Amazon Connect | User Administration Flashcards
Are there limits to how large Amazon Connect can scale?
User Administration
Amazon Connect | Customer Engagement
With Amazon Connect, there is no infrastructure to deploy or manage allowing you to scale your contact center up or down as needed. You can quickly onboard tens of thousands of agents in response to business cycles and scale down without having to worry about seat licensing or minimum commitments. We do have default soft limits for new customers, however these limits are easily raised using the Amazon Connect service limits increase form.
How do I add Amazon Connect users such as agents, managers, and operators?
User Administration
Amazon Connect | Customer Engagement
You can add users from Amazon Connect’s user management page and configure them with appropriate permissions for their role.
Can I use an external directory like a Microsoft Active Directory to authenticate users when accessing Amazon Connect?
User Administration
Amazon Connect | Customer Engagement
Yes, you can configure Amazon Connect to authenticate users against your Microsoft Active Directory. The users you add in Amazon Connect must already exist in the directory.
Do I have to use an external directory?
User Administration
Amazon Connect | Customer Engagement
No. Amazon Connect can manage users, but note that they won’t be accessible or manageable outside of Amazon Connect’s user experience.
Can I use my existing Amazon.com account with Amazon Connect?
User Administration
Amazon Connect | Customer Engagement
No. You must have an Amazon Connect user account or AWS IAM account.
Can I access Amazon Connect with an AWS IAM account?
User Administration
Amazon Connect | Customer Engagement
Yes. Start by logging into the AWS Management Console and then choose Amazon Connect from the Services list. Choose the instance you want to launch. You’ll be federated in as a Amazon Connect user and will have all security privileges within your instance. The intent of federated users is to perform tasks such as initial setup or troubleshooting of configuration, not general use.
What are the limitations of AWS IAM federated users in Amazon Connect?
User Administration
Amazon Connect | Customer Engagement
You cannot apply permissions to federated IAM users. Federation is not recommended for typical Amazon Connect use cases. It’s recommended that nearly all users, including system operators, administrators, contact center managers, and agents, use an Amazon Connect account.
I’m an end user. Where can I learn more about using Amazon Connect?
User Administration
Amazon Connect | Customer Engagement
To learn more about Amazon Connect please see the User Guide.
Does Amazon Connect support federated single sign-on (SSO) using SAML 2.0?
User Administration
Amazon Connect | Customer Engagement
Yes, you can use federated SSO using SAML2.0 with Amazon Connect. The feature is currently in preview, and you can request participation by applying here.
How do I configure Amazon Connect to use federated SSO using SAML 2.0?
User Administration
Amazon Connect | Customer Engagement
To start, you need to create a new Amazon Connect instance that uses SAML 2.0 as its directory type. Once this is done, grant permissions for your identity provider to access Amazon Connect using the AWS Identity and Access Management (IAM) console. Finally, configure your identity provider to allow Amazon Connect agents and managers to log into the SSO portal, and then click through to Amazon Connect.
Which identity providers will work with Amazon Connect?
User Administration
Amazon Connect | Customer Engagement
You can enable federated access and controls via any SAML 2.0 compliant identity provider such as Microsoft Active Directory Federation Services, Okta, Ping Identity, and Shibboleth.
