Manage Data Streams

To establish a data stream, it is necessary to create a Kinesis data stream within the AWS platform.

Required permissions: Data Streams

Set Up a Destination for the Data Stream

You must create a destination in your infrastructure for the data stream and give it the permissions required to let CXone Data Streams publish data to it. This is where CXone can access and consume the data.

1. Create the Kinesis stream in AWS Management console. You can learn more about this process in the Amazon documentation.
2. Create an IAM role in AWS Management console. Make sure to configure the following:
   • Permissions

     • "kinesis:DescribeStream",

     • "kinesis:DescribeStreamSummary",

     • "kinesis:DescribeStreamConsumer",

     • "kinesis:SubscribeToShard",

     • "kinesis:RegisterStreamConsumer",

     • "kinesis:PutRecords",

     • "kinesis:PutRecord",

     • "kinesis:ListShards"

     Make sure to include "Resource": "<KINESIS_STREAM_ARN>" in the permissions policy. The KINESIS_STREAM_ARN here is the one created in Step 1 above.

   • Trust Relationships

     Include the trust policy in the trust relationships of the IAM role and replace NICE CXone AWS ACCOUNT ID AND EXTERNAL ID with valid values.

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     The following are valid NICE CXone AWS ACCOUNT ID values:

     NICE CXone AWS ACCOUNT ID	VALUE
     Production AWS Account ID	737494165703
     FedRamp AWS Account ID	751344753113
     FedRamp High AWS Account ID	420587085960

     Note: For CXone customers in North America, Europe, Australia, and Japan, use the Production AWS Account ID.

3. Create an external ID to associate with the role. EXTERNAL_ID can be any random string, for example:70ffec909539cdb4f01fb0aa3d249713cad411c2e652707a92fb51d0f5449ea.When configuring from CXone, use the same EXTERNAL ID as shown in the screenshot below.  
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View Data Stream

1. Click the app selector and select Admin.
2. Go to Security Settings > Roles and Permissions.

3. Click Administrator > Permissions.

4. Under Cloud Storage, toggle on Data Streams.

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Create a Data Stream

1. Click the app selector and select Admin.
2. Go to Account Settings > Event Data Stream.

3. Click Create New Data Stream.

4. Enter the data stream's Name, Description, Event Type, and other details.

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   Learn more about fields in this step

   Field	Details
   Event Type	Select the type of event, such as IVR Log.
   Data Format	Select the format of the data in which you want to create and use the data stream's output. For example, if you want to store serialized values in a space-efficient binary format, the AVRO schema is suitable for that.
   Point of Contact	Select one or more points of contact to filter the data stream's input data. For example, a point of contact might be endpoints such as email or chat.
   Target Stream Type	To receive data on a Kinesis stream, select Kinesis External.
   Kinesis Stream Name	Applies only to Kinesis data streams. Enter the name of the Kinesis stream you created in the previous steps.
   AWS Region	Applies only to Kinesis External. Enter the AWS region of the External Kinesis stream from where IVR data is to be published.
   Role ARN	Applies only to Kinesis External. Enter the AWS cross-account role ARN created for CXone. This was created in the previous steps.
   External ID	Applies only to Kinesis External. Enter the external ID associated with the AWS cross-account role ARN you specified in the Role ARN field. You created this ID in the previous steps.

5. Click Create.

6. If you want to update the data format, select the new data format and click Save.

   Updates to data streams can take up to 24 hours to be implemented. An updated data stream shows as pending until the changes take effect. This can take up to 24 hours.