Setting up Contact Center on a Zendesk-managed AWS account

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<p id="docs-hc-snippet" style="display: none;">Use this guide when setting up Zendesk Contact Center for a customer where Zendesk provisions and manages the AWS account. In this deployment model, Zendesk and Zendesk partners complete the customer-specific Amazon Connect and Zendesk configuration described below. Some steps require access that only Zendesk employees have; those steps are marked clearly.</p>
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<p id="docs-ai-summary-content">This guide helps you set up Contact Center on a Zendesk-managed AWS account, from AWS account provisioning to telephony testing. You’ll confirm federated access, create a test user, claim a test phone number, validate inbound and outbound calling, and check that call recordings and transcripts appear on tickets. It also covers optional cleanup of test resources.</p>
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<p class="p">Use this guide when setting up Zendesk Contact Center for a customer where Zendesk provisions
and manages the AWS account. In this deployment model, Zendesk and Zendesk partners complete
the customer-specific Amazon Connect and Zendesk configuration described below. Some steps
require access that only Zendesk employees have; those steps are marked clearly.</p>
<p class="p">Before you begin, make sure you have:</p>
<ul class="ul">
<li class="li">Administrator access to the Zendesk account and its valid subdomain, such as
<code class="ph codeph">example.zendesk.com</code>
</li>
<li class="li">The customer technical contact and the required AWS Region, telephony, and SSO details</li>
<li class="li">A Zendesk contact who can provision the AWS account and perform internal Monitor or
Contact Center Admin actions</li>
<li class="li">An active Contact Center license</li>
</ul>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zcc_zendesk_managed_setup_guide_partners__ul_zendesk_managed_topics">
<li class="li"><a class="xref" href="#step1-provision-aws-account">Step 1: Zendesk provisions the AWS account</a></li>
<li class="li"><a class="xref" href="#step2-configure-connect-access">Step 2: Configure Connect access and validate settings</a></li>
<li class="li"><a class="xref" href="#step3-test-telephony">Step 3: Test telephony capabilities</a></li>
<li class="li"><a class="xref" href="#step4-cleanup">Step 4: Clean up (Optional)</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zcc_zendesk_managed_setup_guide_partners__ul_zcc_zendesk_managed_related_articles">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10342463822746" target="_blank">About AWS services in Contact Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10954975160858" target="_blank">Accessing Amazon Connect and AWS Console from Contact
Center</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="step1-provision-aws-account">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Zendesk provisions the AWS account</h2>
<div class="body">
<div class="note important">
<span class="importanttitle">Important:</span> The actions in this step require a Zendesk employee with access to
the relevant internal provisioning and administration systems.</div>
<p class="p">Start by providing the following information to your Zendesk contact:</p>
<ul class="ul">
<li class="li">Zendesk account name, ID, and valid subdomain, such as <code class="ph codeph">example.zendesk.com</code>
</li>
<li class="li">Customer technical contact details</li>
<li class="li">Intended Amazon Connect Region</li>
<li class="li">Required telephony and SSO configuration details</li>
<li class="li">Preferred Amazon Connect instance name</li>
</ul>
<p class="p">Your Zendesk contact will provision or associate the AWS account, create or identify the
Amazon Connect instance, complete the required internal account and SKU-linking steps, and
confirm when the account is ready.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="step2-configure-connect-access">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Configure Connect access and validate settings</h2>
<div class="body">
<p class="p">In this section, you'll configure a test user, claim a test phone number, and optionally
enable outbound dialing in your Amazon Connect instance.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="step_2_1_configure_test_user">
<h3 class="title topictitle3" id="ariaid-title4">2.1 Configure test user</h3>
<div class="body">
<p class="p">After Zendesk confirms that the AWS account and Amazon Connect instance are ready, create
a test user so you can validate agent access.</p>
<p class="p"><strong class="ph b">To configure a test user</strong></p>
<ol class="ol">
<li class="li">
<p class="p">Navigate to the <strong class="ph b">Overview</strong> page and click the <strong class="ph b">Log in for emergency
access</strong> link:</p>
<p class="p"><img class="image img-screenshot" id="step_2_1_configure_test_user__image_zm_emergency_access" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_emergency_access.png" width="600"></p>
</li>
<li class="li">
<p class="p">From the Amazon Connect Dashboard, navigate to <strong class="ph b">User Management</strong> and click
<strong class="ph b">Add new users</strong>:</p>
<p class="p"><img class="image img-screenshot" id="step_2_1_configure_test_user__image_zm_add_connect_users" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_add_connect_users.png" width="600"></p>
</li>
<li class="li">
<p class="p">From the <strong class="ph b">Add user</strong> page:</p>
<ul class="ul">
<li class="li">
<p class="p">Enter the <strong class="ph b">First name</strong>.</p>
</li>
<li class="li">
<p class="p">Enter the <strong class="ph b">Last name</strong>.</p>
</li>
<li class="li">
<p class="p">Enter the <strong class="ph b">Login</strong>. This must match the corresponding Zendesk user's
primary email address exactly, including capitalization.</p>
</li>
<li class="li">
<p class="p">Select the <strong class="ph b">Security profile</strong> permissions, such as Admin or Agent.</p>
</li>
<li class="li">
<p class="p">Select a <strong class="ph b">Routing profile</strong>, such as Basic Routing Profile.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Save</strong>.</p>
</li>
</ul>
</li>
</ol>
<p class="p"><img class="image img-screenshot" id="step_2_1_configure_test_user__image_zm_connect_test_user" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_connect_test_user.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="step_2_2_claim_test_phone_number">
<h3 class="title topictitle3" id="ariaid-title5">2.2 Claim test phone number</h3>
<div class="body">
<p class="p">Next, claim a temporary phone number and associate it with the sample inbound flow for
testing.</p>
<p class="p"><strong class="ph b">To claim a test phone number</strong></p>
<ol class="ol">
<li class="li">
<p class="p">Navigate to the <strong class="ph b">Phone numbers</strong> page and click <strong class="ph b">Claim a number</strong>:</p>
<p class="p"><img class="image img-screenshot" id="step_2_2_claim_test_phone_number__image_zm_claim_phone_number" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_claim_phone_number.png" width="600"></p>
</li>
<li class="li">
<p class="p">On the <strong class="ph b">Claim Phone number</strong> page:</p>
<ul class="ul">
<li class="li">
<p class="p">Select <strong class="ph b">Voice</strong> as the channel if it isn't already selected by default.</p>
</li>
<li class="li">
<p class="p">Click the <strong class="ph b">DID</strong> tab. Toll-free is also supported, but DIDs are cheaper for testing.</p>
</li>
<li class="li">
<p class="p">Select the country.</p>
</li>
<li class="li">
<p class="p">Select an available phone number from the list.</p>
</li>
<li class="li">
<p class="p">Select the <strong class="ph b">Sample inbound flow (first contact experience)</strong> contact flow
supplied by Amazon Connect.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Save</strong>.</p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="step_2_3_enable_outbound_dialing">
<h3 class="title topictitle3" id="ariaid-title6">2.3 Enable outbound dialing (Optional)</h3>
<div class="body">
<p class="p">If outbound calling is part of your validation plan, assign the test number as the caller
ID for the basic queue.</p>
<p class="p"><strong class="ph b">To enable outbound dialing</strong></p>
<ol class="ol">
<li class="li">
<p class="p">To test outbound calling, navigate to the <strong class="ph b">Queues</strong> page and click
<strong class="ph b">BasicQueue</strong>:</p>
<p class="p"><img class="image img-screenshot" id="step_2_3_enable_outbound_dialing__image_zm_basicqueue" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_basicqueue.png" width="600"></p>
</li>
<li class="li">
<p class="p">On the <strong class="ph b">Edit BasicQueue</strong> page, scroll down to <strong class="ph b">Settings - optional</strong>.</p>
</li>
<li class="li">
<p class="p">Search for and select the phone number you claimed in Step 2.2, then click
<strong class="ph b">Save</strong>.</p>
<p class="p"><img class="image img-screenshot" id="step_2_3_enable_outbound_dialing__image_zm_outbound_caller_id" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_outbound_caller_id.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="step3-test-telephony">
<h2 class="title topictitle2" id="ariaid-title7">Step 3: Test telephony capabilities</h2>
<div class="body">
<p class="p">In this section, you'll verify federated access, then test inbound and outbound calling.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="step_3_1_test_federated_access">
<h3 class="title topictitle3" id="ariaid-title8">3.1 Test federated access to Amazon Connect and AWS</h3>
<div class="body">
<p class="p">Verify that the Zendesk account provides the expected federated access to both Amazon
Connect and the AWS Management Console.</p>
<p class="p"><strong class="ph b">To test federated access to Amazon Connect and AWS</strong></p>
<ol class="ol">
<li class="li">
