Amazon Connect: Global Resiliency Deployment Questions

Question

We are planning to implement the cloud formation associated with this guide: 
https://aws.amazon.com/blogs/contact-center/build-a-multi-region-resilient-contact-center-with-amazon-connect-global-resiliency/

We have two instances currently, both in the East, a Dev instance and a Prod instance.

We have the following questions...
1. The guide only contemplates one instance, we have two, and will want to test this on the dev instance before testing on the production.  Does the dashboard provide the ability to select for an instance?  Or, does it replicate both automatically?  Or, does it grab the first it sees?
a. now that I look at it, we'd have to roll a new instance to accomodate the SAML requirement.  Which, raises the above question again, of how this handles multiple instances?

2. I assume the steps in the guide are non-interruptive until the Traffic Distribution Gateway is changed?

Answer

I will recommend you to read through this workshop
https://catalog.workshops.aws/amazon-connect-global-resiliency/en-US

Understand the way to setup this feature initially.  It does NOT take two existing instances and sync them up using the TDG.  You START with only 1 instance, you then execute the API to create the replica instance that will be empty in the other region.

What the blog calls out in the prereq in step 1, is to get allow listed which the Connect SA will explain all this to you.  And once allow listed, you can now deploy this blog post, which one of the step to execute the replica API to create the replica instance, you will now have your 2 instances that will have the same instance ID but different region name in the full ARN to continue the rest of the blog on having a sample UI to manage the TDG

Answer

1. Correct the guide assumes you will be creating two new instances.
2. Not sure I understand your question, the Stack needs to run to completion in order to provide what the blog shows.

Now, a personal opinion about Connect global resiliency. It’s a good start, but not great yet. You can do something very similar if you keep ownership of your phone numbers. It will be more work, but in my opinion the cost benefits are there. Until the you’re able to replicate Connect configuration across instances automatically this approach is only useful for very specific use cases.

David

Answer

Hi,

This post will bring you interesting guidance on your questions: https://aws.amazon.com/blogs/contact-center/build-a-multi-region-resilient-contact-center-with-amazon-connect-global-resiliency/

In particular, the CloudFormation-based approach (See template at https://github.com/aws-samples/ac-multi-region-apis/blob/main/template.yaml)  is very powerful to clone very efficiently your initial infratructure (or part of it) to conduct the tests that you want with no risk on production infra.

Best

Didier

Amazon Connect: Global Resiliency Deployment Questions

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