xref" href="#topic_xwl_vzt_ygc">Linking Connect and Contact Center with a CloudFormation stack</a></li>
<li class="li" data-list-item-id="e142c9abb75e502b708e9b523f99aff04"><a class="xref" href="#topic_lhm_vzt_ygc">Setting up users and access</a></li>
<li class="li" data-list-item-id="e51f8f85d4b4b6d3695dd77bc5ea4bbe8"><a class="xref" href="#topic_jjn_vzt_ygc">Configuring Contact Center to send call recordings to Zendesk</a></li>
<li class="li" data-list-item-id="ed4de7b5011c96404232291e7266b4e12"><a class="xref" href="#topic_tb4_vzt_ygc">Configuring allowed domains in Connect</a></li>
<li class="li" data-list-item-id="e9ca2f6767791b51ee98a3e04551f0eba"><a class="xref" href="#topic_xk4_vzt_ygc">Installing and configuring the Zendesk Contact Center app</a></li>
<li class="li" data-list-item-id="eba6e6be588262970e4903240552dcdff"><a class="xref" href="#topic_us4_vzt_ygc">Next steps</a></li>
</ul>
<p>A PDF version of this guide is attached at the end of the article.</p>
</div><div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lhf_szt_ygc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Contact Center components</h2>
<div class="body">
<p class="p">Before you start, it’s important to know the key building blocks of Contact Center and how they interact. Contact Center runs on Amazon Connect, a cloud contact center that manages calls, chats, queues, and contact flows. There are several terms you'll need to be familiar with before you get started.</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9829206009242">Understanding Contact Center components</a>.</p>
</div>
</div><div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lqz_5zt_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Setting up Amazon Connect</h2>
<div class="body">
<p class="p">Connect is the cloud service that powers Contact Center. It manages calls, chats, queues, and contact flows. Each Contact Center customer must run a Connect instance in their own AWS account, and a Contact Center account can link to only one Connect instance.</p>
<p class="p">You can automatically set up Connect, or manually set it up yourself.</p>
<p class="undefined">See <a href="https://support.zendesk.com/hc/en-us/articles/9696121369370">Setting up Amazon Connect for Contact Center</a>.</p>
</div>
</div><div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_xwl_vzt_ygc">
<h2 class="title topictitle2" id="ariaid-title5">Linking Connect and Contact Center</h2>
<div class="body">
<p class="p">To link Connect and Contact Center, use a CloudFormation stack provided by Zendesk. The stack is a pre-defined set of AWS resources and configurations that sets up everything you need.</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9543543231258">Linking Connect and Contact Center with a CloudFormation stack</a>.</p>
</div>
</div><div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lhm_vzt_ygc">
<h2 class="title topictitle2" id="ariaid-title6">Setting up users and access</h2>
<div class="body">
<p class="p">Users (agents or admins) need to sign into Contact Center, and Connect must allow the connection. Contact Center uses Amazon Cognito for agent authentication, including single sign-on (SSO).</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9459000058010"><span class="wysiwyg-underline">Setting up Contact Center users and access</span></a><span class="wysiwyg-underline">.</span></p>
</div>
</div><div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_tb4_vzt_ygc">
<h2 class="title topictitle2" id="ariaid-title9">Configuring allowed domains in Connect</h2>
<div class="body">
<p class="p">Because Contact Center is a separate web app that links to Connect through a browser, you must whitelist the Contact Center domain in the Connect instance settings. This ensures that when an agent uses Contact Center, Connect recognizes it and permits the connection.</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9829256194330">Configuring allowed domains for Contact Center</a>.</p>
<h2 class="title topictitle2" id="ariaid-title7">Configuring Contact Center to send call recordings to Zendesk</h2>
<div class="body">
<p class="p">Contact Center can send call recordings to Zendesk, where they can be accessed in a ticket. This action is known as <em class="ph i">writeback</em>. To allow Contact Center to send call recordings back to Zendesk after a call, turn on the Voice Post Call Lambda in AWS.</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9696142065306">Configuring Contact Center to send call recordings to Zendesk</a>.</p>
</div>
</div>
</div><div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_xk4_vzt_ygc">
<h2 class="title topictitle2" id="ariaid-title10">Installing and configuring the Zendesk Contact Center app</h2>
<div class="body">
<p class="p">The Contact Center app from the Zendesk Marketplace is the interface you'll use to control your contact center. Before you can use Contact Center, you must install the app and configure various settings.</p>
<p class="p">See <a href="https://support.zendesk.com/hc/en-us/articles/9459088830874">Installing and configuring the Zendesk Contact Center app</a>.</p>
<h2 class="undefined" id="h_01K954P1Y5TJWA278PAPKZYY7E">Testing your Contact Center installation</h2>
<p class="undefined">After completing the previous steps, you're ready to test Contact Center to make sure everything is working correctly. If you have any problems, see <a href="https://support.zendesk.com/hc/en-us/articles/9696137463066">Troubleshooting Contact Center</a>.</p>
<p class="undefined">See <a href="https://support.zendesk.com/hc/en-us/articles/9832930064026">Testing Contact Center</a>.</p>
</div>
</div><div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_us4_vzt_ygc">
<h2 class="title topictitle2" id="ariaid-title11">Next steps</h2>
<div class="body">
<p class="p">Now that you've completed the installation, here are some useful resources to help you get started using Contact Center.</p>
<ul class="ul" id="topic_us4_vzt_ygc__ul_jhm_d35_ygc">
<li class="li" data-list-item-id="eb4ec5ecfa1a1fa4929ee4de620ae2f92" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459009706266-Accessing-workflows-in-Contact-Center" rel="noopener noreferrer" target="_blank">Accessing workflows in Contact Center</a></li>
<li class="li" data-list-item-id="e5858dc80c0f5412edbe1bb2eb98af979" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9611882665754-Contact-Center-general-integration-settings" rel="noopener noreferrer" target="_blank">Contact Center general integration settings</a></li>
<li class="li" data-list-item-id="eeee702069856e1cdfb37848487078e7f" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459017998618" rel="noopener noreferrer" target="_blank">Mapping and displaying Contact Attributes</a></li>
<li class="li" data-list-item-id="ee54c5f0a63e408033f92b8e4318d6b5b" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9611893524634-Manually-associating-Contact-Center-calls-to-tickets" rel="noopener noreferrer" target="_blank">Manually associating Contact Center calls to tickets</a></li>
<li class="li" data-list-item-id="e508a15beabd0cf248991abc8fb534b6d" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459045766170-Accessing-call-recording-and-transcription-settings-in-Contact-Center" rel="noopener noreferrer" target="_blank">Accessing call recording and transcription settings in Contact Center</a></li>
</ul>
</div>
</div><p>
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