Amazon Connect를 이용한 장애 대응도구 개발기

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amazon connect를 이용해서 pagerduty의 outbound call 기능을 대체할수 있습니다. 한국어가 지원되는 outbound call이 왜 필요한지, 어떻게 개발했는지에 대한 경험을 공유합니다.

Engineering

Outbound call
PagerDuty
Architecture
Amazon Connect
Q&A

[AS-IS]
Pagerduty call HBsmith On-call
.
QA
UserHBsmith
Pagerduty alert.
You have one triggered
Bla bla…
.
n
.

1. .
- 39$ (business platform, per user / month)
2. Outbound call .
3. .
- ..

1. On-call outbound call .
2. TTS .
3. On-call Action
- Resolve
- Escalation
- Snooze
4. N .

AWS managed service
Managed service
Polly
IaC .
Action Event .
- ,
Amazon Connect
Amazon
Connect

[AS-IS]
API pagerduty trigger message sqs
sqs event trigger lambda pagerduty

[1 ]
1. Lambda Pagerduty -> Amazon
Connect
2.

[1 ]
Outbound call
.
- resolve, snooze action
=> Queue pub/sub Message

[2 ]
- Sqs DynamoDB Aurora Serverless
- DB event trigger polling alarm

DynamoDB
Managed service
Key-Value
WCU / RCU

Aurora serverless
Managed service
Connection scale out
/
Polling scale out
.

Contact flow
Polly TTS, mp3 prompt
Lambda Integration
Amazon Connect

Request
Response
{
"InstanceId": "xxxx",
"ContactFlowId": "xxxx",
"SourcePhoneNumber": "+1xxxxxx",
"DestinationPhoneNumber": "+8201011112222"
}
{
"ResponseMetadata": {
"RequestId": "xxxx-xxxx",
"HTTPStatusCode": 200,
...
}
}
+82010 -> +8210
=> +821011112222
Connect

Connect .
Outbound call
1. Amazon Connect Instance .
2. Support ticket whitelist KR .

.
: pagerduty - 78$
:10.15$
Managed service .
1sprint(2 weeks)

.
QA .
Outbound call
.
IaC .
blog version

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Amazon Connect를 이용한 장애 대응도구 개발기

1. SEOUL AWS Connect / HBsmith

2. , , . HBsmith

3. Outbound call PagerDuty Architecture Amazon Connect Q&A

4. Outbound call

5. HBsmith QA .

6. [AS-IS] Pagerduty call HBsmith On-call . QA UserHBsmith Pagerduty alert. You have one triggered Bla bla… . n .

7. ? Pagerduty . ..

8. [TO-BE] On-call QA User . n . n , ….

9. Outbound call

10. 1. . - 39$ (business platform, per user / month) 2. Outbound call . 3. . - ..

11. 1. On-call outbound call . 2. TTS . 3. On-call Action - Resolve - Escalation - Snooze 4. N .

12. Architecture

13. Amazon Connect VS

14. AWS managed service Managed service Polly IaC . Action Event . - , Amazon Connect Amazon Connect

15. , SMS IaC . API event . . . Twilio

16. - Amazon Connect 1. / . 2. AWS

17. Architecture

18. [AS-IS] API pagerduty trigger message sqs sqs event trigger lambda pagerduty

19. [1 ] 1. Lambda Pagerduty -> Amazon Connect 2.

20. [1 ] Outbound call . - resolve, snooze action => Queue pub/sub Message

21. [2 ] - Sqs DynamoDB Aurora Serverless - DB event trigger polling alarm

22. DynamoDB Managed service Key-Value WCU / RCU

23. Aurora serverless Managed service Connection scale out / Polling scale out .

24. Aurora serverless .. ..

25. [ ] connect DB . .. 🙂

26. Amazon Connect

27. Amazon Connect

28. queue, metric Amazon Connect

29. On-demand Amazon Connect

30. Contact flow Polly TTS, mp3 prompt Lambda Integration Amazon Connect

31.

32. boto3 api - - - Amazon Connect

33. CloudWatch logs Amazon Connect

34.

35. Request Response { "InstanceId": "xxxx", "ContactFlowId": "xxxx", "SourcePhoneNumber": "+1xxxxxx", "DestinationPhoneNumber": "+8201011112222" } { "ResponseMetadata": { "RequestId": "xxxx-xxxx", "HTTPStatusCode": 200, ... } } +82010 -> +8210 => +821011112222 Connect

36. Connect . Outbound call 1. Amazon Connect Instance . 2. Support ticket whitelist KR .

37. . Polly( ) alias . ex) HBsmith ->

38. . : pagerduty - 78$ :10.15$ Managed service . 1sprint(2 weeks)

39. . QA . Outbound call . IaC . blog version

40. Q&A

41. .