# MIT No Attribution

# Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.

# Permission is hereby granted, free of charge, to any person obtaining a copy of this
# software and associated documentation files (the "Software"), to deal in the Software
# without restriction, including without limitation the rights to use, copy, modify,
# merge, publish, distribute, sublicense, and/or sell copies of the Software, and to
# permit persons to whom the Software is furnished to do so.

# THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED,
# INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
# PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
# HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
# OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE
# SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

AWSTemplateFormatVersion: 2010-09-09
Description: >
  "CloudFormation for re:Invent 2022 - BIZ310 - Real-time churn prediction in AI powered contact centres - Amazon Connect Queues, Routing Profile, QuickConnect, and Retention User"

Parameters:
  AmazonConnectInstanceARN:
    Default: "**** Enter the Full Amazon Connect Instance ARN ****"
    Description: The Amazon Connect Instance ARN
    Type: String
  NewEmailForNotifications:
    Default: "**** Enter an email address for Retention Specialist ****"
    Description: Email for New Contact Lens Notification
    Type: String

# Basic and Retention queue ARNs
Outputs:
  RetentionQueueARN:
    Description: The ARN of the Retention Queue
    Value: !GetAtt LambdainvokeQueues.Retention
    Export:
      Name: !Sub '${AWS::StackName}-RetentionQueue'
  BasicQueueARN:
    Description: The ARN of the Basic Queue
    Value: !GetAtt LambdaInvokeConnectInfo.Basic
    Export:
      Name: !Sub '${AWS::StackName}-BasicQueue'

Resources:

# IAM Role for lambda functions to create Connect Components
  CoreLambdasIAMRole:
    Type: "AWS::IAM::Role"
    Properties:
      AssumeRolePolicyDocument:
        Version: "2012-10-17"
        Statement:
          - Effect: Allow
            Principal:
              Service:
                - lambda.amazonaws.com
            Action:
                - "sts:AssumeRole"
      Description: A role to allow all the functions to access Connect
      Policies:
        - PolicyName: BuildConnectComponents
          PolicyDocument:
            Version: "2012-10-17"
            Statement:
              - Effect: Allow
                Action:
                  - connect:createQueue
                  - connect:createRoutingProfile
                  - connect:list*
                  - connect:associate*
                Resource:
                  - !Sub ${AmazonConnectInstanceARN}/*
                  - !Ref AmazonConnectInstanceARN
              - Effect: Allow
                Action:
                  - logs:CreateLogGroup
                  - logs:CreateLogStream
                  - logs:PutLogEvents
                Resource: "*"

# Lambda function to get BasicQueueArn, Hours of Operation, Security Profiles, and QueueTransferFlowARN
  LambdaInfoFromConnect:
    Type: AWS::Lambda::Function
    Properties:
      Description: Function to get Connect BasicQueue, HoursOfOperation, Security Profiles, and QueueTransferFlow ARNs
      Environment:
        Variables:
          INSTANCEARN: !Ref AmazonConnectInstanceARN
      Code:
        ZipFile: |
          # MIT No Attribution

          # Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.

          # Permission is hereby granted, free of charge, to any person obtaining a copy of this
          # software and associated documentation files (the "Software"), to deal in the Software
          # without restriction, including without limitation the rights to use, copy, modify,
          # merge, publish, distribute, sublicense, and/or sell copies of the Software, and to
          # permit persons to whom the Software is furnished to do so.

          # THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED,
          # INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
          # PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
          # HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
          # OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE
          # SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

          import json
          import boto3
          import os
          import cfnresponse

          client = boto3.client('connect')

          InstanceArn= os.environ['INSTANCEARN']

          # This Lambda retrieves the details required to create a Quick Connect to trasnsfer to the Basic Queue
          def lambda_handler(event, context):

              if event['RequestType'] == 'Create':

                  # List Hours of Opertaion, Queues, and Security Profiles
                  try:
                      InstanceId = InstanceArn[-36:]

                      # List Hours of Operation
                      responseListHoO = client.list_hours_of_operations(
                          InstanceId=InstanceId,
                          MaxResults=50
                      )

