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Hybrid Cloud

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The following instructions will assist the application administrator in configuring Hybrid Cloud, Talkdesk’s custom storage solution for Amazon Web Service (AWS).

Please note the following restrictions before beginning these instructions: 

  • Existing Recording Management. Existing recordings will not be copied to the new custom storage bucket but will remain accessible in the Talkdesk bucket. 
  • Permissions and Retention. All workflows and logic tied to your recordings, including access permissions and deletion policy, still apply for custom storage and will remain the same as stated in your Talkdesk account retention policy.
  • Configuration Limitations. Once you complete changing your storage provider to AWS, it will be non-configurable on Talkdesk. To make further changes to Hybrid Cloud, you will need to contact support@talkdesk.com

 

Part 1: Set up your S3 bucket

AWS-Services-S3.png

  1. Navigate and log in to console.aws.amazon.com
  2. Click on Services [1] and select S3 [2] under Storage.

AWS-Create_bucket.png

  1. Click Create Bucket [3].
  2. Name the bucket (no spaces) and select the appropriate region [4].
  3. Click Create [5]

For additional security, you can further protect your data by enabling default encryption on a bucket so that all objects are encrypted when they are stored in the bucket. For more information, see Amazon’s documentation, How to Enable Default Encryption for an S3 Bucket in AWS.

You can also integrate it with CloudTrail, a service that captures specific API calls made to Amazon S3 from your AWS account and delivers the log files to an Amazon S3 bucket that you specify. Learn how to Create a Trail in AWS.

 

Part 2: Set up a custom policy

AWS-MySecurityCredentials.png

  1. Click your login name and select My Security Credentials [6].

AWS-Policies.png

  1. Click Policies [7].
  2. Click Create policy [8].

AWS-Create_Policy_-_JSON.png

  1. Select the JSON tab [9] and copy and paste the following, replacing BUCKETNAME with the name of your custom bucket [10].
{
"Version": "2012-10-17",
"Statement": [{
"Effect": "Allow",
"Action": [
"s3:PutObject",
"s3:GetBucketLocation",
"s3:ListBucket",
"s3:DeleteObject",
"s3:GetObject"
],
"Resource": [
"arn:aws:s3:::BUCKETNAME",
"arn:aws:s3:::BUCKETNAME/*"
]
}]
}
  1. Click the Review policy button [11].

AWS-Review_Policy.png

  1. Configure these fields with the corresponding values [12]:
    • “Name” = Talkdesk-storage-policy.
    • “Description” = Policy used by Talkdesk to save recording files to the bucket.
  2. Click Create policy [13].

 

Part 3: Begin configuration within Talkdesk

hybrid_cloud_14___16.png

  1. In a new tab or window, navigate and log in to Talkdesk (youraccountname.mytalkdesk.com).
  2. Navigate to Admin [14] > Preferences [15].
  3. Scroll down until you see the setting "Data Storage Provider".
  4. Click Change provider [16].

Hybrid_spaces_1.png

Talkdesk will display a warning to let you know pre-existing recordings from Talkdesk will become unavailable once you change to a custom storage. Hit Continue [17].

data_storage_provider__masked.png

  1. Select Amazon AWS in "Storage Provider" [18].
  2. Select the applicable Region [19].
  3. Enter the applicable bucket name in Bucket [20].
  4. Copy the 12-digit number found under “Amazon Account Resource Name” [21] and leave this page open for now.

 

Part 4: Set up a role in AWS

AWS-Create_Role.png

  1. Navigate back to AWS.
  2. Click Roles [22].
  3. Click Create role [23]

AWS-Role_Account_ID_modified.png

  1. Select the option Another AWS account [24].
  2. Paste the 12-digit numerical string copied from the configuration dialog box in step [21] into the field "Account ID" [25]:
  3. Tick the option “Require external ID” [26]. A new “External Account ID” field will be displayed.
  4. Go back to the Talkdesk configuration box, copy the Account Id (as shown below) and paste it into the “External Id” field [27].

data_storage_provider_masked.png

  1. Click Next Permissions [28].

AWS-Role_Permissions.png

  1. Search for and select the Talkdesk-storage-policy [29] and hit Next: Review [30].

AWS-Role-Review.png

  1. Set the “Role name” as Talkdesk-storage-role [31].
  2. Click Create role [32].

AWS-Role-ARN_modified.png

  1. Copy the new “Role ARN” that is displayed [33].

 

Part 5: Complete configuration within Talkdesk

data_storage_provider_main_screen.png

  1. Navigate back to the configuration dialog box within Talkdesk.
  2. Paste the "Role ARN" into the field “Amazon Account Resource Name” [34].
  3. Click Test connection [35].
  4.  Click OK on the successful installation prompt.
  5. Once ready, click Save.
    • Note: Once you press Save, you will no longer have the option to edit the provider, bucket, or any of the associated settings will be removed. To make changes, please contact support@talkdesk.com.

You’re all set! The configuration is complete and effective immediately. All new recordings will be directed to your AWS S3 bucket. No additional steps or maintenance required. 

 

For additional help, please contact support@talkdesk.com.

 

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