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Notes from real deployments, covering what actually works when you are building or running a contact center.

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Telephone keypad call optionsAmazon Connect

Direct Extension Dialing and queue based Voice Mail for Amazon Connect!

Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is the ability to directly dial an extension to reach a specific agent or team member.   Clearly Amazon Connect is not…
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Helpful tips sticky noteAmazon Connect

Configure Amazon Connnect for SSO using Microsoft Azure

Azure AD Configuration There is work that needs to be done on both sides and typically two different engineers will be working the issue, one on Azure and one in Connect.  Step one is for the Azure engineer to setup a new application using…
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Helpful tips sticky noteAmazon Connect

Amazon Connect Lets folks text a request for call back!

Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
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Amazon Connect

Dextr has a new Agent Performance Widget!

New agent performance management widget update for the Dextr dashboard is now available!
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Helpful tips sticky noteAmazon Connect

What are Amazon Connect "soft" Limits?

Only Ten Phone Calls? If you are attempting to setup an Amazon Connect instance you need to understand some limiting parameters.  These are what Amazon terms "soft limits".  This means that you can request an increase through technical support. …
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Tips and tricks smartphone illustrationAmazon Connect

Amazon Connect CRM Integrations and Custom Phone (CCP)

Hos do you integrate Amazon Connect with your business process? What is a custom softphone look like>?
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Contact center checklist iconAmazon Connect

Amazon Connect "Auto Post Call Customer Survey"?

Setting up a Contact Flow to automatically transfer the caller to a post call survey is relatively easy in Amazon Connect. We use standar contact flows and several other AWS technology solutions to automate this process!
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Video tutorial illustrationAmazon Connect

Amazon Connect Configuration - Tutorial Video!

LEarn to configure an Amazon Connect Call Center soup to nuts! Tutorial includes FREE Contact Flow library you can import and use in both real life and with the tutorial. - DrVoIP
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Helpful tips letter tilesAmazon Connect

Dextr adds Global Quick Connects for Amazon Call Centers!

  Dextr Quick Connects Dextr has always had a “directory” service that enabled agents to transfer callers in and out of the Amazon Connect instance, typically to the company PBX. Dextr now makes it possible to add contacts to the…
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Available agent illustrationAmazon Connect

Amazon Connect - Can Agents log in and out of individual Queues?

The Dexter Dash Dashboard makes it possible to shift agents between queues in an Amazon Connect Call Center!
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Cybersecurity illustration of a person using a laptopCloud Services

What your home WiFi and Smartphone are telling the entire planet!

Geo-location Wifi databases? How many of you are aware that there are maps, accessible to the public that show your street address and list the WiFi SSID you are broadcasting in your house, along with the BSSID and router type. These maps even…
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