                      HoOlist = responseListHoO ["HoursOfOperationSummaryList"]

                      for x in HoOlist:
                          if x['Name'] == "Basic Hours":
                              BasicHoursId=x['Id']
                              print("BasicHoursId= " + BasicHoursId)
                              BasicHoursArn=x['Arn']
                              print("BasicHoursArn= " + BasicHoursArn)

                      # List Queues
                      responseListQueues = client.list_queues(
                          InstanceId=InstanceId,
                          QueueTypes=[
                            'STANDARD',
                          ],
                          MaxResults=50
                      )

                      QueueList = responseListQueues ["QueueSummaryList"]
                      queues = []

                      for x in QueueList:
                          if x['Name'] == "BasicQueue":
                              BasicQueueId=x['Id']
                              print("BasicQueueId= " + BasicQueueId)
                              BasicQueueArn=x['Arn']
                              print("BasicQueueArn= " + BasicQueueArn)

                      # List Queue Transfer Contact Flows
                      responseTransferQCF = client.list_contact_flows(
                          InstanceId=InstanceId,
                          ContactFlowTypes = ['QUEUE_TRANSFER'],
                          MaxResults=50
                        )

                      QTransferCFlist = responseTransferQCF ["ContactFlowSummaryList"]

                      for x in QTransferCFlist:
                          if x['Name'] == "Default queue transfer":
                              QueueTransferFlowArn=x['Arn']
                              print("QueueTransferFlowArn= " + QueueTransferFlowArn)

                      # List Security Profiles
                      responseListSecProfiles = client.list_security_profiles(
                          InstanceId=InstanceId,
                          MaxResults=50
                      )

                      SecProfilesList = responseListSecProfiles ["SecurityProfileSummaryList"]

                      for x in SecProfilesList:
                          if x['Name'] == "Admin":
                              AdminSecProfileArn=x['Arn']
                              print("AdminSecProfileArn= " + AdminSecProfileArn)

                      responseData = {}
                      responseData['Basic'] = BasicQueueArn
                      responseData['QueueTransfer'] = QueueTransferFlowArn
                      responseData['BasicHours'] = BasicHoursArn
                      responseData['SecProfile'] = AdminSecProfileArn
                      cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")
                      print(responseData)

                  except Exception as a:
                      print (a)
                      return { 'message': 'Failed listing Queues and ContactFlows' }

              else:
                  responseData = {}
                  responseData['Data'] = "Delete"
                  cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")

      Handler: index.lambda_handler
      Role: !GetAtt CoreLambdasIAMRole.Arn
      Runtime: python3.9

# Run Lambda to Get Connect information
  LambdaInvokeConnectInfo:
    Type: AWS::CloudFormation::CustomResource
    DependsOn:
      - LambdaInfoFromConnect
    Version: "1.0"
    Properties:
      ServiceToken: !GetAtt LambdaInfoFromConnect.Arn

# Quick Connect to transfer to Retention Queue
  RetentionQueueQuickConnect:
    Type: AWS::Connect::QuickConnect
    DependsOn:
      - LambdainvokeQueues
    Properties:
      Description: Quick Connect to transfer to the Retention Queue
      InstanceArn: !Ref AmazonConnectInstanceARN
      Name: "RetentionQueue"
      QuickConnectConfig:
        QuickConnectType: QUEUE
        QueueConfig:
          ContactFlowArn: !GetAtt LambdaInvokeConnectInfo.QueueTransfer
          QueueArn: !GetAtt LambdainvokeQueues.Retention

# Lambda function to create queue for customer retention
  LambdacreateQueues:
    Type: AWS::Lambda::Function
    Properties:
      Description: Function to create Retention Queue in Connect
      Environment:
        Variables:
          INSTANCEARN: !Ref AmazonConnectInstanceARN
          HOURSOPERATIONARN: !GetAtt LambdaInvokeConnectInfo.BasicHours
      Code:
        ZipFile: |
          # MIT No Attribution

          # Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.

