In this course, you will walk through design considerations and basic steps to create an Amazon Connect cloud contact center customized to your business needs. The course includes guidance on region selection, single or multiple instance design best practices, identity management considerations, data storage, and telephony configuration settings.
By the end of this course you will:
- Recognize the meaning of key instance concepts.
- Explore considerations for creating instances.
- Identify the steps required to create an instance.
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In this course, you will walk through design considerations and basic steps to create an Amazon Connect cloud contact center customized to your business needs. The course includes guidance on region selection, single or multiple instance design best practices, identity management considerations, data storage, and telephony configuration settings.
By the end of this course you will:
- Recognize the meaning of key instance concepts.
- Explore considerations for creating instances.
- Identify the steps required to create an instance.
In this course, you will walk through design considerations and basic steps to create an Amazon Connect cloud contact center customized to your business needs. The course includes guidance on region selection, single or multiple instance design best practices, identity management considerations, data storage, and telephony configuration settings.
By the end of this course you will:
- Recognize the meaning of key instance concepts.
- Explore considerations for creating instances.
- Identify the steps required to create an instance.
- Explore data storage, administrator, application data, and channel configuration settings.
- Identify additional application settings to expand your contact center functionality.
What's inside
Syllabus
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Activities
Review basic telephony concepts
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Refreshes the student's memory on core telephony concepts for a better understanding of the course.
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Telecommunications
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Read an introductory article on telephony concepts.
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Review notes from a previous course or tutorial on telephony basics.
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Take a short online quiz on telephony concepts.
Configure a sample instance
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Provides hands-on experience in configuring an Amazon Connect instance, reinforcing the concepts learned in the course.
Show steps
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Follow the steps provided in the course to set up an Amazon Connect instance.
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Configure the instance settings, including region, call routing, and permissions.
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Test the instance by making a sample call.
Design a contact flow diagram
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Encourages the student to apply their understanding of contact flow design by creating a visual representation of a contact flow.
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Identify the different components of a contact flow, such as start nodes, end nodes, and prompts.
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Determine the flow of the contact flow, including how calls will be routed and handled.
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Create a diagram that visually represents the contact flow.
One other activity
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Create a reference guide for Amazon Connect best practices
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Encourages the student to organize and synthesize their knowledge by creating a reference guide, solidifying their understanding of best practices and providing a valuable resource for future reference.
Browse courses on
Best Practices
Show steps
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Gather information from the course materials and other relevant sources on Amazon Connect best practices.
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Organize the information into a structured and easy-to-navigate format.
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Create a reference guide document or presentation that can be used as a resource.
Review basic telephony concepts
Show steps
Refreshes the student's memory on core telephony concepts for a better understanding of the course.
Browse courses on
Telecommunications
Show steps
- Read an introductory article on telephony concepts.
- Review notes from a previous course or tutorial on telephony basics.
- Take a short online quiz on telephony concepts.
Configure a sample instance
Show steps
Provides hands-on experience in configuring an Amazon Connect instance, reinforcing the concepts learned in the course.
Show steps
- Follow the steps provided in the course to set up an Amazon Connect instance.
- Configure the instance settings, including region, call routing, and permissions.
- Test the instance by making a sample call.
Design a contact flow diagram
Show steps
Encourages the student to apply their understanding of contact flow design by creating a visual representation of a contact flow.
Show steps
- Identify the different components of a contact flow, such as start nodes, end nodes, and prompts.
- Determine the flow of the contact flow, including how calls will be routed and handled.
- Create a diagram that visually represents the contact flow.
Create a reference guide for Amazon Connect best practices
Show steps
Encourages the student to organize and synthesize their knowledge by creating a reference guide, solidifying their understanding of best practices and providing a valuable resource for future reference.
Browse courses on
Best Practices
Show steps
- Gather information from the course materials and other relevant sources on Amazon Connect best practices.
- Organize the information into a structured and easy-to-navigate format.
- Create a reference guide document or presentation that can be used as a resource.
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