Poly-Integrated Amazon Connect CCP on the AWS Cloud on AWS

Partner Solution Deployment Guide

August 2023
Lewis Collins, Poly
Dave May, AWS Integration & Automation team

Refer to the GitHub repository to view source files, report bugs, submit feature ideas, and post feedback about this Partner Solution. To comment on the documentation, refer to Feedback.

This Partner Solution was created by Poly in collaboration with Amazon Web Services (AWS). Partner Solutions are automated reference deployments that help people deploy popular technologies on AWS according to AWS best practices. If you’re unfamiliar with AWS Partner Solutions, refer to the AWS Partner Solution General Information Guide.

Overview

This Partner Solution reference deployment guide provides step-by-step instructions for deploying the Poly-integrated Amazon Connect Contact Control Panel (CCP) on the AWS Cloud.

This Partner Solution is for users who have already configured an Amazon Connect instance in their AWS account and want to enable support for Poly Remote Call Control (RCC), which provides headset button call control.

Poly-integrated Amazon Connect CCP on AWS

The Partner Solution deploys a small website into your AWS account, consisting of a Poly integrated version of the Amazon Connect CCP. The website integrates Poly with AmazonConnect CCP by combining the Amazon Connect Streams application programming interface (API) and the Plantronics Hub API.

During the deployment of the Partner Solution, you’re prompted for your Amazon Connect instance alias and optional custom domain name information. This allows the Poly website that is deployed into your AWS account to integrate with your Amazon Connect instance and, optionally, to be served from your existing custom domain. This Partner Solution provides the following benefits:

Poly (including Poly or Plantronics-branded) headset support, providing correct headset button controls and audio path enablement
The Poly-integrated Amazon Connect CCP, served via a highly available, scalable Amazon CloudFront website distribution with Secure Sockets Layer (SSL) security

Costs and licenses

There is no cost to use this Partner Solution, but you will be billed for any AWS services or resources that this Partner Solution deploys. For more information, refer to the AWS Partner Solution General Information Guide.

The Poly-integrated Amazon Connect CCP and this Quick Start do not require a license. However, to use the Poly-integrated Amazon Connect CCP with headset support, the Plantronics Hub software must be installed on the end user’s PC. The Plantronics Hub software is available as Windows and Mac (EXE/DMG) or Windows MSI installations.

Architecture

Deploying this Partner Solution with your Amazon Connect instance alias and optional custom domain name information as parameters (the second deployment option) builds the following environment in the AWS Cloud to serve the Poly-integrated Amazon Connect CCP.

Figure 1. Partner Solution architecture for Connect CCP on AWS

As shown in Figure 1, this Partner Solution sets up the following:

A highly available, scalable CloudFront HTTPS website distribution to serve Polyintegrated Amazon Connect CCP, by default with the price class for edge servers in the United States, Canada, and Europe. To manually edit the template to change the price class, see the AWS documentation.
An S3 bucket containing the website content for the CloudFront distribution. The Partner Solution loads the current version of the Poly-integrated Amazon Connect CCP into the S3 bucket. Note The Partner Solution also deploys two AWS Lambda functions and execution roles: one to copy the website content from the source bucket to a staging bucket, and another to copy the files from the staging bucket to the site’s S3 bucket.
An optional CNAME (Alternate Name) record in Route 53 in the chosen hosted zone in the form mysubdomain.mydomain.com. The CNAME is used to access Poly-integrated Amazon Connect CCP.
A certificate under Certificate Manager for the subdomain name, to enable HTTPS for the CloudFront distribution. When you specify the optional hosted zone subdomain name, the Partner Solution sets up the certificate.

