AWS prescriptive-guidance documentation change
Summary
Updated all references from 'Amazon Connect' to 'Connect Customer' throughout the documentation, including service names, guide titles, and links.
Security assessment
The changes are purely cosmetic rebranding updates (renaming 'Amazon Connect' to 'Connect Customer'). No security vulnerabilities, configurations, or features are mentioned or modified. The content about network setup, VPN split tunneling, logging, and SSO remains unchanged except for the service name.
Diff
diff --git a/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md b/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md index 6bf30f0bd..5c262e012 100644 --- a//prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md +++ b//prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Amazon Connect](welcome.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Connect Customer](welcome.html) @@ -9 +9 @@ -For more information about the following technical best practices and additional recommendations, see [Best practices for Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/best-practices.html) in the _Amazon Connect Administrator Guide_. +For more information about the following technical best practices and additional recommendations, see [Best practices for Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/best-practices.html) in the _Connect Customer Administrator Guide_. @@ -13 +13 @@ For more information about the following technical best practices and additional -**Setting up your network** – A healthy end-to-end network connection is essential for a consistent and stable user experience. You should consider every component, from the agent's device, through their local network connection and virtual private network (VPN), if applicable, to Amazon Connect. A network connection is only as healthy as its weakest link. To optimize your network for Amazon Connect, review [Set up your network](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html) in the _Amazon Connect Administrator Guide_. +**Setting up your network** – A healthy end-to-end network connection is essential for a consistent and stable user experience. You should consider every component, from the agent's device, through their local network connection and virtual private network (VPN), if applicable, to Connect Customer. A network connection is only as healthy as its weakest link. To optimize your network for Connect Customer, review [Set up your network](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html) in the _Connect Customer Administrator Guide_. @@ -15 +15 @@ For more information about the following technical best practices and additional -**Remote agents** – Do your agents use a VPN when they work from home? If so, consider enabling VPN split tunneling for voice traffic. This routes delay-sensitive voice traffic across the local internet instead of sending it back to the data center and routing it out to Amazon Connect over the internet. If you don’t use split tunneling, latency is needlessly increased (resulting in delayed audio or sluggish soft-phone actions), additional traffic load is placed on the VPN concentrator device, and your data center internet ingress and egress charges go up. +**Remote agents** – Do your agents use a VPN when they work from home? If so, consider enabling VPN split tunneling for voice traffic. This routes delay-sensitive voice traffic across the local internet instead of sending it back to the data center and routing it out to Connect Customer over the internet. If you don’t use split tunneling, latency is needlessly increased (resulting in delayed audio or sluggish soft-phone actions), additional traffic load is placed on the VPN concentrator device, and your data center internet ingress and egress charges go up. @@ -28 +28 @@ For more information about the following technical best practices and additional - * Consider whether a non-geographic number (NGN) or toll-free number service (TFNS) provider is required. Porting toll-free, local rate, or direct-dial-in (DDI) numbers to Amazon Connect allows for centralized management and billing of the end-to-end call. Consider the current charging model for your NGN/TFNS service and compare it with Amazon Connect charges. Be mindful of charges for calls that are made outside operating hours. Some NGN/TFNS providers do not charge for these calls if they handle the out-of-hours check and messaging. NGN/TFNS contracts and terms vary, so collect the information carefully to perform an accurate comparison. + * Consider whether a non-geographic number (NGN) or toll-free number service (TFNS) provider is required. Porting toll-free, local rate, or direct-dial-in (DDI) numbers to Connect Customer allows for centralized management and billing of the end-to-end call. Consider the current charging model for your NGN/TFNS service and compare it with Connect Customer charges. Be mindful of charges for calls that are made outside operating hours. Some NGN/TFNS providers do not charge for these calls if they handle the out-of-hours check and messaging. NGN/TFNS contracts and terms vary, so collect the information carefully to perform an accurate comparison. @@ -30 +30 @@ For more information about the following technical best practices and additional - * Timelines for number porting can take several weeks, so file the porting request through a ticket as early as possible. Use the ticket to finalize a cutover date and time. If there are challenges with the timeline, temporarily set a number forwarding transfer from your existing telephony queue to the new Amazon Connect phone number, as detailed in cutover option below. + * Timelines for number porting can take several weeks, so file the porting request through a ticket as early as possible. Use the ticket to finalize a cutover date and time. If there are challenges with the timeline, temporarily set a number forwarding transfer from your existing telephony queue to the new Connect Customer phone number, as detailed in cutover option below. @@ -39 +39 @@ You can use NGN backend repointing or number porting to port phone numbers. -_NGN backend repointing_ – Perform a