Amazon Connect and Voice Recording Configuration

Question

Hi All,

I am currently tasked to create an Amazon Connect flow that can capture users voice and record it. The problem I have faced that my Amazon Connect is on eu-west-2 region and it does not support Voice Recording. I Have Voice Recording on eu-west-1 region but that region does not support Amazon Connect.

My question is, can I use eu-west-2 region Amazon Connect flow and start the recording (eu-west-1 region) with Lambda function from eu-west-2. The part of API usage is below.

const params = {
            ContactId: contactId,
            InstanceId: instanceArn,
            InitialContactId: initialContactId,
            VoiceRecordingConfiguration: voiceRecordingConfiguration,
        };

// Start recording for the specified contact
        await connect.startContactRecording(params).promise();

* InstanceID = eu-west-2 instance
* ContactID = the person who is on the phone
* InitialContactID = the person who is on the phone (the first caller, in this instance its the same as ContactID)
* VoiceRecordingConfiguration = VoiceRecordingTrack: 'AUDIO_ONLY'

i tried providing ARN of the voice recording configuration but it was not accepting. Added the necessary policies that were required too, but now I am receiving an error **Error starting recording: BadRequestException: Invalid request body**. So I am beginning to believe that this cross region approach is not possible and everything needs to be on one region.

Can someone clarify if it is possible?

Answer

Hello,

Firstly, you can record voice conversations using either "Set recording and analytics behavior" block or "StartContactRecording" API call.

[+]. https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html

[+]. https://docs.aws.amazon.com/connect/latest/APIReference/API_StartContactRecording.html

Further, Amazon Connect supports call recordings in eu-west-2 region. I have tested the same at my end and was able to get the recordings successfully. As you have mentioned that Amazon Connect doesn't support call recordings in eu-west-2 region, can you provide the documentation from which you are referring to.

Having said, as you have mentioned, Amazon Connect is not supported in eu-west-1 region and we cannot perform inbound/outbound calls from that region. Thus, call recording is not possible in eu-west-1 region.

Thanks

Amazon Connect and Voice Recording Configuration

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