Interaction Search (Enabling)

Overview

Interaction Search provides a unified search of all incoming and outgoing interactions, including both Amazon Connect delivered contacts, and Symbee delivered tasks and interactions such as Webchat, SMS, Email, and Preview interactions. Refer to the Interaction Search section for details on general Interaction Search usage.

All the summary Interaction metadata used to search your interactions is stored within your AWS Account for security purposes.

The following steps guide you through downloading and running the Interaction Search CloudFormation in your AWS Account, which creates a DynamoDB table and Lambda functions for collecting history for Searching, an S3 bucket used for temporary storage of search exports, and associated IAM permissions for these objects.

Run the Pre-requisite CloudFormations

If this is the first Symbee Connect CloudFormation you are running, you will need to run the Symbee Connect Integration CloudFormation first. For step by step instructions and further information about CloudFormations click here.

In addition to the above, the Interaction Search functionality depends on the functionality (Kinesis streams) that get set up by the Symbee Connect Data Feeds and Reporting features, so if you want to use Interaction Search, the Data Feeds feature will need to be enabled first, along with its CloudFormation deployed and its pre-requisites met. For step by step instructions on this, see here.


Download and Install the Interaction Search CloudFormation

  1. Log into the Symbee Connect Administration Portal.
  2. If you have more than one Environment configured within your Company in Symbee Connect, on the top Navigation bar, ensure you select the appropriate Environment you wish to configure for Interaction Search before downloading any CloudFormation script.
  3. Then click on the main Function menu in the top navigation bar, and click on Feature Integrations (CloudFormations) in the Company Environment Configuration section.
  4. From the Feature Integrations (AWS CloudFormations) page, scroll down and locate the Interaction Search CloudFormation and click the download link to download.
  5. You will be prompted with a Save As dialog screen.
  6. Save the sc-InteractionSearchCloudFormation.yaml file locally to your PC for use in the following steps.
  7. Log Into your AWS Management Console.
  8. Make sure you are in the correct AWS region for where you want to deploy (this can be found on the top right of the Navigation bar).
  9. Click on Services at the top, and under Management and Governance, choose CloudFormation.
  10. From the CloudFormations console, select Stacks in the left-hand navigation bar, and select Create Stack (with new resources (standard)) (button is in the top right of the screen).
  11. You will be presented the Create Stack view for creating/deploying a new CloudFormation script (known as a stack):
    • Under the Prerequisite - Prepare Template section, select Choose an existing template
    • Under Specify Template, select Upload a template file
    • Under Upload a template file, click Choose File
    • In the resulting file selector, find and upload the file you saved from Step 6 above
    • Click Next at the bottom
  12. On the next Specify stack details page, you set the name you want the stack to be called in your AWS account, and then populate the required parameters for the stack. Below provides details on each of these:
    • First at the top, give your stack an appropriate name - for example: symbee- yourenvironment -interactionsearch or similar
    • Under Kinesis Settings complete the following parameters:
      • Contact Trace Record Kinesis ARN - copy and paste the ARN of the Kinesis Stream your Amazon Connect instance is configured to send Contact Trace Records (CTR's) to
      • Interaction Trace Record Kinesis ARN - this Kinesis stream is created when you deploy the Data Feeds and Reporting CloudFormation - see Pre-requisite CloudFormations above. Navigate to the Kinesis service in your the AWS Console, locate this under Data streams, and supply the ARN of this stream.
      • WorkCode Trace Record Kinesis ARN - like above, this Kinesis stream is created when you deploy the Data Feeds and Reporting CloudFormation. Navigate to the Kinesis service in your the AWS Console, locate this under Data streams, and supply the ARN of this stream.
    • Under Lambda Settings complete the following parameters:
      • Lambda Distro Bucket - select the Symbee Connect distribution S3 bucket associated with the AWS Region you are deploying the CloudFormation stack in.
      • Connect Recording URL - follow the instructions of the description in this parameter, using the URL provided, but replacing the front domain part of the URL with your Amazon Connect instance prefix.
      • Connect Recordings S3Bucket Arn - copy and paste the ARN of the S3 bucket your Amazon Connect call recordings and chat transcripts are being stored in.
      • Interaction Trace Record S3 Bucket Arn - copy and paste the ARN of the S3 bucket that was created by the Data Feeds and Reporting CloudFormation (see Pre-requisite CloudFormations above), where your Symbee Connect Interaction Trace Records (ITR's) are being saved to.
      • Interaction Data Retention Days - enter the number of days you want to allow Interaction Search requests to historically go back through. The default is 90 days (setting this higher will use additional DynamoDB storage capacity).
      • Log level for when to send log messages to CloudWatch - use the default provided.
      • Standard Role tied to Lambda Policy - use the default provided.
      • Kinesis Role tied to Lambda Policy - use the default provided.
      • For the 5 Lambda Binary filename parameters (Interaction Search, Export, CleanUp, SQS, and Migration Lambdas) - Each of these has a drop-down of allowed values, with (intentionally) only 1 value available. Select the single option available for all 5 of these parameters.
    • Under Migration Settings - there are StartDate and EndDate parameters - these are optional, and if supplied the value must be formatted as: CCYY/MM/DD. For a new/first-time Interaction Search installation, leave these parameters blank. For further details on these parameters see Interaction Search - Upgrading
    • Once all parameters are configured, click Next in the bottom right to progress
  13. On the Configure Stack options, keep all the defaults, and scroll to the bottom - check the blue "I acknowledge that AWS CloudFormation might create IAM resources" check box, and click Next at the bottom
  14. On the Review page, scroll to the bottom, and click the Submit button at the bottom to complete

The stack will take a minute or two to run. Click the refresh button to see progress, until deployment is complete.

Enable Interaction Search in the Administration Portal

Once the Interaction Search CloudFormation has been deployed (above), follow these steps to enable the feature in your Symbee Connect Administration Portal:

  1. Log into the Symbee Connect Administration Portal.
  2. If you have more than one Environment configured within your Company in Symbee Connect, make sure you have the appropriate one selected. This can be found on the Navigation bar to the left of the Function menu.
  3. Select Symbee Connect Integration from the main Function menu in the top navigation bar under Company Environment Configuration.
  4. From the Symbee Connect Integration screen, expand the Interaction Search Configuration section
  5. Set the Interaction Search Region setting to the AWS Region you deployed your CloudFormation into above.
  6. Check the Interaction Search Version setting is set to: V2
  7. Click Save (top right).

Once these steps are complete, the Interaction Search feature is available for use.