From the contact center admin site, Zendesk or partners can create new contact center accounts and create the Amazon CloudFormation stacks that are required to create a contact center environment.

This process is handled by the implementation party.

To create a new contact center account

  1. If you have the required access, navigate to http://admin.voice.localmeasure.com/
  2. Click Add new in the top right corner to start creating a new account.
  3. Give the new account a name.
  4. In the Instance Details section, choose the type of instance you want to create, the workspace ID, and whether you wish to opt out of product analytics. The workspace ID must be all lowercase and not contain any spaces. The region will be determined by the region from where this account is being created on the admin main page.
  5. The Instance types available are Demo, Sandbox, Staging and Production.
  6. Next are the account plan details, where you can enable or disable billing (for sandbox, demo or staging accounts) and the expiration date for billing. When setting up a new account, you will need to enable billing, set it to per seat, set the maximum seat number, then you can disable billing.
  7. In the technical contact section, add a contact that will be used to send setup instructions and notifications such as outages or upgrades.
  8. The feature access section is where you can enable advanced dashboards, if required by the client.
  9. In the configuration details section, you set up the CloudFormation stack. For the creation of the account, this section can be skipped and you can click Create account in the bottom right corner of the page.

To create a CloudFormation stack

Before you start creating the CloudFormation stack, make sure you have access to the relevant Amazon console environment, as you will need various details from there to complete this setup.

  1. Once the contact center account has been created, you can open the account from the main accounts page, scroll down to the bottom, and select “Create Stack” in the Configuration details section.
  2. In the Create stack section, you will first give the stack a name. Stack names must be one to 122 characters, start with a letter, and only contain alphanumeric characters. A version number is automatically appended.
  3. Next you need to choose the region where the stack will be provisioned. We recommend using the same region as your Amazon Connect instance.
  4. In the Instance details section, enter the ARN for the Amazon Connect instance. You can find this in the Amazon Connect console in the overview section in your instance details.
  5. Next is the Authentication section. Authentication is managed via AWS Cognito, and these settings will be used to configure the service in your AWS account.
  6. If you are creating a new instance and there are no existing user pools or app clients within your Amazon Connect instance, select New setup.
  7. If you already have existing user pools and app clients that you wish to continue using, then choose Use an existing user pool and app client and provide the relevant IDs from your Amazon Connect account.
  8. In the Domain prefix section enter a domain prefix to use for the sign-up and sign-in pages that are hosted by Amazon Cognito. The name must be unique for each region.
  9. In the Features section, you can control specific options for various features in contact center. Enabling a feature even if you don't plan on using it straight away will give you more flexibility later.
  10. In the Resource tags section, all resources created by the Cloudformation template will be tagged with these. You can change the name and values to match your organization's conventions and rules.
  11. Select “Save and launch stack”. This will open a page where you can select to either copy the content of the new CloudFormation stack to your clipboard and use that in the CloudFormation section of Amazon Console at a later stage, or you can choose to launch the quick CloudFormation stack setup in Amazon Connect directly from the contact center admin tool.
  12. Choosing to directly launch the CloudFormation stack setup from the Contact Center admin tool will open your Amazon Console (ensure you have access). Here, you can review the details to ensure they are correct, and then choose to deploy the stack at the bottom of the page after accepting the Amazon terms and conditions.
  13. Deploying the stack can take up to 15 minutes to complete, after which, “CREATE_COMPLETE” is displayed next to the new stack in Amazon Console.
  14. After the stack has completed in the Amazon Console, you will need to navigate back to the Contact Center Admin tool and navigate to the bottom of your new Account in the Configuration details section.
  15. Approximately 15 minutes after the stack was created, you'll see an option to activate the new stack.
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