Configuring Amazon Connect Voice Mail

For several years we have been deploying a modified version of the Amazon Connect Voice Mail solution as published by the AWS team to GitHub!   When Amazon Connect first hit the market in 2017, it was without a voice mail solution.  Actually it was without lots of features that most call center folks would expect!  However, as time unfolds in its petty pace, new features are regularly being added.  Today, Amazon Connect continues to lead the way in call center technology.   The voice mail solution, has changed over the last few years, and though in January of 2024, AWS archived the application and no longer supports it, the solution is still quite useable with a few tweaks.   AWS indicates they are rewriting the solution, but they have not published a target release date.

Dial Agent Direct Option

We have modified the solution in a variety of ways.  For example, many folks want a caller to be able to dial an extension number to reach an agent directly.   We created contact flows to do just that and we rely heavily on the published solution.   You can dial an extension, if the Agent is not available, you can leave a message or transfer off to another agent or customer service queue.  Messages can be transcribed and sent via email or as an SMS message.    Given that you can not “transfer to flow” from within a customer queue hold flow, we build the voice processing option into the hold flow.  In this way you can offer your customers waiting for an agent to become available options that include leave a voice mail.   The voice mail, taken in a customer service queue, can be routed like a phone call to the next available agent as a task.

The voice messaging framework opens up a range of new functionality for the Amazon Connect instance!   Let us know if we can help, just email drvop@drvoip.com and we will get you pointed in the right direction.  There is a YouTube video on this configuration: