Category: Technical Managers

Amazon Connect – Start/Stop/Pause/Resume voice recording?

Posted on by DrVoIP

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 only one channel or both the Customer and the Agent.

LENS Speech Analytics

In addition to setting the recording behavior you can switch on LENS a transcription and comprehension service.  This service is typical of call centers as they manage to improve Agent performance and customer satisfaction.   You also make a choice between post call transcriptions or real time subscriptions that can be used to alert supervisors to a real time need for interaction.

 

Start/Stop/Pause/Resume

 

Often for reasons of compliance  HIPA or PIC for example you might want to turn off voice recording while personal data, like credit card information, is being provide.   To do this, it will be necessary to create an extension to the CCP to enable the buttons need to effect the feature.    The clip below reviews a customized CCP we created to handle several features including the start/stop recording API as published.

Give us a call and let us help you with this requirement!  DrVoIP@DrVoIP.com 

 

Amazon Connect – Play Pre-Recorded messages to remote Voice Mail?

Posted on by DrVoIP

Recorded Message Use Case

In an outbound  call center an agent may make several hundred phone calls each and every working day.     When the person they dialed does not answer and the call is forwarded to voice mail, the Agent leaves a message requesting a call back indicating who to call and at what number?    The message is most likely very similar for each called party, requiring the Agent to be enthusiastic and engaging for each message left!

Is there a better way?

There is a cheap and dirty way to do this!   Each Amazon Connect Instance has a “Default Outbound” contact flow.   This contact flow is used for all outbound calls even if you do not specify it.  In fact you cant specify it, or an alternative.  Usually in contact flows, you can do a “save as” on any of the sample or default contact flows and then reference them in your own contact flow designs.   The Default Outbound contact flow however can not easily be used n this way.

What you can do is modify the outbound contact flow and add a “set disconnect” step in that contact flow.    This step is activated when the Agent hangs up and the outbound line is still up.   In this use case, the “set disconnect flow” point to a simple contact flow that has  “play prompt” which contains the message you want to leave in the called parties voice mail box.  The agent, hearing the call has been forwarded to a voice mail, simply hangs up!  The contact flow then plays the prompt asking for a call back!  Cheap but very workable!   (This is a video clip that reviews this configuration).

Note: The Lambda function in this configuration is to support a different function, that of selecting the Caller ID the agent wants to display to the called party.  You can see the details of that configuration at this link.

How about multiple message play options?

What about enabling the Agent to select from multiple messages?  Can each Agent have their own pre-recorded messages? The use case would be the same as configuration as above, but with a couple of changes.  The first change is we need to create a custom CCP that would have the buttons we need to indicate which message the Agent wants published to the called party.  This might be individual buttons or it might be a drop down list of available numbers.    Secondly, we would need a lambda function to retrieve the messages from a Dynamodb table prepared for this purpose.

The following video reviews how this configuration might work with a customized CCP.

Give us a call or email DrVoIP@DrVoIP.com if we can help you with this function!

 

Amazon Connect – Setting Caller ID and Name for Outbound dial by Agents

Posted on by DrVoIP

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 of a number you can prove you own.   Lets assume you want to send the CID of your company’s main number when agents make an outbound call.  Open a ticket with AWS support, include a copy of the phone bill proving you own the number, and they will let you display that number in your outbound CID.

The following are strategies for selecting the desired CID on outbound calls.

 

Routing Profile impact on Caller ID

Each Routing Profile associates a User or Agent, with the Queues that they should be a part of.  A Routing profile may contain one or more Queues which can also be used to determine the priority in which calls should be answered by an Agent.  Assume that an Agent is a member of a routing profile that contains both Technical Support and Customer Service Queues.   Given two inbound calls, one for each Queue, which call  should be presented to the Agent?   This is determined by routing profiles priorities!   Also note that the Routing Profile indicates which Queue – read Caller ID – should be used when an Agent who is a member of that routing profiles makes an outbound call.

Dynamic Caller ID Strategy #1

It is possible to set the Caller ID by editing the ‘Default Outbound” contact flow that is called for each outbound call that is dialed.   This Contact Flow determines what the recording status is, names a possible disconnect flow and it also indicates the caller ID to be used for this call.  This is set by the Call Phone Number step in the contact flow.   You can hard code a number here and it will over ride the settings established in the Queue and Routing Profile configurations.

Dynamic Call ID Strategy #2

How can we set the caller ID on a call by call basis?  Is there a way for an Agent to set the Caller ID each time they make an outbound call?  The simple answer is yes.   You will need to create a Custom CCP, a Lambda function and a Dynamodb table. AWS publishes an API for dynamically setting the caller ID that will help create the configuration, but you will still need to create a modified soft phone or CCP.

 

The above video shows how this might work in a real world application.   The Agent is presented with a drop down list of all the numbers that are attached to the Amazon Connect Contact Center.  The Agent selects the desired number and places the outbound call.     Give us a call or email DrVoIP@DrVoIP.com if you need some help getting this designed and deployed!

URGENT NOTE on WIRELESS CARRIER CALLER ID,

Each outbound call is controlled by several factors:  First each queue has a setting that enables you to select an existing number for Caller ID.  It also enables you to display a Name.  The name however, must be set in a National database and to do this, you will need to open a technical support request with AWS.  They will manage the database update but you will need to provide the following details:

1) It is important to note that the calling name has the restrictions: no special characters, and will appear in all capital letters. Given that, please provide: a) Up to 15-Character desired Calling Name to be displayed (limit on wireline is 15) b) Up to 25-Character desired Calling Name to be displayed (limit on wireless is 25)

2) Name of business, city and state (if city and state are left blank, there are circumstances when the NPANXX of the dialing number will appear instead)

3) Type of business (technology, government, utility, etc.)

