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Amazon Connect, manipulating customer endpoint address during a call

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Hi

In Amazon connect, I'm trying to manipulate the customer endpoint address held within a contact, for things like CLI masking, CLI anonamisation and CLI replacement for specific call scenarios. I've tried various flow nodes to alter the CustomerEndpoint.Address field and written a simple Lambda to be triggered in the flow, alter the CustomerEndpoint.Address field and feed the call event back to the flow. But none of these methods work.

I have successfully used the "transfer to phone" node to manipulate the CLI when calling to numbers outside of Connect (eg my mobile phone), but the scenarios I need CLI manipulation for are where calls arrive at the connect instance, are processed within flows and then are routed to agents. From what I can tell, there is no way to manipulate the CLI if the call stays within the connect instance.

The scenarios I'm trying to add CLI manipulation are -

  1. Agent to Agent calling, using a quick connect to phone to set up a call to an agent via agent queues, following this method - https://repost.aws/knowledge-center/connect-agent-to-agent-extensions. The CustomerEndpoint.Address field is set to the outbound caller ID of the queue the calling agent belongs to when making the quick connect and it is this number that gets displayed on the called agent CCP. I want to manipulate the CLI to reflect the agent making the quick connect call (by inserting a extn value held in a DB of some kind) and have this shown on the called agent's CCP (ie add an configurable agent extn number in place of the outbound caller id)
  2. Inbound call to agent queue, where inbound CLI needs to be masked (eg for sensitive user call scenarios).

Alternatively can the CLI displayed at the CCP be manipulated to make the required alterations ?

thanks in advance

Topics
Application IntegrationServerlessBusiness ApplicationsMachine Learning & AICompute
Tags
Amazon ConnectCall Center OperationsAWS Lambda
Language
English
asked 10 months ago171 views
2 Answers
1

In Amazon Connect, manipulating the customer endpoint address (CLI) for calls that stay within the Connect instance is indeed challenging. Let me address your specific scenarios:

For agent-to-agent calling using quick connects, the CustomerEndpoint.Address field is automatically set to the outbound caller ID of the queue the calling agent belongs to. Currently, there isn't a direct way to modify this value for internal calls that stay within Connect.

For inbound call CLI masking for sensitive scenarios, you have a few options:

  1. Contact Attributes: While you can't directly modify the CustomerEndpoint.Address, you can create custom contact attributes to store alternative identification information. You could then configure your agent's Contact Control Panel (CCP) to display these custom attributes instead of the actual phone number.

  2. Set Contact Attributes Block: In your flow, use this block to create a custom attribute that contains the modified/masked version of the phone number or extension information you want to display.

  3. Agent Whisper: You can use an agent whisper to provide information about the call before connecting to the agent, including any masked or modified identification information.

  4. Lambda Integration: While your Lambda approach hasn't worked for directly modifying the CustomerEndpoint.Address, you could use Lambda to look up and set custom attributes that your agents' interface could be configured to display.

For your specific agent-to-agent scenario, you could store agent extension information in a database, retrieve it via Lambda when the call is initiated, and set it as a custom attribute that your CCP is configured to display.

The "Transfer to phone number" block works for external transfers because it's creating a new outbound call where you can specify the caller ID, but this approach doesn't apply to internal routing within Connect.

For a complete solution, you might need to consider a custom CCP implementation using Amazon Connect Streams API, which would allow you to control what information is displayed to agents regardless of the actual CustomerEndpoint.Address value.
Sources
Question related to amazon connect flow | AWS re:Post
Set up a customer caller ID in Amazon Connect | AWS re:Post
Use Amazon Connect multy party calls to record a call | AWS re:Post

answered 10 months ago
1

First of all, there is no way to completely mask the CLI. Especially in the out of the box CCP/AgentWorkspace or the OOTB framed softphone.

Your best option is probably to write a completely custom CCP so you can hide the CLI. And now you can display whatever you set as a custom Contact Attribute in either scenario. Setup an attribute like "CUSTOM_DISPLAY_CLI", set this in your Contact Flow. You can simply copy the customer_endpoint to it, copy the word "PRIVATE" to it, or custom value you looked up like scenario 1. agent to agent can get tricky depends on volume, when making the call, in your Transfer to Phone block, since you successfully manipulated the CLI, just set that in this custom attribute and now you can always display that single attribute for all three of these scenarios.

answered 10 months ago

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