Outbound DTMF to Third Party System

Question

Hello,

We are using Amazon Connect and Lex as an AI-Frontend to route calls internally to our phone system.  We have DID numbers assigned internally to the various call groups and extensions and have all calls coming in to Amazon Connect, routed to these DID numbers based on what the caller asks for.  One thing we are unable to do in this method is collect DTMF tones for example, to allow direct extension dialing.  My hope is that we could give callers the opportunity to dial a 4-digit number and then using this information, make a call out to our PBX where we have a DID mapped to a directory where those DTMF tones could be played to route the caller directly to an extension.  Is this possible to do using a Lambda function and API?

Thanks.

Answer

Amazon Connect is not a PBX solution and does not provide this capability. However, the agents can be assigned a 'hard phone' number as well as the soft phone connection but this hard phone number should be a PSTN number that Amazon connect can call in outgoing mode.

Another option to explore is using [Transfer to phone number ](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html) block that transfers the call to a PSTN number but you can setup a DTMF tone to be sent after the call. This is different from 'Routing' that you mentioned (that needs SIP protocol that is not supported by Amazon Connect). Basically you need to intercept the DTMF from the user, convert it to number and then feed that number to this block as extra DTMF. So the solution will look like this :

Caller->Connect->Interception of DTMF by Contact Flow as a number->storage in an attribute->Transfer to phone with the DTMF option-> outgoing call->Extra DTMF to reach an extension.

Please beware that for the whole duration of the call, there will be costs related to Amazon Connect  platform usage and charges for outgoing call to the PSTN number.

Outbound DTMF to Third Party System

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