Configuration Reference

This reference documents configuration options for Switchboard resources.

Stack Configuration

StackProps

Standard AWS CDK stack properties.

new StackProps
{
    Env = new Amazon.CDK.Environment
    {
        Account = "123456789012",
        Region = "us-east-1"
    },
    Description = "My contact center infrastructure",
    Tags = new Dictionary<string, string>
    {
        ["Environment"] = "Production",
        ["Project"] = "ContactCenter"
    }
}

Properties:

• Env - AWS environment (account + region)
• Description - Stack description
• Tags - Resource tags
• StackName - Override stack name
• TerminationProtection - Enable deletion protection

---

Queue Configuration

QueueBuilder Options

var queue = new QueueBuilder()
    .SetName("CustomerService")           // Required
    .SetDescription("Main support queue") // Optional
    .SetMaxContacts(100)                  // Optional (default: no limit)
    .SetOutboundCallerId("Acme", "+1...") // Optional
    .AddTag("Department", "Support")      // Optional
    .Build();

Configuration:

Property	Type	Required	Default	Description
Name	string	Yes	-	Queue name
Description	string	No	null	Queue description
MaxContacts	int	No	null	Max contacts in queue
OutboundCallerIdName	string	No	null	Outbound caller name
OutboundCallerIdNumber	string	No	null	Outbound caller number
Tags	Dictionary	No	empty	Resource tags

---

Routing Profile Configuration

RoutingProfileBuilder Options

var profile = new RoutingProfileBuilder()
    .SetName("AgentProfile")                          // Required
    .SetDescription("General agent profile")          // Optional
    .SetDefaultOutboundQueue("OutboundQueue")        // Optional
    .AddMediaConcurrency(ChannelType.Voice, 1)       // Required (at least one)
    .AddQueue("QueueName", ChannelType.Voice, 1)     // Required (at least one)
    .Build();

Configuration:

Property	Type	Required	Default	Description
Name	string	Yes	-	Profile name
Description	string	No	null	Profile description
DefaultOutboundQueueId	string	No	null	Default outbound queue
MediaConcurrencies	List	Yes	-	Channel concurrency configs
QueueConfigs	List	Yes	-	Queue associations
Tags	Dictionary	No	empty	Resource tags

---

Media Concurrency Configuration

.AddMediaConcurrency(ChannelType.Voice, 1)
.AddMediaConcurrency(ChannelType.Chat, 3)
.AddMediaConcurrency(ChannelType.Task, 5)

Parameters:

• channel - ChannelType (Voice, Chat, Task)
• concurrency - Number of simultaneous contacts (must be > 0)

Channel Types:

• ChannelType.Voice - Phone calls
• ChannelType.Chat - Text chat
• ChannelType.Task - Async tasks

---

Queue Configuration

.AddQueue("QueueName", ChannelType.Voice, priority: 1, delay: 0)

Parameters:

• queueId - Queue name or ARN
• channel - Channel type for this queue
• priority - Priority (1 = highest, higher numbers = lower priority)
• delay - Delay in seconds before routing (default: 0)

---

Hours of Operation Configuration

Hours Configuration

var hours = new HoursOfOperation
{
    Name = "BusinessHours",                   // Required
    Description = "M-F 9-5",                 // Optional
    TimeZone = "America/New_York"            // Required
};

hours.AddDayConfig(new HoursOfOperationConfig
{
    Day = DayOfWeek.Monday,                  // Required
    StartTime = new TimeRange { Hours = 9, Minutes = 0 },  // Required
    EndTime = new TimeRange { Hours = 17, Minutes = 0 }    // Required
});

Hours Properties:

Property	Type	Required	Default	Description
Name	string	Yes	-	Hours schedule name
Description	string	No	null	Schedule description
TimeZone	string	Yes	-	IANA timezone identifier
Config	List	Yes	-	Day configurations
Tags	Dictionary	No	empty	Resource tags

---

Day Configuration

Property	Type	Required	Description
Day	DayOfWeek	Yes	Day of week
StartTime	TimeRange	Yes	Opening time
EndTime	TimeRange	Yes	Closing time

TimeRange:

• Hours - Hour (0-23)
• Minutes - Minute (0-59)

---

Common Timezones

Region	IANA Identifier
US Eastern	America/New_York
US Central	America/Chicago
US Mountain	America/Denver
US Pacific	America/Los_Angeles
UTC	UTC
London	Europe/London
Tokyo	Asia/Tokyo
Sydney	Australia/Sydney

