DevRev voice support with Amazon
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an agent is added in amazon connect, click on sync support agents from amazon connect button in the snap-in page which can be found when you click on configure. This will sync the relevant permissions to that agent in DevRev.Improving audio quality and call stability\n\nFor better audio quality, follow the instruction guides here:1. Network setup:
Amazon Connect Telephony Integration Guide
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[https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html#country-allow-list-us-canada-govcloud](https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html#country-allow-list-us-canada-govcloud)\n\nAmazon Connect <> DevRev Integration\n\nThere are two parts to the setup of Amazon Connect telephony integration with DevRev.\n\nSetting up Amazon Connect Instance on AWS - Skip directly to the next step if amazon connect instance already
Amazon Connect Telephony Integration Guide
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exists.\n\nSetup on DevRev (Installing the snap-in)Setting up Amazon Connect Instance\n\nLog in to an existing AWS account or create one by following the AWS Guide: [https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-creating.html](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-creating.html)PS: AWS supports Amazon Connect feature in few regions. Check the available regions here:
Amazon Connect Telephony Integration Guide
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to the User Management Tab on the left nav bar\n\nClick Add New Users. Add the user information. In the Security Profile, select Admin for admin and Agent for support agents who are supposed to pick up the call. Select the routing profile to be Basic Routing Profile for all the agents. Add the ACW timeout to be 10 seconds or any desired value.Setup DevRev Integration with Amazon Connect\n\nSelect the instance created in AWS.\n\nGo to Approved Origins from the left Navigation. Click on Add
Amazon Connect Telephony Integration Guide
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created\n\nEnter the SSO URL in case you have configured SAML login as identity management in amazon connect instance.\n\nEnter the complete S3 Bucket names and path for call recording and transcript. The complete bucket names and path can be found here. Copy the complete path directly.\n\nSelect Invite All checkbox if you would like to invite all the support agents to DevRev workspace if not present.\n\nClick on install snap-in.\n\nAfter the snap-in status shows Active, go to the configured
Amazon Connect Telephony Integration Guide
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Amazon Connect.\n\nQ: Agent status not changing after logging-in Amazon connect     If this issue is happening after the snap-in installation is done recently, check if [https://app.devrev.ai](https://app.devrev.ai) is added in the Approved Origins in amazon connect instance setup.Q: Agents not able to see outbound call button or Place a call button on DevRev    1. Check if agent is logged in    2. Check if agent has outbound call permission\n\nQ: How to port existing number to amazon connect?
Amazon Connect Telephony Integration Guide
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point 17 in Setup DevRev Integration with Amazon Connect.\n\nQ: Why are the recording and transcript not available in the meeting object?\n\nCheck if set recording and analytics behavior block is configured  in IVR. For more information, check the 2nd point in Recommended way to setup Amazon Connect IVR.\n\nCheck if the snap-in has the bucket name mentioned for both recording and transcript.\n\nCheck if EventBridge rule is setup for S3 Events. Check point 18 in Setup DevRev Integration with
Amazon Connect Telephony Integration Guide
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[https://docs.aws.amazon.com/connect/latest/adminguide/regions.html](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html)\n\nSelect the region in which the Amazon Connect Instance should be created.\n\nClick on Add Instance\n\nSelect the desired Identity Management and enter desired connect instance url and go to Next.Recommended Option: If you are using an IdP to login to DevRev, it is better to connect the same IdP with the Amazon Connect Instance for a seamless login
Amazon Connect Telephony Integration Guide
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Domain and add [https://app.devrev.ai](https://app.devrev.ai) as the approved domain.\n\nUpdate IVR Flow: (Not needed if already done before) If you are taking inputs from user in the IVR and you want that information to be visible to the agent/ captured in the call, use set contact attributes block. Store the keys in the User Defined Namespace and add the key which needs to be displayed/ captured. For eg: previous_ticket_id is being captured by the user input.\n\nGo to DevRev marketplace and
Amazon Connect Telephony Integration Guide
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[https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html)\n\nQ: Unable to login into Amazon Connect CCP via DevRev\n\nThere can be multiple reasons for login failure:\n\nCheck with the administrator if you are are added as an agent in amazon connect instance.\n\nIf you are recently added as an agent, click on sync amazon connect agents in the snap-in.\n\nIf you are getting
Amazon Connect Telephony Integration Guide
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[https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html](https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html)To enable outbound calling for all the supported regions, raise a support ticket with AWS.Currently, Amazon Connect doesn\'t support claiming of Indian numbers (+91) as support phone numbers. For all the supported countries, check:
Amazon Connect Telephony Integration Guide
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and FAQs\n\nQ: Why is Amazon Connect Instance creation failing? There can be multiple reasons due to which Amazon Connect Instance creation might be failing:\n\n1.  Check if the region is supported to create Amazon Connect Instance: [https://docs.aws.amazon.com/connect/latest/adminguide/regions.html](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html)\n\n2. There might be issue with the service quota limits.
