Company Environments

Overview

Within your Symbee Connect Company, multiple Environments can be configured. Your first Environment is automatically created during the initial product signup process. Think of each Symbee Connect Environment in the same way as you think of an Amazon Connect instance. All objects provisioned within the Environment (for example: Users, Skill Queues, Hours Schedules, Work Codes) are only for that Environment.

Environments within a Company usually refer to Amazon Connect instances within the same AWS Account, but they don't have to:

  • When multiple Environments refer to Amazon Connect instances in different AWS Accounts, the Symbee Connect usage will appear and be billed to the original AWS Account used when subscribing to Symbee Connect from the AWS Marketplace.
  • Environments in the same Company can refer to Amazon Connect instances within different regions.

Note: Environments and Regions

When you sign up for Symbee Connect, you initially chose an AWS region. Symbee Connect is deployed in all AWS regions where Amazon Connect is present. We will continue to expand Symbee Connect into every AWS region Amazon Connect expands into.

During sign up, your Company, first Environment and first portal Administration User is automatically provisioned in the region you select during sign up. After sign up you then access your Company and first Environment by logging into the Symbee Connect Administration Portal for the region you initially signed up in.

You can provision further Environments in your Company through the Add Environment action below, either in the same region, or you can select to create the Environment in an alternate region. You can't log into a alternate Symbee Connect region until an environment exists for your Company in that region. Therefore, provisioning your first new Environment in an alternate region must be requested initially from one of the existing regions your Company already has presence in. After creation of the first new Environment in an alternate region, you can then log into that Symbee Connect region and administer the new environment.

The Company Environments screen below lists all environments you have provisioned globally for your Company, however when logged into the Symbee Connect administration portal in a region, you can only access and administer the environments present in that region. Also refer to the note relating to regions in the Administration Users section.

Company Environments

This screen lists all environments you have provisioned globally for your Company and allows you to provision additional Environments as needed.

Options allow you to: Modify and Add Environment.

A new environment has to first be be added before you can configure it.

Add an Environment in the same Region

  1. Click the Add Environment button and in the resulting dialog set the name for the new Environment to be provisioned.
  2. Complete the dialog by clicking the Create Environment button.

Your new environment will then be provisioned and you can configure it as needed.

Environment Name

A short textual name representing the new environment. This also becomes part of the URL your end users will utilize to launch Symbee Connect in this environment.

The new Environment will be created in the current region.

Add a first Environment in an alternate Region

  1. Click the Add Environment button and in the resulting dialog set the name for the new Environment to be provisioned.
  2. Then select the "To create the Environment in another region, click here." option, which then displays an addition region selector.
  3. Select the target region where you want to provision your new Environment.
  4. The dialog will then expand further to collect the details for the First Administration User in the new region.
  5. Complete the details for the First Administration User to be created in your Company in that new region.
  6. Complete the dialog by clicking the Create Environment button.
  7. Your new environment will then be provisioned in the selected region.
  8. Log out of the Symbee Connect Administration Portal in the current region and log back into the Symbee Connect Administration Portal in the new region you selected for your new Environment.
  9. Continue to configure you new Environment in that region.

Add a subsequent Environment in an alternate Region

Adding additional environments to a region your Company already has presence in, is performed from the Symbee Connect Administration Portal in that region. Log into the administration portal in that region and then follow the Add an Environment in the same Region steps.


Modify

Select the local environment to modify and click the Modify action button, or click the Environment name hyperlink, to access and maintain the global general settings for the Environment, as described below.


General

Company Name

Full name of the company

External Account Reference - Primary

The Company's top-level AWS account number. This only needs to be set if you are using AWS Organizations and your Amazon Connect instance is in a different (child) AWS Account than your parent Organization account - if so, set this to the AWS Account number of your parent Organization. Otherwise you can leave this blank.

External Connect Account Reference

The AWS account number of the account the Amazon Connect instance resides in for this Environment.

Amazon Connect URL

The Agent login URL of the AWS Connect instance. This is the URL your agent would originally use to access the out-the-box Amazon Connect Contact Control Panel (CCP). The format of this URL will differ based on when your Amazon Connect instance was originally provisioned:

  • Example for older instances: https://[your-instance-name].awsapps.com/connect/ccp-v2

  • Example for newer instances: https://[your-instance-name].my.connect.aws/ccp-v2

When configuring this, make sure the /ccp-v2 suffix is added to the URL.


User Interface

These settings control the size and format of the initial view of the end user Symbee Connect Desktop UI prior to the agent or user signing in. This helps when you are running the Symbee Connect Desktop UI embedded in a CRM user interface (for example, Salesforce, Zendesk or ServiceNow) or if you have embedded the Symbee Connect Desktop UI in your own custom-build CRM or back-end system.

User Interface
Pre-Login Theme

Use the Light or Dark theme. The theme used to display the Symbee Connect Desktop UI prior to the agent or user signing in. After sign-in, and the user is known, the theme from the user's profile settings are then used.

Pre-Login Window Size

What percentage (80%-120%) of zoom to apply to the UI to reduce or enlarge its size. The zoom to apply to the Symbee Connect Desktop UI prior to the agent or user signing in. After sign-in and the user is known, the zoom size from the user's profile settings are then used.

Default Agent UI Language

The default language used in the Symbee Connect Desktop UI.