Getting started Before starting the lab, make sure to prepare an account to use AWS services by either creating a new AWS account or using your existing AWS account. When you are ready, you may start the lab from the next page. Also, to minimize the browser compatibility issue, we recommend you to use either Mozilla Firefox or Google Chrome Browser for the lab. Setting up an AWS Account Sign up using your email address Open the Amazon Web Services (AWS) home page. Choose Create an AWS Account. Note: If you signed in to AWS recently, choose Sign in to the Console. If Create a new AWS account isn't visible, first choose Sign in to a different account, and then choose Create a new AWS account. In Root user email address, enter your email address, edit the AWS account name, and then choose Verify email address. An AWS verification email will be sent to this address with a verification code. Verify your email address 1. Enter the code you receive, and then choose Verify. The code might take a few minutes to arrive. Check your email and spam folder for the verification code email. Create your password 2. Enter your Root user password and Confirm root user password, and then choose Continue. Add your contact information 3. Select Personal or Business. Note: Personal accounts and business accounts have the same features and functions. 4. Enter your personal or business information. 5. Important: For business AWS accounts, it's a best practice to enter the company phone number rather than a personal cell phone number. Configuring a root account with an individual email address or a personal phone number can make your account insecure. 6. Read and accept the AWS Customer Agreement. 7. Choose Continue. 8. You receive an email to confirm that your account is created. You can sign in to your new account using the email address and password that you registered with. However, you can't use AWS services until you finish activating your account. Add a payment method 9. On the Billing information page, enter the information about your payment method, and then choose Verify and Add. 10. If you are signing up in India for an Amazon Internet Services Private Limited (AISPL) account, then you must provide your CVV as part of the verification process. You might also have to enter a one-time password, depending on your bank. AISPL charges your payment method two Indian Rupees (INR), as part of the verification process. AISPL refunds the two INR after the verification is complete. 11. If you want to use a different billing address for your AWS billing information, choose Use a new address. Then, choose Verify and Continue. 12. Important: You can't proceed with the sign-up process until you add a valid payment method. Verify your phone number 13. On the Confirm your identity page, select a contact method to receive a verification code. 14. Select your phone number country or region code from the list. 15. Enter a mobile phone number where you can be reached in the next few minutes. 16. If presented with a CAPTCHA, enter the displayed code, and then submit. 17. In a few moments, an automated system contacts you. 18. Enter the PIN you receive, and then choose Continue. Choose an AWS Support plan 19. On the Select a support plan page, choose one of the available Support plans. For a description of the available Support plans and their benefits, see Compare AWS Support plans. 20. Choose Complete sign up. Wait for account activation 21. After you choose a Support plan, a confirmation page indicates that your account is being activated. Accounts are usually activated within a few minutes, but the process might take up to 24 hours. 22. You can sign in to your AWS account during this time. The AWS home page might display a Complete Sign Up button during this time, even if you've completed all the steps in the sign-up process. 23. When your account is fully activated, you receive a confirmation email. Check your email and spam folder for the confirmation email. After you receive this email, you have full access to all AWS services.

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FLEONTECH CONSULTING

Cloud Contact Center with Amazon Connect

Customers will build a cloud based contact center using AWS Amazon Connect with other AWS services such as Amazon Lex, DynamoDb, Lambda

Example Agenda

We created a sample agenda to help you plan, run, and follow up your Labs Day to ensure your event is successful. It can take 2-3 weeks to prepare, so please plan accordingly!

09:00

Welcome & Intros

15 min

Let's get started with AWS!

09:15

Getting started with Amazon Connect

45 min

In this workshop we’ll cover the basics of Amazon Connect and look at the build components.

10:00

Lab - Deploy and Validate a Contact Center

45 min

In this session, you will learn how to deploy and validate your first contact center.

10:45

Break

15 min

Take a minute to relax...

11:00

Understanding Contact Flows

45 min

Introduction to the Contact Flow Library and Sample/Default Flows

11:45

Lab - Introduction to Contact Flows

45 min

In this lab, we'll cover Contact Flow Library, sample/default flows, creating basic inbound flow, reviewing each contact block, and finally testing the contact flow.

12:30

Lab - Creating dynamic, personalized experiences in Amazon Connect

45 min

In this session, you will learn how to integrate AWS Lamda and Amazon DynamoDB services with your contact center.

13:15

Lunch

45 min

Enjoy your meal!

14:00

Lab - Dynamic/Lex Bot

30 min

In this module, we focus on creating a Lex bot that determines intent for a support help desk call, and then routes a caller to the correct queue

14:30

Lab - Amazon Connect Metrics

30 min

The purpose of this lab is to go through the built-in metrics provided by Amazon Connect, with specific focus on dashboard, real time metrics, historical metrics, and login/logout report

15:15

Conclusion & Next Steps

10 min

Here are some resources for you until next time...

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