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Amazon Connect

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Naomi Papoushado
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Who can do this? TA_1.png

Bring Amazon Connect calls into Gong.

Overview

Amazon Connect saves calls in two files:

  • Call recordings are saved as .wav files

  • Call metadata, known as contact trace records (CTR), are saved as JSON or zip files

Gong scans the CTRs, and identifies which calls to import based on two rules:

  1. The call owner matches a Gong user with import telephony calls enabled.

  2. The length of the recording is over the minimum import threshold set in your company settings.

Gong extracts the link to the audio file from the CTR, and then imports the call.

Gong can retrieve Amazon Connect call recordings and CTRs only from Amazon Simple Storage Service (Amazon S3). However, they are not saved there by default.

Follow the steps below to:

  1. Configure your AWS account to store your Amazon Connect calls in S3.

  2. Configure CTRs to be stored in S3.

  3. Make sure Gong can access your S3 buckets.

  4. Enable the Gong-Amazon Connect integration, including configuring Gong to collect calls.

Note

This article describes native Amazon Connect screens and functionalities. The settings described may vary slightly in the Service Cloud Voice bundle.

Step 1: Set up Amazon Connect to store calls in S3

  1. In your AWS Console, go to Amazon Connect settings > Data Storage.

    Amazon_Connect_1.png

  2. Enable Call recordings.

    Amazon_Connect_2.png

  3. Choose the desired S3 bucket to store the call recordings.

    Amazon_Connect_3.png

Step 2: Configure CTRs to be stored in S3

Export CTRs stored in Amazon Connect by streaming these events to an Amazon Kinesis Data Firehose delivery stream. The Amazon Kinesis Data Firehose can be configured to deliver the CTRs to an S3 bucket.

  1. In your AWS console, go to Amazon Kinesis, select Kinesis Data Firehose, and then click Create delivery stream.

    AmazonConnect_new_1.pngAmazonConnect_new_2.png

  2. Choose the source and destination:

    • Set the source to Direct PUT, meaning the data will be pushed directly from Amazon Connect into the Firehose delivery stream.

    • Set the destination to Amazon S3.

    AmazonConnect_new_3.png

  3. In the Delivery stream name, enter a meaningful name.

  4. Make sure that Transform and convert records settings are Disabled (as they are by default).

  5. For the destination settings:

    1. Provide a valid Amazon S3 bucket.

    2. Leave Dynamic partitioning disabled.

    3. Leave the optional prefix settings blank.

      Note

      By default, Kinesis Data Firehose appends the prefix “YYYY/MM/dd/HH” (in UTC) to the data it delivers to Amazon S3.

      This is good - GONG REQUIRES THIS FORMAT TO SUCCESSFULLY IMPORT CALLS!

  6. Choose Create delivery stream and wait for the delivery stream to become active.

    This can take several minutes.

  7. In your AWS console, go to Amazon Connect settings > Data Streaming.

    AmazonConnect_new_4.png

  8. Make sure that data streaming is enabled.

  9. In the Contact Trace Records area, choose Kinesis Firehose, and select the delivery stream created above.

    AmazonConnect_new_5.png

  10. Click Save.

Step 3: Ensure Gong can access both S3 buckets

There are 2 ways you can give Gong access to your S3 buckets:

  1. Create general access credentials for both S3 buckets, and set Gong to retrieve CTR/metadata files and audio/recordings using those credentials.

  2. Have Gong define a dedicated user to access both S3 buckets to retrieve CTR/metadata files and audio/recordings - contact Gong Support to set this up.

Whatever way you chose, make sure that you have all the information you need to enable the integration in step 4:

  • AWS S3 access key ID (for general access method only)

  • AWS S3 secret access key (for general access method only)

  • S3 path - the file path to the CTR files set up in step 2.

Step 4: Enable the Gong-Amazon Connect integration

Before you begin: Make sure that there is at least one call from the past week in the call recording and CTR S3 buckets. This call is used to validate the path when the integration is enabled.

  1. In Gong, in your company settings page, go to Data Capture > Telephony systems.

  2. Click + Add telephony system and then choose Amazon Connect.

  3. According to your chosen access method, enter:

    • S3 Access Key ID (for general access method only)

    • S3 Secret Access Key (for general access method only)

    • The S3 region of the S3 bucket

  4. Add the S3 metadata path - this is the path to the metadata files in the folder structure you set up in step 2.

    We get the location of the call recording from the metadata (CTR) file, so there's no need to specify it.

  5. Select the Speaker Channel to the desired channel.

  6. Click CONNECT.