Deployment options

This Partner Solution provides the following deployment option:

Deploy the Poly-integrated Amazon Connect CCP to your AWS account without a domain name. This option creates an S3 bucket to hold the Amazon Connect CCP web site content. Then it creates a CloudFront HTTPS website distribution to serve the Amazon Connect CCP to your users via a generic CloudFront URL (e.g., https://d30xq3p1yhx8d8.cloudfront.net).
Deploy the Poly-integrated Amazon Connect CCP to your AWS account with a domain name that is already added as a hosted zone in your AWS account’s Route 53 service. This option creates an S3 bucket to hold the Amazon Connect CCP website content. Then it creates a CloudFront HTTPS web site distribution to serve the Amazon Connect CCP to your users via your chosen subdomain name, e.g. https://myamazonconnect.mydomain.com.

Deployment steps

Sign in to your AWS account, and launch this Partner Solution, as described under Deployment options. The AWS CloudFormation console opens with a prepopulated template.
Choose the correct AWS Region, and then choose Next.
On the Create stack page, keep the default setting for the template URL, and then choose Next.

On the Specify stack details page, change the stack name if needed. Review the parameters for the template. Provide values for the parameters that require input. For all other parameters, review the default settings and customize them as necessary. When you finish reviewing and customizing the parameters, choose Next.

Unless you’re customizing the Partner Solution templates or are instructed otherwise in this guide’s Predeployment section, don’t change the default settings for the following parameters: QSS3BucketName, QSS3BucketRegion, and QSS3KeyPrefix. Changing the values of these parameters will modify code references that point to the Amazon Simple Storage Service (Amazon S3) bucket name and key prefix. For more information, refer to the AWS Partner Solutions Contributor’s Guide.

On the Configure stack options page, you can specify tags (key-value pairs) for resources in your stack and set advanced options. When you finish, choose Next.
On the Review page, review and confirm the template settings. Under Capabilities, select all of the check boxes to acknowledge that the template creates AWS Identity and Access Management (IAM) resources that might require the ability to automatically expand macros.
Choose Create stack. The stack takes about 30 minutes to deploy.
Monitor the stack’s status, and when the status is CREATE_COMPLETE, the Poly-Integrated Amazon Connect CCP on the AWS Cloud deployment is ready.
To view the created resources, choose the Outputs tab.

Postdeployment steps

Figure 2. AWS CloudFormation events

Additional steps for deployment option 2

The status for the second deployment option will reach CREATE_IN_PROGRESS but will pause at CertificateForCDN creation. The deployment requires an extra, manual step to reach CREATE_COMPLETE.
1. On the console, choose Certificate Manager, and locate the new certificate with the domain name you have specified. The Validation state will be Pending validation.

Figure 3. Certificate pending validation

Expand the drop-down menu to the left of the domain and choose Create record on Route 53. A success message appears.

Figure 4. Successful creation of Route53 record

After a few minutes, the certificate will show the status Issued.

At this point the stack creation will automatically resume. On the CloudFront console, you should see a new CloudFront distribution.

Figure 5. CloudFront distribution

Completing the deployment

On the AWS CloudFormation console, when the status is CREATE_COMPLETE, the Poly-integrated Amazon Connect CCP cluster is ready.
Use the URLs displayed in the Outputs tab for the stack to view the resources that were created.
Copy the WebSiteURL value that is displayed on the Outputs tab.

Figure 6. Poly-integrated Amazon Connect CCP outputs after successful deployment

On the Amazon Connect console, choose your Amazon Connect instance, choose Application Integration, and then choose Add origin.
Paste the website URL that you copied earlier, and then choose Add.

Figure 7. Adding the website “origin” to the Amazon Connect instance settings

Test the deployment

In Chrome or Firefox, visit the link that is displayed on the Outputs tab, e.g., https://myamazonconnect.mydomain.com. The first time you do so, you might need to enable popups in the browser so that the Amazon Connect CCP login box can be displayed.

Figure 8. Poly-integrated CCP with popup prompt

Once you have enabled pop-ups, the login will popup in a second tab.

Enter your Amazon Connect user credentials. To find your credentials, log in to your Amazon Connect instance as Administrator, choose Users, and then choose User Management.

Figure 9. Amazon Connect sign-in page

Choose Sign In. After you have signed in, you can close the second tab, and the Amazon Connect CCP will appear embedded in the Poly-integrated Amazon Connect CCP page.

Figure 10. Poly-integrated CCP

Move the Log slider at the bottom of the screen to the right to confirm that you have connection to both Amazon and Plantronics Hub.

Figure 11. Logs verifying access to Amazon and Poly resources

You can now benefit from headset button call control support with Poly headsets.

For a full list of features, refer to the documentation in the Plantronics GitHub repository.
For documentation and installation notes on the use of Plantronics Hub with Poly (including Poly or Plantronics-branded) headsets, refer to the Plantronics Hub documentation.

Troubleshooting

For troubleshooting common Partner Solution issues, refer to the AWS Partner Solution General Information Guide and Troubleshooting CloudFormation.

Security

The Poly-integrated Amazon Connect CCP that is deployed with this Partner Solution is served by CloudFront in your AWS account using an HTTPS SSL certificate. This ensures that Amazon Connect CCP functions correctly, as HTTPS is a prerequisite for the Amazon Connect CCP.

The connection to Amazon Streams API also uses https encryption to exchange messages about ongoing call states with your Amazon Connect instance.

Supporting the QD feature on Poly DA Series headsets

If you want to have the Quick Disconnect (QD) feature automatically change your agent status in the Poly-integrated Amazon Connect CCP, you need to define the Available and Offline agent statuses. In your Amazon Connect instance, choose Overview, and choose Login as Administrator. On the left menu, choose Users, and then choose Agent Status.

Figure 12. Agent status menu

These two statuses are required because they are hard-coded in the index.html file that is in the S3 bucket. If your setup requires different status names for the Available and Offline states, you can edit the index.html file. For state.name, replace "Available" and "Offline" with the values that your setup uses.

 agent.getAgentStates().filter(function (state) {
    if (state.name === "Available") {
        agentStateCollection.Available = state;
    }
    else if (state.name === "Offline") {
        agentStateCollection.Offline = state;
    }
 });

After you modify index.html, you must create an invalidation to ensure the change is picked up. On the console, choose CloudFront.

Choose the CloudFront ID for the distribution that contains the Poly-integrated Amazon Connect CCP Quick Start.
Choose the Invalidations tab.
Choose Create Invalidation, and enter the following:

/index.html
/

Figure 13. Creating the invalidation

Choose Invalidate. After a short delay your changes to index.html will be propagated to the edge servers and available in your browser, if you refresh

Customer responsibility

After you deploy a Partner Solution, confirm that your resources and services are updated and configured—including any required patches—to meet your security and other needs. For more information, refer to the Shared Responsibility Model.

Feedback

To submit feature ideas and report bugs, use the Issues section of the GitHub repository for this Partner Solution. To submit code, refer to the Partner Solution Contributor’s Guide. To submit feedback on this deployment guide, use the following GitHub links:

Notices

This document is provided for informational purposes only. It represents current AWS product offerings and practices as of the date of issue of this document, which are subject to change without notice. Customers are responsible for making their own independent assessment of the information in this document and any use of AWS products or services, each of which is provided "as is" without warranty of any kind, whether expressed or implied. This document does not create any warranties, representations, contractual commitments, conditions, or assurances from AWS, its affiliates, suppliers, or licensors. The responsibilities and liabilities of AWS to its customers are controlled by AWS agreements, and this document is not part of, nor does it modify, any agreement between AWS and its customers.

The software included with this paper is licensed under the Apache License, version 2.0 (the "License"). You may not use this file except in compliance with the License. A copy of the License is located at https://aws.amazon.com/apache2.0/ or in the accompanying "license" file. This code is distributed on an "as is" basis, without warranties or conditions of any kind, either expressed or implied. Refer to the License for specific language governing permissions and limitations.