You are here:
Disaster Recovery for Amazon Connect
Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
| View supported editions. |
Disaster Recovery isn’t included with Service Cloud Voice by default. For Service Cloud Voice with Partner Telephony from Amazon Connect, your Amazon Web Services account incurs an additional cost to use Disaster Recovery. If you implement Disaster Recovery in a sandbox, you incur an additional cost. For Service Cloud Voice with Amazon Connect, work with your Salesforce account executive to get access to this feature.
Disaster Recovery for Amazon Connect is powered by Amazon Connect Global Resiliency, which is available in US and EU regions only.
- Set Up Disaster Recovery for Amazon Connect
To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance. - Run Disaster Recovery for Amazon Connect
During an Amazon Connect incident, run disaster recovery for Amazon Connect.
Set Up Disaster Recovery for Amazon Connect
To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance.
Complete the Prerequisites for Disaster Recovery
Complete these prerequisite tasks before you set up disaster recovery for Amazon Connect.
- For Service Cloud Voice with Amazon Connect, your eligibility to use disaster recovery is subject to approval by Salesforce and Amazon. To initiate the approval process, contact your Salesforce account executive.
-
After you’re approved to use disaster recovery for Service Cloud Voice with Amazon Connect,
open a ticket with Salesforce Customer Support to enable Amazon Connect’s Global Resiliency
feature.
Provide this information in the ticket.
- AWS account number
- Amazon Connect Instance ARN
- Amazon Connect Region
- AWS adds your Amazon Connect instance to their allowlist.
-
For Service Cloud Voice with Partner Telephony from Amazon Connect, open a ticket with AWS
Support to enable Amazon Connect’s Global Resiliency feature and add your replica Amazon
Connect instance to the allowlist.
Provide this information in the ticket.
- AWS account number
- Amazon Connect Instance ARN
- Amazon Connect Region
- AWS adds your Amazon Connect instance to their allowlist.
-
To keep the primary and backup contact centers in sync, update your contact center to the
latest version. This recommendation applies for Service Cloud Voice with Amazon Connect and for
Service Cloud Voice with Partner Telephony from Amazon Connect.
You can’t configure Disaster Recovery until you update your contact center to the latest version. After you enable Disaster Recovery, your back-up contact center will update automatically every time you update your primary contact center. After you enable Disaster Recovery, each time you update your contact center, the backup is also updated.
Configure Disaster Recovery for Your Salesforce Contact Center
In Salesforce, configure Disaster Recovery for your contact center. Specify the replica Amazon Connect instance and region where you want to create your backup contact center. After it’s created, you can activate Disaster Recovery to use the backup contact center whenever your primary contact center becomes unavailable. To switch back to using your primary contact center after it becomes available, deactivate Disaster Recovery.
When you configure Disaster Recovery, the default Traffic Distribution Group (default TDG) from Amazon is used to associate the phone numbers. The default TDG automatically associates all phone numbers between the primary and secondary instances of contact centers.
- In the Contact Center details page, click Edit.
- In the Disaster Recovery section, add the replica Amazon Connect instance and region. In case a regional incident occurs, choose a region that’s different from the primary one.
- Click Save.
-
Create these objects for your backup contact center.
Amazon Service Artifacts Amazon Connect Users Amazon Connect Amazon Connect flows Amazon Connect Queues Amazon Connect Prompts Amazon Connect Hours of operation Amazon Connect Quick connects Amazon Connect Routing profiles Amazon Connect Rep statuses Amazon Connect Rep hierarchies AWS CloudFormation Custom Cloudformation resources required for contact center
This includes any Lambda functions, comprehend configurations, eventrules, dynamoDB configurations, LEX configurations, etc.
After configuring Disaster Recovery, the instance name and region show in the Disaster Recovery section of the Contact Center details page.
Run Disaster Recovery for Amazon Connect
During an Amazon Connect incident, run disaster recovery for Amazon Connect.
Activate Disaster Recovery for Amazon Connect
To use the backup contact center if your primary contact center becomes unavailable, activate Disaster Recovery. When activated, all calls are routed to your backup contact center.
- In the Disaster Recovery section of the Contact Center details page, click Activate Disaster Recovery.
- After Disaster Recovery is activated, all reps must log out and log back in to Salesforce to answer voice calls.
Deactivate Disaster Recovery for Amazon Connect
When the primary contact center is working again, deactivate Disaster Recovery to resume using your primary contact center.
- In the Disaster Recovery section of the Contact Center details page, click Deactivate Disaster Recovery.
- After Disaster Recovery is deactivated, all reps must log out and log back in to Salesforce to answer voice calls.