4) Type of usage for the phone number (survey, customer service, etc.)

Support will alert you when the CNAME has been associated with your selected number.  Please bear in mind CNAM services is a best effort service and the limitations are on the carrier side not Amazon Connect. AWS (nor can any other vendor)  cannot guarantee on the wireless network that the call will propagate since the wireless carriers at this time control the propagation of the CLI name on the B Number (end user receiving the call ). As for wirelines, CNAM will work well, meaning a call made to a wireline device, the CNAM name will propagate.

In order for wireless consumers to see the correct caller name on their device, they will need to be subscribed to the caller name app of their carrier. While personal and business landline phones have caller name as a default, the wireless industry requires the user to opt-in or subscribe to their carrier caller name service in order to see the caller name on their display. Below are links for the major wireless carriers and the details on how to subscribe to Caller Name on your mobile device. Note that T-Mobile now offers this service for free, no subscription required, however the user still needs to manually opt-in/download the Scam Shield app.

Verizon Call Filter levels:

  • Subscribers with Call Filter Plus – Caller Naming enabled as a paid service.
  • Caller Name expected to display. Subscribers with base Call Filter – Caller Naming not enabled, however Verizon works to “promote” Caller Name, for emergency numbers, like COVID numbers.
  • Subscribers with no Call Filter – Caller Naming not enabled. Verizon unable to provide/promote Caller name. Number only expected as the display

 

 

 

 

 

 

 

 

 

Amazon Connect Transfer to Queue or Transfer to Flow?

Posted on by DrVoIP

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 Service and Press 3 for Administration” as boring as it might sound, is a typical call tree self navigation audio instruction prompt.  Let’s assume the caller presses 1 for sales,  do you “transfer to flow” or “transfer to queue”?

Transfer to Flow?

A flow enables  you to string together a number of setup options that customize the callers experience and enable different call handling options.  For example, you may want to reset LENS, change recording behavior, change voicing, set contact attributes and set the queue hold flow.   These options would not be available if your set the working queue and then transfer to queue from the main IVR menu, robbing you of the opportunity to establish a unique caller experience.

 

Transfer to Queue

You will notice that within the Customer Queue flow, there is not option to transfer to another flow!   There is an option, however, to transfer to another  queue.  You will also notice that this is one of the times you can transfer to queue without first setting the queue!    Assume you have a caller in the “customer service” queue hold flow and periodically you offer them the the option to transfer to another queue.  More likely, you may have a loop in the wait time that after an extended time transfers the caller to a “high priority” queue.

Generally, you will always transfer to flow and only use transfer to queue within the main contact flow or the queue hold flow!

Fun Fact: Brain Teaser Question:   What is the queue hold flow that the caller will be associated  with when they transfer from the “customer service” queue hold to the “high priority” queue using the transfer to queue flow step?

 

 

Dextr configures Amazon Connect Voice Call Recording by individual State Law!

Posted on by DrVoIP

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 want your call recorded”.    Each of the States has a law governing the recording of telephone calls.  In some states, only one party in the conversation must consent to recording.  In other states, both parties must consent to the recording.

One-Party Consent States

Alabama, Alaska, Arizona, Arkansas, Colorado, District of Columbia, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Main, Minnesota, Mississippi, Missouri, Nebraska, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming.

All-Party Consent States

These states clearly or potentially require consent from all parties under some or all circumstances:

California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania,  Vermont, Washington

Note that in many states, consent requirements only apply in situations where the parties have a reasonable expectation of privacy (e.g. not in a public place). Further, what constitutes “consent” in a given jurisdiction can vary in terms of whether it must be express or can be implied based on the circumstances.

When and How to Control Contact Center Recordings?

Dextr will compare each incoming phone number, extract the area code and map the area code to the State that matches that area code.  Based on the state law, Dextr will reconfigure your recording to either be “Agent only” or “Agent and Customer”.  You have the option of playing  prompt to the caller that indicates the status of your recording.  This option can easily be applied to both inbound phone calls and outbound phone calls!

Save 80% on Amazon Connect Design and Deployments

We build Amazon Connect Call Centers, Chat Bots and Speech Recognition based customer experience management solutions.  We do this for a fixed price, on time and on budget using Dextr the omni-channel wrapper for Amazon Connect.  Dextr enables you to significantly reduce the cost of design and deployment!  Give us a call at 800-946-6127 or email us at CustomerCare@Dextr.cloud – DrVoIP

 

 

 

What exactly is a Contact Trace Record?

Posted on by DrVoIP

Exactly what  is a CTR?

Amazon Connect creates a “contact trace record” with a unique “contact ID” for each phone call in or out of the contact center.   Older legacy telephone folks would call this a SMDR or CDR (station message detail record or call detail record) but Amazon calls it a CTR.  The end result is the same, it is a record of the details of every call made or received into the system.    From within Amazon Connect you can search for these contact records through the dashboard in 14 day increments and review the details of each record.   Amazon keeps the CTRs for 24 months in a secret location that you can not access and for which no API currently exists!    You have two options:  First, search for them using the dashboard in 14 day increments  or setup a kinesis stream and a consumer to send CTR records to an S3 bucket or some other data lake for later review.   The basic CTR is ugly but it does have a great deal of useful data and all the more reason to make it more easily accessible!  Even if you were to save the CTR records you would then need to write a custom report generator to take this data and make it human readable to fit your reporting goals!

Dextr has an Activity screen that captures all of this information and makes it available in human readable format!