          # Permission is hereby granted, free of charge, to any person obtaining a copy of this
          # software and associated documentation files (the "Software"), to deal in the Software
          # without restriction, including without limitation the rights to use, copy, modify,
          # merge, publish, distribute, sublicense, and/or sell copies of the Software, and to
          # permit persons to whom the Software is furnished to do so.

          # THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED,
          # INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
          # PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
          # HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
          # OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE
          # SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

          import json
          import boto3
          import os
          import cfnresponse

          client = boto3.client('connect')

          InstanceArn= os.environ['INSTANCEARN']
          HoursOperationArn= os.environ['HOURSOPERATIONARN']

          # This Lambda creates the queues required for the workshop
          def lambda_handler(event, context):

            if event['RequestType'] == 'Create':

              InstanceId = InstanceArn[-36:]
              hoursOfOperationId = HoursOperationArn[-36:]

              # Hours of Operation, PhoneNumber and OutboundWhisper Contact Flow
              try:
                    responseNumber = client.list_phone_numbers(
                        InstanceId=InstanceId,
                        PhoneNumberTypes = ['DID'],
                        MaxResults=1
                        )

                    phoneNumberId = responseNumber ["PhoneNumberSummaryList"][0]["Id"]
                    print("PhoneNumberId= " + phoneNumberId)

                    responseOutboundWhisper = client.list_contact_flows(
                        InstanceId=InstanceId,
                        ContactFlowTypes = ['OUTBOUND_WHISPER'],
                        MaxResults=1
                        )

                    OutboundFlowId = responseOutboundWhisper ["ContactFlowSummaryList"][0]["Id"]
                    print("OutboundFlowId= " + OutboundFlowId)

              except Exception as a:
                  print (a)
                  return { 'message': 'Failed listing PhoneNumber or OutboundWhisper' }

              try:
                  responseQueueRetention = client.create_queue(
                      InstanceId=InstanceId,
                      Name='Retention Queue',
                      Description='Queue for Customer Retention Specialists',
                      OutboundCallerConfig={
                          'OutboundCallerIdNumberId': phoneNumberId,
                          'OutboundFlowId': OutboundFlowId
                      },
                      HoursOfOperationId=hoursOfOperationId
                  )
                  print(responseQueueRetention)
                  QueueRetentionArn=responseQueueRetention['QueueArn']
                  print(QueueRetentionArn)

                  responseData = {}
                  responseData['Retention'] = QueueRetentionArn
                  cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")

              except Exception as e:
                  print (e)
                  return { 'message': 'Failure Creating Queues' }
            else:
              responseData = {}
              responseData['Data'] = "Delete"
              cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")

      Handler: index.lambda_handler
      Role: !GetAtt CoreLambdasIAMRole.Arn
      Runtime: python3.9

# Run Lambda to create Queues
  LambdainvokeQueues:
    Type: AWS::CloudFormation::CustomResource
    DependsOn:
      - LambdacreateQueues
    Version: "1.0"
    Properties:
      ServiceToken: !GetAtt LambdacreateQueues.Arn

# Lambda Function to create Routing Profile
  LambdacreateRoutingProfiles:
    Type: AWS::Lambda::Function
    DependsOn:
      - LambdacreateQueues
    Properties:
      Description: Function to create Retention Routing Profile
      Environment:
        Variables:
          INSTANCEARN: !Ref AmazonConnectInstanceARN
          RetentionQUEUE: !GetAtt LambdainvokeQueues.Retention
          BasicQUEUE: !GetAtt LambdaInvokeConnectInfo.Basic
          QuickConnectARN: !Ref RetentionQueueQuickConnect
      Code:
        ZipFile: |

          # MIT No Attribution

          # Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.

          # Permission is hereby granted, free of charge, to any person obtaining a copy of this
          # software and associated documentation files (the "Software"), to deal in the Software
          # without restriction, including without limitation the rights to use, copy, modify,
          # merge, publish, distribute, sublicense, and/or sell copies of the Software, and to
          # permit persons to whom the Software is furnished to do so.

          # THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED,
          # INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
          # PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
          # HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
          # OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE
          # SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

          import json
          import boto3
          import os
          import cfnresponse

          client = boto3.client('connect')

          InstanceArn= os.environ['INSTANCEARN']
          RetentionQueueArn= os.environ['RetentionQUEUE']
          BasicQueueArn= os.environ['BasicQUEUE']
          QuickConnectArn= os.environ['QuickConnectARN']

          # This Lambda creates the routing profile required for the retention specialists and update Basic Queue Quick Connect
          def lambda_handler(event, context):

            if event['RequestType'] == 'Create':

              # Setup Data for Routing Profile
              try:
                  InstanceId = InstanceArn[-36:]

                  RetentionQueueId = RetentionQueueArn[-36:]
                  BasicQueueId = BasicQueueArn[-36:]
                  QuickConnectId = QuickConnectArn[-36:]

                  print("QuickConnectId= " + QuickConnectId)
                  print("RetentionQueueId= " + RetentionQueueId)

                  queues =  [
                              {'QueueReference': { 'QueueId': RetentionQueueId, 'Channel': 'VOICE' },'Priority': 1,'Delay': 0 },
                              {'QueueReference': { 'QueueId': RetentionQueueId, 'Channel': 'CHAT' },'Priority': 1,'Delay': 0 },
                              {'QueueReference': { 'QueueId': RetentionQueueId, 'Channel': 'TASK' },'Priority': 1,'Delay': 0 }
                            ]
                  print(queues)

              except Exception as a:
                  print (a)
                  return { 'message': 'Failed Setting up data for Routing Profile' }

              # Create Routing Profile and Update Basic Queue
              try:
                  responseRouting = client.create_routing_profile(
                    InstanceId=InstanceId,
                    Name='Retention Specialists',
                    Description='Routing profile for Retention Specialists',
                    DefaultOutboundQueueId=RetentionQueueId,
                    QueueConfigs=queues,
                    MediaConcurrencies=[
                          {
                              'Channel': 'VOICE',
                              'Concurrency': 1
                          },
                          {
                              'Channel': 'CHAT',
                              'Concurrency': 3
                          },
                          {
                              'Channel': 'TASK',
                              'Concurrency': 3
                          },
                      ]
                  )

                  RoutingProfileARN = responseRouting ["RoutingProfileArn"]

                  # Associate QuickConnect with Basic Queue
                  responseAssociate = client.associate_queue_quick_connects(
                      InstanceId=InstanceId,
                      QueueId=BasicQueueId,
                      QuickConnectIds=[
                          QuickConnectId
                      ]
                  )
                  print(responseAssociate)

                  responseData = {}
                  responseData['RoutingProfile'] = RoutingProfileARN
                  cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")

              except Exception as e:
                  print (e)
                  return { 'message': 'Failed Creating Routing Profile' }

            else:
              responseData = {}
              responseData['Data'] = "Delete"
              cfnresponse.send(event, context, cfnresponse.SUCCESS, responseData, "CustomResourcePhysicalID")

      #FunctionName: WorkshopCreateRoutingProfiles
      Handler: index.lambda_handler
      Role: !GetAtt CoreLambdasIAMRole.Arn
      Runtime: python3.9

# Run Lambda to create Routing Profile
  LambdainvokeRouting:
    Type: AWS::CloudFormation::CustomResource
    DependsOn:
      - LambdacreateRoutingProfiles
    Version: "1.0"
    Properties:
      ServiceToken: !GetAtt LambdacreateRoutingProfiles.Arn

# Create a new Retention Specialist User
  RetentionSpecialistUser:
    Type: 'AWS::Connect::User'
    DependsOn:
      - LambdainvokeRouting
    Properties:
      IdentityInfo:
        FirstName: 'Retention1'
        LastName: 'Specialist'
        Email: !Ref NewEmailForNotifications
      PhoneConfig:
        PhoneType: 'SOFT_PHONE'
      Username: 'retention1'
      InstanceArn: !Ref AmazonConnectInstanceARN
      RoutingProfileArn: !GetAtt LambdainvokeRouting.RoutingProfile
      SecurityProfileArns: [!GetAtt LambdaInvokeConnectInfo.SecProfile]
      Password: "reInvent2022"