Connect LabAmazon Connect study

Bridge

A migration playbook

Learn it in 5 minutes

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About five minutes of reading

The order is identity, network, flows, a pilot number, reports, then the port.

Federate a pilot team and prove the CCP on their real network. Rebuild the busiest script as a flow with error branches and a module for recording. Staff one queue. Compare a day of contacts with CUIC or the old wallboard, using written formulas.

Then port a pilot number with a rollback date. Only after audio, pop, and WFM look right do you move the range. Global Resiliency comes after the instance is the system of record, not before.

  • Dual-run the recording tools.
  • Translate quick connects from the old speed-dial list, and delete the dead ones.
  • Hours and holidays are a data migration, not a memory test.
  • Keep a glossary so 'skill' means one thing in the new design.

Number on this page: Order 6. Identity, network, flow, pilot, reports, port

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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A migration playbook
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Pilot agents. On the real LAN.
  2. One flow. The busiest path.
  3. One number. With rollback.
  4. Then the range. After the evidence.

What usually goes wrong: Rebuilding every script before anyone has taken a CCP call.

Quiz

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Question 1

Which term matches this description? Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover.

Show the cited answer

Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover. The term is Dual-run.

Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Maps to Routing profile plus queue hours and the claim or port of the public number. Pitfall: A CSS decides which patterns a phone can dial. A routing profile decides which queues an agent can receive. They are not the same object.

Show the cited answer

Maps to Routing profile plus queue hours and the claim or port of the public number. Pitfall: A CSS decides which patterns a phone can dial. A routing profile decides which queues an agent can receive. They are not the same object. The term is CUCM: Calling search space and partition.

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Maps to Phone number associated to a flow, then a queue. Pitfall: The entry point is the number-to-flow link, not the queue.

Show the cited answer

Maps to Phone number associated to a flow, then a queue. Pitfall: The entry point is the number-to-flow link, not the queue. The term is Webex CC: Entry point and queue.

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Calling search space CUCM's list of partitions a phone may dial. The Connect cousin is a routing profile, and they do not configure each other.
  • CSQ A UCCX contact service queue. Map it to a Connect queue, not to a routing profile.
  • Precision queue A UCCE queue with attribute steps. Map the steps to routing criteria, not to one flat skill group.
  • Finesse The Cisco agent desktop. The Connect cousins are the CCP, the agent workspace, and a Streams application.

Mind map

Open the Bridge mind map

Sister technologies

Migrations fail when a skill group, a script, and a Finesse gadget are all called 'the queue'.

Config and troubleshooting

Rebuilding every script before anyone has taken a CCP call.

CUCM, UCCX, and UCCE have no CloudFormation resource in this API. The objects you create on the Connect side are the queue, the routing profile, and the hours. Map the old skill group onto those, not onto a single queue name.

Queue RoutingProfile

CloudFormation study snippet
Resources:
  MigratedQueue:
    Type: AWS::Connect::Queue
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: BillingSkill
      HoursOfOperationArn: !GetAtt OfficeHours.HoursOfOperationArn
      Description: Was a UCCE skill group. Priority now lives on the routing profile.

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json