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Prepare Amazon Connect Environment for Real-Time Third Party Telephony Recording (Multi-ACD)

An Amazon Connect telephony system can only include the Amazon Connect Interface Type.

Amazon Connect uses native AWS services for both CTI Computer Telephony Integration - any technology that allows interactions on both computers and phones to be integrated. call events and call media.

Call and agent events: Amazon Connect Kinesis Data Stream sends agent events to Amazon EventBridge. EventBridge sends both agent and call events to CXone, which CXone Connectivity Services consumes.
Call audio: CXone Media Services connect to your Amazon Connect Kinesis Video Streams (KVS) to retrieve the call voice stream.

Both a single Amazon Connect region and multi-region are supported.

Amazon Connect global resiliency is supported.