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‎tuts/027-connect-gs/README.md‎

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# Amazon Connect getting started
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This tutorial demonstrates how to get started with Amazon Connect using the AWS CLI. You'll learn the fundamental concepts and operations for working with this AWS service through command-line interface.
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You can either run the automated script `connect-gs.sh` to execute all operations automatically with comprehensive error handling and resource cleanup, or follow the step-by-step instructions in the `connect-gs.md` tutorial to understand each AWS CLI command and concept in detail. The script includes interactive prompts and built-in safeguards, while the tutorial provides detailed explanations of features and best practices.

‎tuts/027-connect-gs/connect-gs.md‎

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# Creating an Amazon Connect instance using the AWS CLI
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Set up a cloud-based contact center with Amazon Connect
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## Prerequisites
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Before you begin this tutorial, you need:
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* An AWS account with permissions to create Amazon Connect resources
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* The AWS CLI installed and configured. For installation instructions, see [Installing or updating the latest version of the AWS CLI](https://docs.aws.amazon.com/cli/latest/userguide/getting-started-install.html).
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* The `AmazonConnect_FullAccess` managed policy attached to your IAM user or role (for production environments, consider using more restrictive permissions)
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* Basic familiarity with command line interfaces and JSON formatting
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* Approximately 15-20 minutes to complete the tutorial
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## Cost estimate
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This tutorial creates resources that may incur charges to your AWS account:
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* Amazon Connect phone number: $1.00 per month for a toll-free number in the US
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* No charges for the Amazon Connect instance itself
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* No charges for creating users or configuring the instance
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* S3 storage for call recordings and chat transcripts: Standard S3 rates apply (approximately $0.023 per GB per month)
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* KMS key usage for encryption: $1.00 per month per key plus $0.03 per 10,000 API requests
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Total estimated cost: Less than $0.01 for completing the tutorial if you clean up resources afterward. If you keep the resources running, expect to pay approximately $1.00 per month for the phone number plus any applicable storage costs.
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## Create an Amazon Connect instance
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The first step is to create a new Amazon Connect instance. When creating an instance, you need to specify how you want to manage user identities.
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**To create an Amazon Connect instance:**
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```bash
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aws connect create-instance \
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--identity-management-type CONNECT_MANAGED \
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--instance-alias my-contact-center \
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--inbound-calls-enabled \
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--outbound-calls-enabled
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```
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This command creates an instance with the following configuration:
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- Identity management type: CONNECT_MANAGED (users stored in Amazon Connect)
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- Instance alias: my-contact-center (this will be part of your access URL)
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- Inbound and outbound calls enabled
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The command returns the instance ID and ARN, which you'll need for subsequent commands:
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```json
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{
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"Id": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"Arn": "arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef"
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}
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```
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After creating the instance, you need to wait for it to become active before proceeding. This may take several minutes.
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**To check the instance status:**
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```bash
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aws connect describe-instance \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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Wait until the `InstanceStatus` field shows `ACTIVE` before proceeding to the next step.
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## Configure an administrator user
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After your instance is active, you need to create an administrator user. First, you need to get the security profile ID for the Admin role and a routing profile ID.
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**To list security profiles:**
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```bash
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aws connect list-security-profiles \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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Find the ID of the Admin security profile in the output:
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```json
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{
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"SecurityProfileSummaryList": [
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{
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"Id": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"Arn": "arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef/security-profile/abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"SecurityProfileName": "Admin"
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},
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...
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]
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}
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```
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**To list routing profiles:**
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```bash
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aws connect list-routing-profiles \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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Note the ID of a routing profile from the output:
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```json
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{
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"RoutingProfileSummaryList": [
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{
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"Id": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"Arn": "arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef/routing-profile/abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"Name": "Basic Routing Profile"
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},
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...
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]
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}
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```
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Now you can create an administrator user:
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**To create an admin user:**
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```bash
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aws connect create-user \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--username admin \
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--password "StrongPassword123!" \
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--identity-info FirstName=Admin,LastName=User,Email=admin@example.com \
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--phone-config PhoneType=DESK_PHONE,AutoAccept=true,AfterContactWorkTimeLimit=30,DeskPhoneNumber=+12065550100 \
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--security-profile-ids abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--routing-profile-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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Make sure to replace the security profile ID and routing profile ID with the values you obtained from the previous commands. Also, use a strong, unique password instead of the example shown.
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The command returns the user ID and ARN:
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```json
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{
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"UserId": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"UserArn": "arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef/agent/abcd1234-a123-4567-xmpl-a123b4cd56ef"
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}
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```
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## Configure telephony options
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After creating your instance and administrator user, you can configure telephony options for your contact center.
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**To enable early media audio:**
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```bash
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aws connect update-instance-attribute \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--attribute-type EARLY_MEDIA \
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--value true
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```
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Early media allows your agents to hear pre-connection audio such as busy signals or failure-to-connect errors during outbound calls.
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**To enable multi-party calls and enhanced monitoring for voice:**
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```bash
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aws connect update-instance-attribute \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--attribute-type MULTI_PARTY_CONFERENCE \
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--value true
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```
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This enables up to six participants on a call.
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**To enable multi-party chats and enhanced monitoring for chat:**
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```bash
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aws connect update-instance-attribute \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--attribute-type MULTI_PARTY_CHAT_CONFERENCE \
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--value true
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```
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This enables up to six participants on a chat.
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## View data storage configurations
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Amazon Connect automatically creates storage configurations for various data types. You can view these configurations to understand where your data is stored.
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**To list storage configurations for chat transcripts:**
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```bash
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aws connect list-instance-storage-configs \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--resource-type CHAT_TRANSCRIPTS
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```
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The command returns information about the S3 bucket where chat transcripts are stored:
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```json
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{
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"StorageConfigs": [
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{
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"AssociationId": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"StorageType": "S3",
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"S3Config": {
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"BucketName": "amzn-s3-demo-connect-abcd1234",
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"BucketPrefix": "connect/instance-id/chat-transcripts",
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"EncryptionConfig": {
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"EncryptionType": "KMS",
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"KeyId": "arn:aws:kms:us-west-2:123456789012:key/abcd1234-a123-4567-xmpl-a123b4cd56ef"
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}
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}
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}
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]
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}
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```
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You can also view storage configurations for other resource types by changing the `--resource-type` parameter to values like `CALL_RECORDINGS`, `SCHEDULED_REPORTS`, or `MEDIA_STREAMS`.
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## Set up a phone number
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To enable your contact center to receive calls, you need to set up a phone number.
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**To search for available phone numbers:**
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```bash
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aws connect search-available-phone-numbers \
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--target-arn arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--phone-number-type TOLL_FREE \
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--phone-number-country-code US \
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--max-results 5
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```
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This command searches for available toll-free phone numbers in the United States. The output includes a list of available phone numbers:
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```json
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{
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"AvailableNumbersList": [
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{
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"PhoneNumber": "+18005550100",
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"PhoneNumberType": "TOLL_FREE",
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"PhoneNumberCountryCode": "US"
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},
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...
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]
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}
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```
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**To claim a phone number:**
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```bash
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aws connect claim-phone-number \
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--target-arn arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--phone-number +18005550100
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```
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Replace the phone number with one from the search results. The command returns the claimed phone number's details:
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```json
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{
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"PhoneNumberId": "abcd1234-a123-4567-xmpl-a123b4cd56ef",
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"PhoneNumberArn": "arn:aws:connect:us-west-2:123456789012:phone-number/abcd1234-a123-4567-xmpl-a123b4cd56ef"
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}
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```
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Make note of the `PhoneNumberId` value, as you'll need it to release the phone number later.
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## Troubleshooting
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**Instance creation fails with "ServiceQuotaExceededException"**
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If you receive this error, you've reached the limit for the number of Amazon Connect instances in your account. You can request a quota increase through the Service Quotas console or delete unused instances.
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**To check your current Amazon Connect instance quota:**
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```bash
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aws service-quotas get-service-quota \
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--service-code connect \
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--quota-code L-AA19FD77
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```
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**To list existing instances:**
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```bash
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aws connect list-instances
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```
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**Security profiles not found after instance creation**
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If you can't list security profiles immediately after creating an instance, wait a few more minutes for the instance to fully initialize. The instance status may show as ACTIVE before all resources are fully provisioned.
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**Phone number claim fails**
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If claiming a phone number fails, the number may have been claimed by another user. Try searching for available numbers again and select a different one.
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## Going to production
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This tutorial demonstrates how to create and configure an Amazon Connect instance using the AWS CLI. For production environments, consider the following best practices:
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### Security considerations
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1. **Password management**: Store administrator passwords in AWS Secrets Manager instead of using hardcoded values or storing them in log files.
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```bash
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aws secretsmanager create-secret \
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--name "connect/admin-password" \
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--secret-string "StrongPassword123!"
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```
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2. **IAM permissions**: Use the principle of least privilege by creating custom IAM policies instead of using the `AmazonConnect_FullAccess` managed policy.
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3. **Resource tagging**: Apply tags to all resources for better organization, cost tracking, and access control.
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```bash
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aws connect tag-resource \
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--resource-arn arn:aws:connect:us-west-2:123456789012:instance/abcd1234-a123-4567-xmpl-a123b4cd56ef \
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--tags Environment=Production,Owner=ContactCenterTeam
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```
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4. **Encryption**: Review and customize the default encryption settings for data storage.
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5. **Network security**: Consider using Amazon Connect with AWS PrivateLink to keep traffic within the AWS network.
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### Architecture best practices
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1. **High availability**: Deploy Amazon Connect in multiple AWS regions for disaster recovery.
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2. **Integration with identity providers**: For production environments, consider using SAML 2.0 identity providers instead of CONNECT_MANAGED user management.
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3. **Monitoring and logging**: Set up CloudWatch alarms and dashboards to monitor your contact center performance.
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4. **Contact flow versioning**: Use a version control system to manage your contact flow configurations.
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For more information on production best practices, see:
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- [Amazon Connect Security Best Practices](https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html)
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- [Amazon Connect Architecture Center](https://aws.amazon.com/architecture/connect/)
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- [AWS Well-Architected Framework](https://aws.amazon.com/architecture/well-architected/)
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## Clean up resources
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When you're done with your Amazon Connect instance, you can clean up the resources to avoid incurring charges.
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**To release a claimed phone number:**
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```bash
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aws connect release-phone-number \
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--phone-number-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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**To delete the Amazon Connect instance:**
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```bash
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aws connect delete-instance \
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--instance-id abcd1234-a123-4567-xmpl-a123b4cd56ef
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```
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Deleting the instance will also delete all associated resources, including users, security profiles, and routing profiles.
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## Next steps
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Now that you've created an Amazon Connect instance, you can explore additional features:
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* [Set up contact flows](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow.html) to define how contacts are handled in your contact center
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* [Configure queues](https://docs.aws.amazon.com/connect/latest/adminguide/create-queue.html) to manage how contacts are distributed to agents
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* [Set up quick connects](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html) to enable agents to transfer contacts to specific destinations
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* [Enable contact recording](https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html) to record customer interactions for quality assurance
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* [Integrate with Amazon Lex](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html) to add chatbots to your contact center
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* [Set up real-time and historical metrics](https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-reports.html) to monitor your contact center performance

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