Administering and Configuring Amazon Connect (ACAC)

The Administering and Configuring Amazon Connect course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center.


The lab environment emulates a typical deployment and provides each learner with a dedicated instance of Amazon Connect. Learners initially create a stable lab environment by performing basic configuration using approved validation procedures.


Course topics include setting up accounts, navigating the Amazon Connect Dashboard, configuring basic Contact Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and creating a typical Call Center Agent operating environment. Configuring more complex Contact Flows utilizing Lex Bots and Lambda provides experience integrating with other AWS services. Functional testing and problem isolation are featured in the Monitoring, Recording, and Reporting module.


Note: Amazon Connect is not available in all countries; a notable exception includes India.

Course Information

Price: $2,995.00
Duration: 3 days
Certification: 
Exam: 
Learning Credits:

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Prerequisites:

Each attendee must have a telephony device with local call access, and a PC/laptop with audio/video capability.

 

Target Audience:

  • Administrators
  • Systems engineers
  • AWS partners

 

Course Objectives:

Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of Connect deployments, including integration with commonly deployed AWS services, such as Lambda, Lex, and Polly.

 

Course Outline:

The Administering and Configuring Amazon Connect (ACAC) course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.


Module 1: Introduction to Amazon Connect and related AW Services

  • Amazon Connect overview
  • Amazon Connect and the AWS ecosystem
  • Utilizing additional AWS services with Amazon Connect

Module 2: Configuring the Contact Center 

  • IAM and Console Access
  • Lab 1: Create an AWS Account (Instructor Demo)
  • Create an Amazon Connect Instance
  • Lab 2: Configure an Amazon Connect Instance
  • Configuration Components of Amazon Connect
  • The Dashboard Configuration Guide
  • Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard

Module 3: Contact Flows 

  • Contact Flow Designer
  • Contact Flow Designer – Blocks
  • Building a Basic Contact Flow (Instructor Demo)
  • Lab 4: Design Contact Flows
  • Queuing
  • Lab 5: Create Custom Queue Logic
  • Contact Attributes
  • Lab 6: Use Contact Attributes
  • Polly and SSML
  • Lab 7: Integrate Amazon Polly and SSML
  • Chat and Contact Flows
  • Lab 8: Configure Chat in a Contact Flow

Module 4: Advanced Contact Flows 

  • Calling on a Lambda function
  • Lab 9: Invoke a Lambda Function
  • Building a Lex Bot
  • Lab 10: Build a Lex Bot

Module 5: Screenpops 

  • Screenpops
  • Screenpop with Lambda and DynamoDB (Instructor Demo)
  • Lab 11: Create Screenpop using Lambda and DynamoDB

Module 6: Agents 

  • Agent Hierarchies
  • Lab 12: Define Agent Hierarchy
  • Monitoring Contacts
  • Lab 13: Monitor Calls and Chats
  • Recording Voice Contacts
  • Lab 14: Configure Recording
  • Callback
  • Lab 15: Configure Callback

Module 7: Reporting 

  • Reporting
  • Lab 16: Configure Reporting
  • Module 8: System Verification and Troubleshooting 
  • Troubleshooting Amazon Connect
  • Lab 17: Review of System Verification Functions


The Administering and Configuring Amazon Connect course contains the following lab activities – 

  • Lab 1: Create an AWS Account (Instructor Demo)
  • Lab 2: Configure an Amazon Connect Instance
  • Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard
  • Lab 4: Design Contact Flows
  • Lab 5: Create Custom Queue Logic
  • Lab 6: Use Contact Attributes
  • Lab 7: Integrate Amazon Polly and SSML
  • Lab 8: Configure Chat in a Contact Flow
  • Lab 9: Invoke a Lambda Function
  • Lab 10: Build a Lex Bot
  • Lab 11: Create Screenpop using Lambda and DynamoDB
  • Lab 12: Define Agent Hierarchy
  • Lab 13: Monitor Calls and Chats
  • Lab 14: Configure Recording
  • Lab 15: Configure Callback
  • Lab 16: Configure Reporting
  • Lab 17: Review of System Verification Functions