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Efficient integration between Twilio and Amazon Connect

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We have an AI-based voice agent that needs bidirectional voice streaming and it is served over Twilio programmable voice. One of our customers has a telephony system built using Amazon Connect and they want us to partially handle portions of the calls.

One solution that we explored was to transfer the call, back and forth between Twilio and Connect but that caused two call legs (outgoing and incoming) to remain open on Twilio even when the AI is not engaged anymore, which leads to excessive cost, and also it breaks the call continuity as the call gets completely disconnected from connect when transferred to Twilio.

So we are currently exploring the possibility of handling the transfers over SIP (e.g. SIP invite and refer). However, I have not had any luck in finding comprehensive documentation on how to add SIP endpoint to Amazon Connect. From some Google searches, it seems that it is possible to do it using Chime SDK.

I would appreciate any help or documentation on this. Also, if you have any other suggestions for this problem please let me know!

Thanks;

  • This is not going to be possible with what’s publicly available. If you can talk to AWS they might have some up coming feature that might help, but out of the box you need to hair pin the call back and forth and figure out some sort of translation table that both systems can use to track the call.

asked 2 years ago2K views

1 Answer
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This is a nuanced conversation and requires deeper dive. I would recommend to contact your AWS Account team and AWS Connect Specialist SA to go over the available options to meet your requirements.

AWS

answered 2 years ago

EXPERT

reviewed 2 years ago

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