Introduction

This document explains the integration process of Kore AgentAssist into Amazon Connect contact center with custom contact control panel (CCP) solution.

Definitions and Acronyms

Custom Contact Control Panel (CCP) : It’s a custom solution that hosts Amazon Connect CCP and Kore AgentAssist as an iframe section within a container. The Amazon Connect Third Party Application widget is still in the beta phase and is not available for chat integration.

Prerequisites

• Amazon Connect  Admin Privileges.
• Amazon Connect Instance (available only in the us-east-1 region).
• Amazon Web Services (AWS) Lambda deploying permissions.
• Kore AgentAssist account.

Set up an Amazon Connect instance

1. Sign in to your Amazon Connect instance.
2. Go Amazon Connect > Instances.
3. Click Add an instance to create a new Amazon Connect instance.
   
   
4. Select an option in the Identity Management section and enter the Amazon Connect instance name in the Access URL field.
   
   • This step will create a Amazon Connect host URL as https://<instance-name>.my.connect.aws
5. Click Next.
6. Select Specify an administrator.
   • Fill in the following fields:
     • First name: First name of the administrator.
     • Last name: Last name of the administrator.
     • Username: User name for the administrator to sign in.
     • Password: Password for the administrator to sign in.
     • Password (verify): Reenter the password.
       
       
7. Click Next.
8. Select option(s) in the Telephony Options section.
   
   
9. Click Next.
10. Select an option on the Data storage page.
    
    
11. Click Next.
12. Review and click Edit to change your input.
    
    
13. Click Create.

Sign in as an Administrator

The new instance you created is listed in Amazon Connect.

1. Click the instance alias.
2. Add a list of allowed origins to it by clicking Approved origins, as shown on the following screenshot:
   
   
3. Go to the Overview option of the current instance and click the URL. A new web page opens on a different tab with the following screenshot:
   
   
4. Sign in with the Administrator credentials you created while creating the instance.
   
   This credential gives you the admin access for the contact center and you can modify flows and groups, as required.

Run the code base

1. Get the code base from this URL.
2. Change the backend URL in config.js under scripts/config folder. This backend URL should provide Kore.ai the bot details and AgentAssist iframe token.
3. Change the ccpUrl in initCCP.js. The ccpUrl should be in the following format:
   https://<amazon-connect-instance>.my.connect.aws/connect/ccp-v2
4. Run any light-weight server to access this as a web page.
   Example: python  -m http.server <port-number> 
5. After entering the local host URL, you should be able to see the following screen:
   
   
6. If you initiate the chat, you should be able to see the following screen (Kore AgentAssist on the right):

Chat widget in Amazon Connect

1. Sign in to the Amazon Connect instance.
2. Go to Channels > Communication widget.
   • Here, you find the default widget. You can also create a new widget by clicking Add widget.
     
     
3. Click the required widget.
   • You find the javascript sample code to run the widget on your local device. Copy the code.
4. Paste the code into any HTML file, and run a sample application server.
   python  -m http.server <port-number>
5. You should be able to see the following screen for the chat widget:
   

• • The following screenshot shows Amazon Connect integrated with AgentAssist: