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service-cloud-voice / ServiceCloudVoiceLambdas

This application provides a set of Lambda functions, which are available within your Amazon Connect instance after provisioning the instance with your Service Cloud Voice contact center. You can use these Lambdas in Amazon Connect contact flows.
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Configuration documentation is wrong - Configure users in Amazon Connect. #41

Closed vgw-chriskruger closed 1 year ago

vgw-chriskruger commented 1 year ago

If I understand correctly the associated documentation for configuring this software is this document.

In the section Configure Users in Amazon Connect (pg 13) the documentation instructs implementors to build a CSV with usernames formed with the follow parameters $User.Id & '@' & $Organization.Id.

Using this guidance we configured some users for our AWS Connect instance but we could not successfully take a voice call.

Upon close inspection and comparison with an existing AWS Connect integration with Salesforce we noted that, for that instance, username also included the Salesforce User alias.

Example:

  1. The form of usernames as described by the existing documentation. 
006Ah000000JK7E@00DAu000000f110
  1. The form of usernames that appear to work in practice 
ckrug@006Ah000000JK7E@00DAu000000f110

Unless there are other reasons in play that are not understood by myself and my fellow integrators, it seems that the documentation should reflect that this the alias is required to construct usable AWS Connect Users.

$User.Alias & '@' @ $User.Id & '@' & $Organization.Id

jinalkathiara commented 1 year ago

When we launched this product, we were using following naming scheme.

006Ah000000JK7E@00DAu000000f110 so this document is accurate and you can use this naming scheme.

With latest contact centers starting with Spring 22 onwards, we started using following naming scheme. ckrug@006Ah000000JK7E@00DAu000000f110

So both naming scheme works. Ideally you should check connected application's configuration. as long as connected application is sending the SAML assertion with the https://aws.amazon.com/SAML/Attributes/RoleSessionName = $User.Id & '@' & $Organization.Id. you should be able to do SSO. `

vgw-chriskruger commented 1 year ago

Thank you for your reply. I understand this more completely now and why there has been some variation.