Skip to content
By using AWS re:Post, you agree to the AWS re:Post Terms of Use
AWS re:Postre:Post
About re:Post

Call a Flow in Amazon Connect without claiming a Phone Number

0

Hi!

I'm trying somethig on Amazon Connect to see if that suits our needs, we move to it. I need a method to be able to call a Flow without claiming a Phone Number, something Internal, to call from "Agent B to Agent A" or from "Agent B to Flow X". I'd appereciate any help.

Topics
Business Applications
Tags
Amazon Connect
Language
English

asked a year ago273 views

2 Answers
1
Accepted Answer

Currently we don't have any feature via which we could make an agent call another agent using an internal number or without claiming a phone number . An agent can only transfer to another agent or transfer to a contact flow if there is an active call ongoing. Quick Connect: https://docs.aws.amazon.com/connect/latest/adminguide/how-quick-connects-work.html A sample tutorial for invoking an agent using a claimed phone number is provided here : https://repost.aws/knowledge-center/connect-agent-to-agent-extensions To transfer ongoing calls to a contact flow: https://repost.aws/knowledge-center/connect-transfer-to-contact-flow

answered a year ago

  • Iman
    a year ago

    Thanks. I already read those documents but in several posts I saw different options like using DynamoDB to create extensions for agents, which seems not working. I may go with claiming a number and test my flow. Thanks a lot

-1

You can test Amazon Connect flows without claiming a phone number through a few different approaches:

  1. Using the Contact Control Panel (CCP): Agents can log into the agent desktop (CCP) and place calls from it. You can use this to place calls to other agents or to test flows within your Connect instance.

  2. Request a quota increase: If you're facing restrictions due to a new test subscription, you can go to your quotas and request an increase (to 5) for dialed numbers. This should allow you to purchase a phone number for testing purposes.

  3. SIP integration: For more advanced testing, you can set up a SIP (Session Initiation Protocol) integration in your Connect instance and use a third-party SIP soft phone application (like Zoiper, X-Lite, or Bria) to place calls to your Amazon Connect instance.

  4. Custom CCP with Streams API: For agent-to-agent or agent-to-flow communication, you can build a custom Contact Control Panel using the Amazon Connect Streams API. This would allow you to create custom functionality for internal communications between agents or to specific flows.

For your specific need of "Agent B to Agent A" or "Agent B to Flow X" communication, the most direct approach would be using the standard CCP for agent-to-agent calls or developing a custom CCP using the Streams API for more specialized internal routing requirements.
Sources
AWS Connect soft phone test | AWS re:Post
Implementation For a new Amazon Connect | AWS re:Post

answered a year ago

You are not logged in. Log in to post an answer.

A good answer clearly answers the question and provides constructive feedback and encourages professional growth in the question asker.

Relevant content