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            Create Local External Client App for Manually Integrated Contact Centers

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            Create Local External Client App for Manually Integrated Contact Centers

            Create the external client app before creating the contact center.

            Required Editions

            This article applies to:

            • Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
            To create and manage a contact center: Salesforce Voice Contact Center Admin
            1. Get the Amazon Resource Names (ARN) for the SalesforceVoiceIdp_OrgId and <ContactCenterName>-SAMLRole role from the AWS Identity and Access Management console.
              • Go to Identity and Access Management on AWS. In Access management, click Identity providers, and then select SalesforceVoiceIdp to get the ARN.
              • Go to Identity and Access Management in AWS, and select ARN for <ContactCenterName>-SAMLRole.
            2. Create the external client app in Salesforce.
              • From Setup, in the Quick Find box, enter External Client Apps, and then select External Client App Manager.
              • Click New External Client App.. For more details, see Create a Local External Client App.
              • In the Basic Information section, specify the External Client App Name, API Name (this field is automatically populated), and Contact Email.
              • In the Web App Settings section, leave the Start URL field empty.
              • Select Enable SAML.
              • In the Entity ID field, enter ContactCenterName.
              • In the ACS URL field, enter https://signin.aws.amazon.com/saml.
              • In the Subject Type field, select Persistent ID.
              • In the Name ID Format field, select urn:oasis:names:tc:SAML:2.0:nameid-format:persistent.
              • Save your work. The external client app is created.
            3. Create custom attributes.
              • In the Custom Attributes section, click New.
              • In the Key field, enter https://aws.amazon.com/SAML/Attributes/RoleSessionName.
              • In the Value field, enter $User.Alias & '@' & $User.Id & '@' & $Organization.Id.
              • Save your work.
            4. To create another customer attribute, click New.
              • In the Key field, enter https://aws.amazon.com/SAML/Attributes/Role.
              • In the Value field, enter the SalesforceVoiceIdp ARN and the <ContactCenterName>-SAMLRole, separated by a comma. For example, '{SalesforceVoiceIdp ARN}' &',' &'{<ContactCenterName>-SAMLRole role ARN}'.
              • Save your work.
            5. Assign user profiles to the external client app.
              • Click Manage to open your external client app policies.
              • Click Manage Profiles. For more details on access management, see Configure External Client App Policies.
              • Select a profile from the list. For example, select System Administrator.
              • Save your work.
            6. Set up OAuth. To set up OAuth between AWS Lambda and Salesforce, create another local external client app, as described in Configure the External Client App OAuth Settings.
            Note
            Note You can edit the local external client app that you’ve created only from the External Client Apps Manager.
            • Set Up Custom Name Format for the User
              If you do not set up a custom name format in the external client app or connected app, then the default name format is $User.Id & '@' & $Organization.Id.
             
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