Compliance Archiving for Amazon Connect

Overview

Nuclei provides Amazon Connect customers with the ability to automatically export and archive all communications occurring within Amazon Connect, including:  

• Call Recordings

As a first step, you must configured your AWS account to store your Amazon Connect calls and Amazon Connect CTRs in S3. Afterwards, Nuclei will automatically retrieve and archive exported Amazon Connect recordings into your existing compliance archive. 

Prerequisites

• Amazon Connect
• Amazon Kinesis Data Firehose
• Amazon S3
• AWS IAM

Scope

Call Recordings

Call recordings from Amazon Connect are supported for archiving. The following types of metadata are supported for each recording:

• Agent
• Contact ID
• Channel
• Contact ID
• Customer Endpoint
• Disconnect Reason
• Disconnect Timestamp
• Initial Contact ID
• Initiation Method
• Initiation Timestamp
• System Endpoints

Supported Archives

The following archiving destinations are supported for Amazon Connect archiving:

• Dell EMC SourceOne
• Global Relay Archive
• Mimecast Cloud Archive
• Proofpoint Enterprise Archive
• Smarsh Digital Safe
• Smarsh Enterprise Archive
• Smarsh Professional Archive
• Veritas Enterprise Vault
• ZL Unified Archive

Getting Setup

Installation

The following configuration is required to initiate archiving:

• Configure storage of Amazon Connect calls in S3
• Configure CTRs to be stored in Amazon S3
• Provide Nuclei with access to your S3 buckets. 

Configure storage of Amazon Connect calls in S3

1. Login to the AWS Console
2. Navigate to "Amazon Connect"
3. Select "Data Storage"
4. Enable "Call Recordings"
5. Select an S3 bucket for storing call recordings

Configure CTRs to be stored in Amazon S3

1. Login to the AWS Console
2. Select "Kinesis Data Firehose"
3. Select "Create delivery stream"
   1. For "Source", select "Direct PUT"
   2. For "Destination", select "Amazon S3"
4. Ensure that the "Transform and convert record" settings are disabled
5. For "Destination settings" 
   1. Select an S3 bucket 
   2. Ensure that "Dynamic partitioning" is "Not enabled"
   3. Ensure that "S3 bucket prefix" remains blank
6. Select "Create delivery stream"

Provide Nuclei with access to your S3 buckets. 

Nuclei Help Center - Capture - AWS S3 Configuration Guide

Uninstallation 

1. Create new deprovisioning request with Nuclei 

Additional Resources

Amazon Connect - Setup recording behavior 

Amazon Connect - Enable data streaming for your instance

Nuclei Help Center - AWS S3 configuration guide

AWS - Securely Using External ID for Accessing AWS Accounts

More Information

For more information on Compliance Archiving for Amazon Connect and for a demonstration of related capabilities, please contact Nuclei's sales team at hello@nuclei.ai.