Voice Mail solution for Amazon Connect

for the last few years AWS has made a voice messaging solution available for Amazon Connect deployments available for download from Github.   This was a feature rich solution offering a needed feature.   The solution enabled a caller to leave a voice message for an Agent and with a bit of configuration magic, you could also leave a message for a queue.  The voice message could be delivered as an email or text message.  The message could be transcribed and encrypted.  We regularly deployed this solution and customized it to enable direct extention dialing for callers to reach specific agents and other external users.

Missing some features

In 2024 AWS dropped support for this application.  The upgrades to Node and Java were most likely the reason support was dropped.  As we enter 2025 AWS has replaced the older voice mail solution with "Voice Mail Express" version 3, also available on Github.   The solution does a better job of enabling voice messages for both agents and queues, but lacks support of SMS message delivery.   Additionally, the core voice message handler is a Module in Amazon Connect, which makes it especially challenging for use as a bail out option in a queue hold flow.  This is because, you can not invoke a module from this type of contact flow. We have been implementing this solution and have begun to explore customization possibilities.   For example, being able to directly dial an agent and to offer SMS message delivery.  The configuration is not intuitive for non technical personnel, so we created configuration guide.  If we can help wiht customiztion and integration efforts, just click or call DrVoIP, we know the drill! - DrVoIP