AWS prerequisites for Contact Center

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<p id="docs-hc-snippet" style="display: none;">Before you set up Contact Center, you must configure specific components within your AWS account.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p class="p">Before you set up Contact Center, you must configure specific components within your AWS
account.</p>
<p class="p">Do the following to configure Amazon Connect:</p>
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<ul class="ul" id="topic_aqx_jnf_yfc__ul_l5b_jhk_ljc">
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<strong class="ph b">Create the Amazon Connect instance</strong>. The CloudFormation template requires the
instance ARN (Amazon Resource Name) to be populated. See the Amazon Connect documentation
to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instances.html" target="_blank">create an Amazon Connect instance</a>.</li>
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<strong class="ph b">Enable customer profiles</strong> for the Amazon Connect instance. See the Amazon Connect
documentation to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/enable-customer-profiles.html" target="_blank">enable customer profiles</a>.</li>
<li class="li">
<strong class="ph b">Enable data streaming</strong> for the Amazon Connect instance and configure a valid
Kinesis Data Stream for the Contact Trace Records events. See the Amazon Connect
documentation to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/data-streaming.html" target="_blank">enable data streaming</a>. Note that a Kinesis Data
Stream is required, not a Kinesis Firehose.</li>
<li class="li">
<strong class="ph b">Add the Zendesk Contact Center URL as approved origins</strong> for your Amazon Connect
instance. To do so, go to AWS Console &gt; Amazon Connect &gt; Instance alias &gt; Approved
origins, then enter the following two entries. Be sure to substitute the region and
workspace tags with the correct values. Within the Zendesk infrastructure:<div class="p">
<ul class="ul" id="topic_aqx_jnf_yfc__ul_m5b_jhk_ljc">
<li class="li">https://${<em class="ph i">Zendesk instance name</em>}</li>
<li class="li">https://1162892.apps.zdusercontent.com</li>
<li class="li">https://1162894.apps.zdusercontent.com<p class="p">Replace <em class="ph i">Zendesk instance name</em> with
your Zendesk subdomain. Example: https://demoinstance.zendesk.com.</p>
</li>
</ul>
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</li>
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<strong class="ph b">Enable attachments</strong>, if you are using web chat as a channel. See the Amazon
Connect documentation to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/enable-attachments.html" target="_blank">enable attachments</a>. <p class="p">If you enable attachments,
you must configure a CORS policy for the S3 bucket where the attachments are stored. To
do so, navigate to S3, then select the bucket. Click the Permissions tab, then paste the
following configuration in the Cross-origin resource sharing (CORS) section. Be sure to
substitute the region and workspace tags with the correct values.</p>
<div class="p">
<pre class="pre codeblock"><code>[
{
"AllowedHeaders": [
"*"
],
"AllowedMethods": [
"PUT",
"GET"
],
"AllowedOrigins": [
"https://${LMWorkspace}.my.connect.aws",
"https://engage.${LMRegion}.localmeasure.com",
"https://${LMWorkspace}.${LMRegion}.localmeasure.com"
],
"ExposeHeaders": []
}
]</code></pre>
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<p class="p">Additionally, if you plan to use Amazon Connect cases, you must enable cases for
the Amazon Connect instance. See the Amazon Connect documentation to <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/enable-cases.html" target="_blank">enable cases</a>. </p>
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