<p class="p">Log out of the AWS Management Console unless you're using an incognito browser
tab.</p>
</li>
<li class="li">
<p class="p">Log out of and back into your Zendesk account.</p>
</li>
<li class="li">
<p class="p">Navigate to the Contact Center configuration console.</p>
</li>
<li class="li">
<p class="p">From the <strong class="ph b">Overview</strong> page:</p>
<ol class="ol" type="a">
<li class="li">
<p class="p">Click the <strong class="ph b">Amazon Connect Dashboard</strong> link to validate federated access to
the Amazon Connect Dashboard.</p>
</li>
<li class="li">
<p class="p">Click the <strong class="ph b">AWS Console</strong> link to verify access to the AWS Management
Console.</p>
</li>
</ol>
</li>
</ol>
<p class="p">For example:</p>
<p class="p"><img class="image img-screenshot" id="step_3_1_test_federated_access__image_zm_federated_access_links" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_federated_access_links.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="step_3_2_test_inbound_calling">
<h3 class="title topictitle3" id="ariaid-title9">3.2 Test inbound calling</h3>
<div class="body">
<p class="p">Use the test number to place an inbound call, confirm that it reaches an available agent,
and verify the resulting ticket data.</p>
<p class="p"><strong class="ph b">To test inbound calling</strong></p>
<ol class="ol">
<li class="li">
<p class="p">From the Support page in Zendesk, click the user icon in the top-right corner and
select <strong class="ph b">Online</strong> to make the agent available:</p>
<p class="p"><img class="image img-screenshot" id="step_3_2_test_inbound_calling__image_zm_agent_online" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_agent_online.png" width="600"></p>
</li>
<li class="li">
<p class="p">Call the phone number claimed in Step 2.2. Follow the menu options offered by
Amazon Connect to be placed in a queue and transferred to an agent.</p>
</li>
<li class="li">
<p class="p">Accept the incoming call and close the notification:</p>
<p class="p"><img class="image img-screenshot" id="step_3_2_test_inbound_calling__image_zm_incoming_call" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_incoming_call.png" width="600"></p>
</li>
<li class="li">
<p class="p">Speak a few words to validate the recording and call transcription, then end the
call.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Finish wrap-up</strong> to close the Amazon Connect contact:</p>
<p class="p"><img class="image img-screenshot" id="step_3_2_test_inbound_calling__image_zm_finish_wrap_up" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_finish_wrap_up.png" width="600"></p>
</li>
<li class="li">
<p class="p">Wait a few minutes to verify that the call recording and transcription are appended
to the ticket. This may take up to four to five minutes:</p>
<p class="p"><img class="image img-screenshot" id="step_3_2_test_inbound_calling__image_zm_call_recording_transcript" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_call_recording_transcript.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="step_3_3_test_outbound_calling">
<h3 class="title topictitle3" id="ariaid-title10">3.3 Test outbound calling</h3>
<div class="body">
<p class="p">After inbound calling is validated, place an outbound call to confirm that the agent
calling workflow is configured correctly.</p>
<p class="p"><strong class="ph b">To test outbound calling</strong></p>
<ol class="ol">
<li class="li">
<p class="p">From the Support page in Zendesk, click the phone icon. Enter a phone number and
click <strong class="ph b">Call</strong>:</p>
<p class="p"><img class="image img-screenshot" id="step_3_3_test_outbound_calling__image_zm_outbound_call" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_outbound_call.png" width="600"></p>
</li>
<li class="li">
<p class="p">When the call is connected and your phone rings, click <strong class="ph b">End</strong> to hang up.</p>
<p class="p"><img class="image img-screenshot" id="step_3_3_test_outbound_calling__image_zm_end_outbound_call" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_setup_end_outbound_call.png" width="600"></p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Finish wrap-up</strong> in the pop-up window to close the contact.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="step4-cleanup">
<h2 class="title topictitle2" id="ariaid-title11">Step 4: Clean up (Optional)</h2>
<div class="body">
<p class="p">When testing is complete, remove the temporary resources and test data that are no longer
needed.</p>
<p class="p"><strong class="ph b">To clean up the test resources</strong></p>
<ol class="ol">
<li class="li">
<p class="p">Clear the <strong class="ph b">Outbound caller ID number</strong> from the BasicProfile routing profile in
Amazon Connect.</p>
</li>
<li class="li">
<p class="p">Release the phone number claimed in Step 2.2 because it was intended only for
testing.</p>
</li>
<li class="li">
<p class="p">Delete any tickets created in Zendesk during testing and validation.</p>
</li>
</ol>
</div>
</div>
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