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Amazon Connect: Up and Running

You're reading from   Amazon Connect: Up and Running Improve your customer experience by building logical and cost-effective solutions for critical call center systems

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Product type Paperback
Published in Apr 2021
Publisher Packt
ISBN-13 9781800563834
Length 338 pages
Edition 1st Edition
Tools
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Author (1):
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Jeff Armstrong Jeff Armstrong
Author Profile Icon Jeff Armstrong
Jeff Armstrong
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Table of Contents (17) Chapters Close

Preface 1. Section 1: Planning
2. Chapter 1: Benefits of Amazon Connect FREE CHAPTER 3. Chapter 2: Reviewing Stakeholder Objectives 4. Chapter 3: Sketching Your Contact Flows 5. Chapter 4: Connect Costing 6. Section 2: Implementation
7. Chapter 5: Base Connect Implementation 8. Chapter 6: Contact Flow Creation 9. Chapter 7: Creating AI Bots 10. Chapter 8: Interfacing Enterprise Applications 11. Chapter 9: Implementing Callbacks 12. Chapter 10: Implementing Voicemail 13. Chapter 11: Implementing Call Analytics 14. Chapter 12: Implementing Contact Lens 15. Chapter 13: Implementing Chat 16. Other Books You May Enjoy

Configuring your instance

The next phase of the process requires us to configure the Connect instance so that the solution can receive the correct data. Without it, the voicemail solution won't be able to capture the voice stream to actually create a voicemail.

To begin the Connect instance configuration, perform the following steps:

  1. You need to enter the AWS console for Connect as you did to get the instance ID. Once you click on your instance, you will need to locate the Data storage configuration in the menu on the left-hand side of the screen, as depicted in Figure 10.14:

    Figure 10.14 – Data storage

  2. In the main section of the configuration screen, locate the Live media streaming configuration (Figure 10.15) and click the Edit button. This action will expand the section to make changes to the settings. Live media streaming allows the Connect instance to receive the voice stream to perform the voicemail transcription:

    Figure 10.15 – Live media streaming...

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