backend repoint of the frontend NGN number to the inbound number (DDI) hosted on Amazon Connect, as shown in the following diagram. This does not require any public-facing number changes and is typically managed as a service request ticket to the NGN carrier provider. Repointing can be scheduled for a specific date and time. +_NGN backend repointing_ – Perform a backend repoint of the frontend NGN number to the inbound number (DDI) hosted on Connect Customer, as shown in the following diagram. This does not require any public-facing number changes and is typically managed as a service request ticket to the NGN carrier provider. Repointing can be scheduled for a specific date and time. @@ -49 +49 @@ _Number porting_ – This process consists of two stages: - * Completion of number porting – On an agreed date and time, the carrier for DDI-1 ports the number to AWS, so it becomes available for Amazon Connect to use, as illustrated in the following diagram. You can then assign the number to user journeys or functions, and manage it as if it were a natively sourced DDI in AWS. This simplifies billing and provides flexibility, because you can manage telephone numbers in the Amazon Connect console instead of relying on a third-party carrier to process service requests. + * Completion of number porting – On an agreed date and time, the carrier for DDI-1 ports the number to AWS, so it becomes available for Connect Customer to use, as illustrated in the following diagram. You can then assign the number to user journeys or functions, and manage it as if it were a natively sourced DDI in AWS. This simplifies billing and provides flexibility, because you can manage telephone numbers in the Connect Customer console instead of relying on a third-party carrier to process service requests. @@ -56 +56 @@ _Number porting_ – This process consists of two stages: -**Transferring calls between other platforms and Amazon Connect** – Organizations often migrate agents to Amazon Connect in groups based on line of business, job type, or other criteria. During a period of time, agent groups on other platforms are progressively migrated to Amazon Connect. Depending on the number and size of the groups, the migration phase might take several months, and teams that are spread across different platforms might have to transfer calls to each other during this period. +**Transferring calls between other platforms and Connect Customer** – Organizations often migrate agents to Connect Customer in groups based on line of business, job type, or other criteria. During a period of time, agent groups on other platforms are progressively migrated to Connect Customer. Depending on the number and size of the groups, the migration phase might take several months, and teams that are spread across different platforms might have to transfer calls to each other during this period. @@ -60 +60 @@ To transfer calls between platforms, use PSTN DDI numbers. Assign these DDIs onl -Consider whether call attached data has to be exchanged between platforms during transfers. For example, if a caller has passed security checks on one platform, their security status should be exchanged during the call transfer to prevent them from having to go through security again with an agent on Amazon Connect. There are two approaches to consider: +Consider whether call attached data has to be exchanged between platforms during transfers. For example, if a caller has passed security checks on one platform, their security status should be exchanged during the call transfer to prevent them from having to go through security again with an agent on Connect Customer. There are two approaches to consider: @@ -64 +64 @@ Consider whether call attached data has to be exchanged between platforms during - * **Transfers with call attached data** – This approach is relevant for teams that will be spread across platforms for a significant period of time and need to have call attached data exchanged during transfers to maintain operational performance. Use a technique called _rolling dialed number identification service (DNIS)_. For an example of how you can get started with rolling DNIS, see the GitHub repository [Transfers from Legacy Platform into Amazon Connect](https://github.com/aws-samples/Transfers_from_Legacy_Platform_into_Amazon_Connect). + * **Transfers with call attached data** – This approach is relevant for teams that will be spread across platforms for a significant period of time and need to have call attached data exchanged during transfers to maintain operational performance. Use a technique called _rolling dialed number identification service (DNIS)_. For an example of how you can get started with rolling DNIS, see the GitHub repository [Transfers from Legacy Platform into Connect Customer](https://github.com/aws-samples/Transfers_from_Legacy_Platform_into_Amazon_Connect). @@ -69 +69 @@ Consider whether call attached data has to be exchanged between platforms during -**Separate AWS accounts** – Set up different AWS accounts for your Amazon Connect development, testing, and production instances. This approach separates those activities and limits the impact of changes to a single account. It also provides billing boundaries so that the appropriate business unit can pay for development, testing, and production work. +**Separate AWS accounts** – Set up different AWS accounts for your Connect Customer development, testing, and production instances. This approach separates those activities and limits the impact of changes to a single account. It also provides billing boundaries so that the appropriate business unit can pay for development, testing, and production work. @@ -73 +73 @@ You can create new accounts with specific policies, rules, and principles, based -**Logging and alerting** – Enable Amazon CloudWatch Logs to track usage thresholds and errors in contact flows. You can view usage and errors by using CloudWatch dashboards. You can also proactively send alerts through email or SMS text messages. By gaining visibility into low-level system behavior, you can identify and resolve issues quickly before they become bigger problems. An example of a proactive alerting