---

Flow Configuration

FlowBuilder Options

var flow = new FlowBuilder()
    .SetName("MainFlow")                        // Required
    .SetDescription("Main menu flow")           // Optional
    .SetType(FlowType.ContactFlow)             // Optional (default: ContactFlow)
    .AddTag("Department", "Sales")             // Optional
    .PlayPrompt("Welcome")                     // Add actions...
    .Build();

Flow Properties:

Property	Type	Required	Default	Description
Name	string	Yes	-	Flow name
Description	string	No	null	Flow description
Type	FlowType	No	ContactFlow	Flow type
Content	string	Yes	-	Flow JSON (generated)
Tags	Dictionary	No	empty	Resource tags

---

Flow Types

FlowType	AWS Value	Purpose
ContactFlow	CONTACT_FLOW	Standard inbound flow
CustomerQueueFlow	CUSTOMER_QUEUE	Queue wait music
CustomerHoldFlow	CUSTOMER_HOLD	Hold music
CustomerWhisperFlow	CUSTOMER_WHISPER	Pre-connect customer message
AgentWhisperFlow	AGENT_WHISPER	Pre-connect agent message
AgentHoldFlow	AGENT_HOLD	Agent hold music
OutboundWhisperFlow	OUTBOUND_WHISPER	Outbound call whisper
AgentTransferFlow	AGENT_TRANSFER	Agent transfer flow
QueueTransferFlow	QUEUE_TRANSFER	Queue transfer flow

---

Action Configuration

GetCustomerInput Configuration

.GetCustomerInput("Enter your account number", input =>
{
    input.MaxDigits = 10;          // Max digits (default: 1)
    input.TimeoutSeconds = 10;     // Timeout (default: 5)
    input.EncryptInput = true;     // Encrypt (default: false)
})

---

InvokeLambda Configuration

.InvokeLambda("FunctionName", lambda =>
{
    lambda.TimeoutSeconds = 8;     // Lambda timeout (default: 3)
})

---

Branch Configuration

.Branch(branch =>
{
    branch.Case("1", "action-id");                            // Simple case
    branch.When("expr", "action-id", ComparisonOperator.Equals); // Complex condition
    branch.Otherwise("default-action");                        // Fallback
})

---

Tags

Tags are key-value pairs for organizing and tracking resources.

Adding Tags

// Queue tags
var queue = new QueueBuilder()
    .SetName("Support")
    .AddTag("Department", "CustomerService")
    .AddTag("CostCenter", "CC-1234")
    .AddTag("Environment", "Production")
    .Build();

// Flow tags
var flow = new FlowBuilder()
    .SetName("MainFlow")
    .AddTag("FlowType", "Menu")
    .AddTag("Version", "2.0")
    .Build();

// Stack tags
new StackProps
{
    Tags = new Dictionary<string, string>
    {
        ["Project"] = "ContactCenter",
        ["Owner"] = "TeamA"
    }
}

Best Practices

1. Use Consistent Keys: Department, Environment, CostCenter
2. Tag All Resources: Apply tags to stacks and resources
3. Use for Cost Tracking: Tag by cost center or project
4. Use for Organization: Tag by team, owner, or purpose

---

Environment Variables

Use environment variables for configuration:

new StackProps
{
    Env = new Amazon.CDK.Environment
    {
        Account = Environment.GetEnvironmentVariable("CDK_DEFAULT_ACCOUNT"),
        Region = Environment.GetEnvironmentVariable("CDK_DEFAULT_REGION") ?? "us-east-1"
    }
}

Common Environment Variables:

• CDK_DEFAULT_ACCOUNT - AWS account ID
• CDK_DEFAULT_REGION - AWS region
• AWS_PROFILE - AWS credentials profile

---

Best Practices

1. Use Descriptive Names

// Good
.SetName("CustomerSupportBusinessHours")

// Avoid
.SetName("Hours1")

2. Add Descriptions

// Good
.SetDescription("Main customer support queue for general inquiries")

// Avoid leaving descriptions empty

3. Set Appropriate Limits

// Consider your team size
.SetMaxContacts(100) // For 20 agents

// Not
.SetMaxContacts(10000) // Unrealistic for small team

4. Use Meaningful Tags

// Good - Organized tags
.AddTag("Department", "Sales")
.AddTag("Tier", "VIP")
.AddTag("CostCenter", "CC-SALES-001")

// Avoid - Unclear tags
.AddTag("Tag1", "Value1")

5. Validate Configuration

// Validate before adding to stack
queue.Validate();
hours.Validate();
profile.Validate();
flow.Validate();

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Related

• SwitchboardStack Reference - Stack methods
• Flow Actions Reference - Flow action details
• Building Queues - Queue creation guide
• Building Routing Profiles - Profile guide
• Building Hours - Hours guide