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titleOnboard/Offboarding

To be completed whenever a DSS, Manager, or other staff member joins or leaves LAITS

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Onboard/Creating Accounts

  1. Log in to Amazon Connect
  2. Navigate to user management
  3. Add new users > Create and setup a new user > 
    1. login name: employee EID
      1. All other details as appropriate, use the employee's austin.utexas.edu email address 
    2. Phone type: Softphone
      1. Make sure "Auto-Accept Call" is unchecked
      2. Set ACW timeout to 360 seconds
    3. Profiles
      1. Security profile, as appropriate
        1. We primarily use "Agent", "Admin", and "Trainee"
        2. The "Trainee" profile allows STAs and new DSS to monitor live conversations in order to shadow
      2. Routing profile
        1. Select the "LAITS Voice/Chat/Student Chat" routing profile
        2. The Remote Lead profile puts the agent on lower priority (sends calls to others first, if available) 
    4. Security and Routing profiles can be edited from the "Users" menu
    5. Click save in the bottom left, then follow the prompts to finish creating the user
    6. Password
      1. Create a Stache entry titled Amazon Connect - [d]
      2. Generate a random password from the Secret field in the Stache entry.
      3. New staff should sign in using instructions on this page: https://wikis.utexas.edu/x/rAaAB
  4. After this, the user can log in immediately
  5. They can use the "Forgot password" link at the sign in page to change their password 

Offboarding

To be completed IMMEDIATELY after an employee leaves LAITS 

Offboarding
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  1. Log in to Amazon Connect
  2. Navigate to user management
  3. Check the box next to the user's name and click remoteremove
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titleSetting Holidays

Amazon Connect can leverage AWS Lambda to dynamically notify callers of any current UT holidays that fall outside of our normal closed hours. AWS Lambda will need to read a specifically named and structured .csv file in order to determine which days during the fiscal year or long semester are holidays. The below instructions will detail the creation and upload of this file so that this functionality can be used.

  1. Obtain a list of upcoming University holidays. You can find UT System's holiday schedule here.
  2. Launch Microsoft Excel, or your preferred spreadsheet program
    1. Please note, the below instructions will only detail the process in Excel, though the process should not differ too much in other tools.
  3. Create two columns, with headers "Holidays" and "Name" respectively
    1. These are mostly here for human-readable benefit; Lambda will strip the first row and discard these headers, but they're useful for keeping organized!
  4. In the "Holidays" column, enter in each of the scheduled holiday dates
    1. Warning
      titleExpected Date Formatting

      Excel will attempt to automatically reformat your dates to whatever your default date format is. Normally, this is the DD/MM/YYYY format for US/English computers and devices. However, Lambda will be expecting these dates in ISO 8601 format, e.g., "1976-07-04".

      Please be sure to select the dates you entered and set the formatting (using the "Format Cells" dialog) to the required format, as shown here:

      Formatting can be specified after all dates have been entered.

  5. In the "Name" column, enter in the name of the holiday
    1. Please note, UT System uses "Winter Holiday" to refer to the holiday time granted between Fall and Spring semesters, not including Christmas Eve, Christmas Day, Day After Christmas, and New Year's Day.
      1. Note

        This field should be considered required, as the text-to-speech system expects to be able to read this value back as part of its script with the caller. This may not be the case in future versions, but is status quo as of 2020-05-29.

  6. When you have confirmed that the data entry is complete and properly formatted, you can proceed to save the file as a .csv file with the filename, holidays.csv
    1. Please be sure to select "CSV (Comma delimited) (*.csv)", rather than any of the other available .csv formats. The other formats add extraneous information that is not necessary and may not work properly with Lambda.
  7. Upload your holidays.csv file to our AWS S3 bucket so that Lambda can interact with it during each call
    1. You can visit this link to be taken directly to the appropriate S3 bucket
      1. Alternatively, you can navigate to AWS, select the S3 service, and open the laitscc bucket, navigating to laitscc/connect/laits
    2. Click "Upload", then drag and drop your holidays.csv file or browse to it using the dialog box
    3. Click the "Upload" button in the lower-left corner of the dialog box. You'll receive a confirmation message when the upload is complete.