solution for Amazon Connect is described in the blog post [Monitor and trigger alerts using Amazon CloudWatch for Amazon Connect](https://aws.amazon.com/blogs/contact-center/monitor-and-trigger-alerts-using-amazon-cloudwatch-for-amazon-connect/). +**Logging and alerting** – Enable Amazon CloudWatch Logs to track usage thresholds and errors in contact flows. You can view usage and errors by using CloudWatch dashboards. You can also proactively send alerts through email or SMS text messages. By gaining visibility into low-level system behavior, you can identify and resolve issues quickly before they become bigger problems. An example of a proactive alerting solution for Connect Customer is described in the blog post [Monitor and trigger alerts using Amazon CloudWatch for Connect Customer](https://aws.amazon.com/blogs/contact-center/monitor-and-trigger-alerts-using-amazon-cloudwatch-for-amazon-connect/). @@ -75 +75 @@ You can create new accounts with specific policies, rules, and principles, based -**Single sign-on (SSO)** – Use SSO to enable users to log in to Amazon Connect by using their corporate credentials (for example, through Active Directory) instead of requiring a separate username and password. This provides the optimum user experience because it doesn’t require an additional login step or another set of credentials. It also avoids the need to centrally manage separate login credentials for password resets and other operations. Amazon Connect supports a number of identity management integration patterns. For more information, see [Plan your identity management in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/connect-identity-management.html) in the _Amazon Connect Administrator Guide_. +**Single sign-on (SSO)** – Use SSO to enable users to log in to Connect Customer by using their corporate credentials (for example, through Active Directory) instead of requiring a separate username and password. This provides the optimum user experience because it doesn’t require an additional login step or another set of credentials. It also avoids the need to centrally manage separate login credentials for password resets and other operations. Connect Customer supports a number of identity management integration patterns. For more information, see [Plan your identity management in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-identity-management.html) in the _Connect Customer Administrator Guide_. @@ -77 +77 @@ You can create new accounts with specific policies, rules, and principles, based -**Workstation devices** – Verify that end-user (for example, agent and supervisor) machines meet the minimum CPU and memory requirements noted in the [Agent headset and workstation requirements for the CCP](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html) section of the _Amazon Connect Administrator Guide_. If you’re planning to use these workstations for tasks outside contact center work, they should meet higher requirements. Use the Amazon Connect [Endpoint Test Utility](https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html) to check device and network compatibility. We recommend that you run this utility on a variety of agent workstations at different locations, including agents who are working from home or from distinct network-island locations, to ensure compatibility across your organization. +**Workstation devices** – Verify that end-user (for example, agent and supervisor) machines meet the minimum CPU and memory requirements noted in the [Agent headset and workstation requirements for the CCP](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html) section of the _Connect Customer Administrator Guide_. If you’re planning to use these workstations for tasks outside contact center work, they should meet higher requirements. Use the Connect Customer [Endpoint Test Utility](https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html) to check device and network compatibility. We recommend that you run this utility on a variety of agent workstations at different locations, including agents who are working from home or from distinct network-island locations, to ensure compatibility across your organization. @@ -85 +85 @@ You can create new accounts with specific policies, rules, and principles, based -**Microphone and speaker** **settings** – If your organization uses multi-purpose devices, confirm that shared use of microphones and speakers is allowed (turn off exclusive mode). For guidance, see [One-way audio from customers?](https://docs.aws.amazon.com/connect/latest/adminguide/one-way-audio-from-customers.html) in the _Amazon Connect Administrator Guide_. This guidance applies to both speakers and microphones. +**Microphone and speaker** **settings** – If your organization uses multi-purpose devices, confirm that shared use of microphones and speakers is allowed (turn off exclusive mode). For guidance, see [One-way audio from customers?](https://docs.aws.amazon.com/connect/latest/adminguide/one-way-audio-from-customers.html) in the _Connect Customer Administrator Guide_. This guidance applies to both speakers and microphones. @@ -93 +93 @@ You can create new accounts with specific policies, rules, and principles, based - * Do agents use other collaboration applications (such as Microsoft Teams or Zoom) on their devices? This can lead to conflicting demands for speaker and microphone devices on the device, such as when Amazon Connect tries to deliver an incoming call while the agent is on another call. It can also lead to agents missing customer calls because they are busy making internal calls. We recommend removing other collaboration applications, where practical, to avoid call clashes. + * Do agents use other collaboration applications (such as Microsoft Teams or Zoom) on their devices? This can lead to conflicting demands for speaker and microphone devices on the device, such as when Connect Customer tries to deliver an incoming call while the agent is on another call. It can also lead to agents missing customer calls because they are busy making internal calls. We recommend removing other collaboration applications, where practical, to avoid call clashes.