Connect LabAmazon Connect study

Global Resiliency

Migration patterns that survive contact with a Monday

Learn it in 5 minutes

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About five minutes of reading

The pattern is dual-run, a small number, evidence, then the rest. Heroic cutovers are how recordings go missing.

Build the flow and the queue while the old platform still owns the number. Compare a day of CTRs with a day of the old report. Port a pilot number. Watch audio, screen pop, and WFM. Then port the range, with a rollback window the carrier has agreed.

Global Resiliency is not a migration tool from CUCM. It is how the Connect instance itself survives a Region. You may need both: a bridge during the move, and a pair after it.

  • Reports will not match on day one if the old AHT included something yours does not. Write both formulas.
  • Agents need the CCP network before the port, not after.
  • Keep the old recording system until the new object's retention is proven.
  • One number is a test. A range is a decision.

Number on this page: First port 1. Pilot number, then the range

Visual

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Migration patterns that survive contact with a Monday
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Build. Beside the old system.
  2. Compare. One day of reports.
  3. Pilot. One number.
  4. Range. With rollback.

What usually goes wrong: Porting the main toll-free number as the first test.

Quiz

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Question 1

Which term matches this description? The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3.

Show the cited answer

The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3. The term is Global Resiliency.

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

Question 2

Which term matches this description? The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.

Show the cited answer

The object that splits telephony and agent sign-in across the two Regions in 10 percent steps. The term is Traffic distribution group.

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

Question 3

Which term matches this description? Measure the Osaka delay if that is your pair. Do not discover it in an incident.

Show the cited answer

Measure the Osaka delay if that is your pair. Do not discover it in an incident. The term is What a failover drill has to prove (3).

Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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The voice channel in Connect Customer - 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

  • Global Resiliency The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3.
  • Traffic distribution group The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.
  • Replica instance The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.
  • Region pair The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds.

Mind map

Open the Global Resiliency mind map

Sister technologies

AWS supports one multi-Region pattern. A home-built second instance is not that pattern.

Config and troubleshooting

Porting the main toll-free number as the first test.

Global Resiliency uses a traffic distribution group across a supported Region pair. Telephony percentage moves in steps of 10. A second instance you created by hand is not this resource.

TrafficDistributionGroup

CloudFormation study snippet
Resources:
  Pair:
    Type: AWS::Connect::TrafficDistributionGroup
    Properties:
      Name: campus-pair
      InstanceArn: !GetAtt SourceInstance.Arn
      Description: Virginia source with an Oregon replica

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