Voice & Routing articles within Amazon Connect.

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Would you answer a call from a toll free number?

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Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls.   Calls either made manually by an Agent in an outbound contact center, or an auto dialer or campaign dialer.   Generally, in…
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Enable Callers to Dial an Agent Direct?

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Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In fact, more times than not, it is discourage entirely.  Certain enterprises however find it a real necessity.   Customer service…
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Voice Mail Express for Amazon Connect!

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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. …
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Configuring Amazon Connect Voice Mail

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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…
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Can you Delete an Amazon Connect Contact Flow?

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Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, define at least one agent and using the default contact flows, you can be taking phone calls in minutes.   The contact center features will…
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WTF is a DNIS Map?

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Route by DNIS? A common call center request is to provide a custom greetings or route a call to a Customer Service Queue (aka CSQ) based on the number the caller dialed.   DNIS or "dialed number information service" is usually the solution…
Customer waiting on a telephone call

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

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The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
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Amazon Connect - Start/Stop/Pause/Resume voice recording?

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Recording and Analytics While configuring Amazon Connect contact flows you will find a "SET Recording and Analytics?  step that you can make use of to set the voice recording behavior.   When you set the recording behavior you select recording…
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Amazon Connect - Setting Caller ID and Name for Outbound dial by Agents

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Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a phone number that actually appears on your Amazon Connect instance.  This has now been modified and AWS will let you send the CID…
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Amazon Connect Transfer to Queue or Transfer to Flow?

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When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company.   "Thank you for calling, Press 1 for Sales, Press 2 for Customer…
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Dextr configures Amazon Connect Voice Call Recording by individual State Law!

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To record or not to record, that is the question It is very common to call into a contact center and he the warning message "You phone call may be recorded to improve customer service".   Sometimes you might even hear "Press 1 if you do not…
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Direct Extension Dialing and queue based Voice Mail for Amazon Connect!

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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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