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Disaster Recovery for Voice Manually Integrated with Amazon Connect
To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file.
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. |
Set Up AWS for Disaster Recovery
To use ACGR during an outage, you must set up an Amazon Connect replica instance for disaster recovery.
- Create a replica instance: In your AWS account, create a replica instance of your Amazon Connect instance. This replica serves as a backup if the primary instance fails.
- Configure a traffic distribution group: You can use the default traffic distribution group created during replica setup or create a custom traffic distribution group.
- Assign phone numbers: Assign the correct phone number to the correct traffic distribution group to make sure that the calls are routed to the appropriate instance. If you are using the default traffic distribution group, the phone number is automatically assigned to this group.
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Prepare and execute the CloudFormation template: You must prepare and execute a
CloudFormation template in the replica region as described in Prepare CloudFormation Template. Execute the
BYOAContactCenterStackin the replica region, and make sure that all the parameter values are the same as that in the source region except for theConnectInstanceAliasandInstance Typeparameters. The value of theConnectInstanceAliasparameter must be the specificConnectInstancename of the replica instance. The value of theInstance Typeparameter must be set asREPLICA.
Activate Disaster Recovery
You must activate disaster recovery for your Amazon Connect instance to make sure that your contact center operations continue seamlessly if the primary instance fails.
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Update traffic distribution group: You must update the traffic distribution group with the
correct rep traffic (agent-config) and call traffic distribution (telephony-config). You can
choose either the Active-Active distribution or the Active-Passive distribution. In the
Active-Active distribution, 50% of the traffic is routed to the primary instance, and the
remaining 50% is routed to the secondary instance. For example,
telephony-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}] agent-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}]. In the Active-Passive distribution, 100% of the traffic is routed to just one instance at a time. For example,telephony-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}] agent-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}]. -
Update and upload the import.xml file for the replica instance: Prepare the contact center definition XML file with
values for the
reqInstanceName,reqRegion,reqTelephonyIntegrationCertificate,reqTelephonyIntegrationKeyPairExpDate,reqSettingsRelayState, andreqRelayStateattributes specific for the replica instance. Upload the import.xml file as described in Create Contact Center through Salesforce UI or Create Contact Center with Metadata API.
Set Up Global Sign-in
With global sign-in, reps signing in to the primary contact center are also automatically signed in to the secondary instance. This configuration makes sure that the reps do not have to log in again when switching between primary and replica instances. The global sign-in ensures minimal downtime during an outage and helps in maintaining customer service continuity.
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To set up global sign-in, you must add the required attributes in the contact center
definition XML file.
reqPrimaryInstanceName : string, <primary connect instance name>reqSecondaryInstanceName : string, <secondary connect instance name>reqEnableGlobalSignIn : boolean <boolean flag to enable disable global signin> - Follow the instructions in the Amazon documentation to set up AWS and integrate Identity Provider (IdP) for ACGR.