Amazon Connect Telephony Integration Guide
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experience. Select SAML 2.0 based authentication in this case. If not, it is recommended to go ahead with Store users in Amazon Connect as identity management.Note: The identity management cannot be changed after amazon connect instance creation. Thus select carefully.\n\nOptional: Specify an administrator. This step can be skipped as we can specify the admin later. Recommended Option: Select No administrator and go to Next.\n\nSelect the option that you want to allow for telephony. Recommended
Amazon Connect Telephony Integration Guide
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AWS Service, Amazon S3 Event Notification as the Event type, Object Created event and specify the recording and transcript bucket name. Rest all steps will remain  the same. The connection created in previous step can be used for this event bridge rule as well.\n\nGo to Amazon S3 > Buckets. Go to the bucket where recording and transcript is being stored. Go to Properties and switch on Send notifications to Amazon EventBridge for all events in this bucket under Event notifications.\n\nWhenever
Amazon Connect Telephony Integration Guide
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[https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html)2. Agent Workstation setup: [https://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html](https://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html)Troubleshooting Guide
Amazon Connect Telephony Integration Guide
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to use telephony, follow this guide: [https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html](https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html)\n\nQ: Why are the IVR inputs not showing up in the meeting side panel?1. Check if set contact attributes is set in the configured IVR flow. For more information, check the 2nd point in Recommended way to setup Amazon Connect IVR.2. Check if EventBridge rule is configured Amazon Connect events. Check
Amazon Connect Telephony Integration Guide
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"kms:DescribeKey"\n      ],\n      "Resource": "arn:aws:kms:REGION:ACCOUNT_ID:key/KEY_ID"\n    }\n  ]\n}\n\nAfter the IAM role is created, copy the ARN and paste it in the connection page. Save the connection and click on connect on the snap-in page.\n\nEnter the access URL of the amazon connect instance here.The access URL can be copied from here\n\nEnter the Instance ID which is the last part of the instance ARN after /\n\nSelect the region in which amazon connect instance was
Amazon Connect Telephony Integration Guide
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}\n  ]\n}\n\nCreate an event bridge rule in AWS to configure Amazon Connect events. a. Go to EventBridge > Rules > Create Rule. Enter rule name and click Next.b. Select AWS events as the event source. Select Use pattern form as the event pattern creation method. Select Amazon Connect from the AWS service dropdown and All events in the event type. Click on Next.c. Select EventBridge API destination as the target type and click on create a new API destination. Enter the API destination
Amazon Connect Telephony Integration Guide
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install Amazon Connect Telephony snap-in.\n\nTo create a new connection, select the New AWS Connection.\n\nCreate a new IAM role in AWS:a. Click on Create Role in IAM > Rolesb. Select Custom trust policy as the trusted entity type.Enter the following custom policy.{\n\t"Version": "2012-10-17",\n\t"Statement": [\n\t\t{\n\t\t\t"Effect": "Allow",\n\t\t\t"Principal": {\n\t\t\t    "AWS": "arn:aws:iam::087878894592:user/devrev-telephony-prod-useast1"\n\t\t\t},\n\t\t\t"Action":
Amazon Connect Telephony Integration Guide
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page or you can follow the recommended guide below from claiming the phone number to setting up a basic IVR.\n\nRecommended Guide to setup basic functionality for inbound and outbound calling:\n\nIf you already have a phone number and want to port it to Amazon Connect to use telephony, follow this guide: [https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html](https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html)Claim a phone number: a. Click on
Amazon Connect Telephony Integration Guide
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View Phone numbersb. Click on Claim a numberc. Choose the channel as Voice and select the desired country code for the phone number. AWS will provide the list of available phone numbers. Select the desired one. d. Choose the Sample Inbound Flow (Default flow created by AWS) e. Click on Save\n\nIVR Setup: Navigate to flows from the left nav\n\nFor Recordings and Transcripts:  The set recording and analytics behavior block in the start of the IVR Flow is necessary to record all the call
Amazon Connect Telephony Integration Guide
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provided for the Amazon Connect Events in the snap-in configuration page. The HTTP method should be POST.d. Select create a new connectione. Select the Authorization type to be API key. Enter the key name as DEVREV_TOKEN and enter the value which is present in snap-in page.\n\nf. Click on Create a new role for this specific resource and click on Next and create the role.\n\nSimilarly for S3 events, create a new event bridge rule. In the event pattern, select Simple Storage Service (S3) as the
Amazon Connect Telephony Integration Guide
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IAM role and configure the external ID provided in the snap-in page in the IAM trust relationship policy. The IAM trust relationship policy should look like:{\n  "Version": "2012-10-17",\n  "Statement": [\n    {\n      "Effect": "Allow",\n      "Principal": {\n        "AWS": "arn:aws:iam::087878894592:user/devrev-telephony-prod-useast1"\n      },\n      "Action": "sts:AssumeRole",\n      "Condition": {\n        "StringEquals": {\n          "sts:ExternalId": "<external id>"\n        }\n      }\n
Amazon Connect Telephony Integration Guide
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Option: Keep it as default i.e. allow both incoming and outgoing calls to truly experience the features provided by DevRev integration.\n\nYou can customise data storage options here.Recommended Option: Keep this as default and click on Next.\n\nReview the details and click on Create Instance.\n\nUse the Emergency Access to login the first time to setup the instance. If you are an administrator, you can directly use the access URL to login.\n\nYou can directly follow the guide available at home
Amazon Connect Telephony Integration Guide