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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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Contact center team photo collageAmazon Connect

Amazon Connect Forced Release Behavior Option

Forced Release or Wrap Behavior for agents that miss a phone call?
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Text to speech document and audio iconAmazon Connect

Amazon Connect voice prompts with POLLY text to speech.

Using Polly to speed your deployment time line and increase your call center customization efforts!
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Contact center headset iconAI Solutions

Lex a conversational voice interface for Amazon Connect call trees.

Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press 2 for that". This has been the standard since the first half of the last century! You would think that in the 21st century…
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Workforce optimization team photographAmazon Connect

Amazon Connect Custom Integration tools!

Learn how to integrate AWS Connect with the use of popular AWS services like Lambda and DynamoDB!
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Workforce management agents and clock illustrationAmazon Connect

Amazon Connect Arrange a Call Back from Queue?

Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time…
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Holiday calendar illustrationAmazon Connect

Amazon Connect replaces ShoreTel Workgroups with the Dextr Dashboard!

Replace ShoreTel Workgroups with AWS Connect1 Recently we had a client with a very specific set of requirements and DrVoIP was able to satisfy with Dextr dashboard!   The client had a ShoreTel deployment that used ShoreTel Workgroups. ShoreTel…
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Multichannel contact center iconsAmazon Connect

Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!

AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft…
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Contact center customer channels illustrationCloud Services

Front End your Call Center with Twilio Appointment Reminder!

Send a Text or add more Telephone lines? We have long been a proponent of using more text solutions in the call center.  From our perspective it makes more sense to let clients text you customer service team than it does to add more telephone…
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Contact center terminology word cloudAmazon Connect

The Achilles Heel of all Cloud Based Call Centers!

The Cloud Call Center Problem Statement! A very common call center requirement is the ability to route a call based on the DNIS number dialed.  This is simple enough when you have only a few DNIS numbers to manage, but consider this application: …
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Technical learning word cloudLegacy Services

DrVoIP CISCO CIPTV2 CCNP Collaboration 300-075 Study notes!

OverView of 300-075 Content Like many other working VoIP Engineers, I have had to upgrade my CCNP yet again. The first time was when CISCO changed from CCVP to CCNP Voice. Now we have to convert from CCNP Voice to CCNP Collaboration. The good…
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