- Newest
- Most votes
- Most comments
Yes, there are APIs available to claim phone numbers and create queues in Amazon Connect. Depending on your country, you may need to provide additional documentation for verification. You can find the specific requirements in the regional phone number documentation: https://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html
For the agent integration, while you can obtain a number and set up queues, you'll ultimately need to handle the agent transfer. One solution I've seen customers implement is using a Lex bot with just the FallbackIntent to obtain the transcription in a Lambda function, which can then invoke your AI agent and return the response to Lex bot. You need to be aware of the timeouts on the Lex bot though.
Are you only looking to interact with AI agents or also need to transfer to human agents?
Helo Milo! Thank you so much for your quick response.
I also need agent transfers.
These agents are registered on the anycompany platform. They want agents to answer calls from their platform, but they also need all the call metrics to be managed by them. Anycompany doesn't want its agents logging in twice. Everything is on the anycompany platform.
Got it. For this scenario, you can explore the Amazon Connect Streams API to integrate a custom CCP into your application.
To prevent agents from having to log in twice, you'll need to set up Connect with SSO using your existing identity solution. Call metrics you can be fetched from the S3 bucket where the Contact Trace Records (CTR) are delivered or via a Kinesis stream.
mm ok, I understand. So I can integrate a Custom CCP into the application, and as for the metrics display, I could export them using Kinesis. I have a question: Can SSO be configured with credentials managed by "AnyCompany"? For example: a custom database with usernames and passwords. (Use those credentials.)
Yes, it's possible to integrate Amazon Connect's voice capabilities with AnyCompany's existing platform while maintaining their control over routing and metrics, though with some customization required.
Amazon Connect offers external voice transfer capabilities that allow integration with external enterprise voice systems. This enables AnyCompany to use Amazon Connect for telephony and potentially IVR functions while maintaining their existing agent management and routing infrastructure.
For phone number acquisition, AnyCompany can use Amazon Connect APIs to claim phone numbers programmatically. These numbers can then be configured to route calls to their external system.
To handle the routing from Amazon Connect to their platform, AnyCompany would need to:
- Create voice transfer integration connectors in Amazon Connect
- Configure flows that use the "Transfer to phone number" block with "External voice system" as the transfer destination
- Pass relevant call metadata (like customer information) using the User to User Information (UUI) parameter
For tracking metrics and call data in their own platform, AnyCompany can use the CreateContact and StopContact APIs to model contact transfers and conferencing. This creates a contact chain similar to native Amazon Connect voice contacts, with each leg of the call getting its own recording, contact record, and analytics that can be accessed via API.
The implementation would require development work to integrate the systems, but it would allow AnyCompany to:
- Acquire and manage phone numbers through Connect
- Route calls to their existing platform
- Maintain their own agent management system
- Collect and display metrics in their own dashboard
This approach would enable a hybrid solution where Amazon Connect handles the telephony aspects while AnyCompany maintains control over the agent experience and metrics in their existing platform.
Sources
Configure a flow to route calls from Amazon Connect to your external enterprise voice system - Amazon Connect
Model contact transfers and conferencing in Amazon Connect - Amazon Connect
Set up Amazon Connect external voice transfer to an on-premise voice system - Amazon Connect
SAML-based Single Sign-On (SSO) is required for identity federation in Amazon Connect. Using a database to authenticate users is not supported.
I don't think Connect is the right tool for this, sounds like you're looking for just telephony services and pick and choose what it does and where metrics go. Could you shoehorn Connect for this, but you're going to build a lot of infrastructure to abstract/hide the Connect pieces and ways to pull out the metrics. Honestly, I would look at something like Twilio before looking at a CCaaS provider.