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How to get rid of ringing tone while transferring call using Transfer To Phone Number from Amazon Connect Contact Flow to the External IVR Application

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I don't want customer can hear ringing tone while transferring call from Amazon Connect Contact Flow to the External IVR application. In the Transfer to Phone Number contact block in contact flow I have set the Amazon Chime Voice Connector to Integrate SIP-compatible voice infrastructure with an Amazon Chime SDK Voice Connector to make SIP voice calls.

Need help..

Topics
Application IntegrationBusiness Applications
Tags
Amazon ConnectAmazon Chime SDK
Language
English
Mayur
asked 7 months ago358 views
3 Answers
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This is more of a telephony question than a Connect question. Depending on how you’re terminating your SIP trunk check out if it supports sip normalization rules. This would could allow your SBC to not send ring back but send back silence until the call connects. Cisco example: https://www.cisco.com/c/en/us/support/docs/customer-collaboration/packaged-contact-center-enterprise/200323-Cisco-Packaged-Contact-Center-Enterprise.html

David

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dmacias
answered 7 months ago
  • Mayur
    7 months ago

    Hello David,

    Thanks for your reply.. Could you guide same with Avaya based Voice Infrastructure, as we are having Avaya Voice Infrastructure,

    Explain in short what exactly we want to achieve here..

    1. Once customer called TFN he will reached to the Amazon Contact Flow, that time we are playing some prompts to the customer.
    2. Next, Once customer heard some set of prompts we are using one Contact block in Amazon Connect called "Transfer to phone" in that contact block we are adding our Amazon Chime Voice Connector where are set the our Avaya Infrastructure number.
    3. It will transfer the call to the our Avaya Voice Infrastructure that time we are hearing ringing tone that we don't want to play to our customer okay.. (our goal is not play ringing to the user because once we reach we gonna play next prompts to the customer)
    4. Once call reached to the our Avaya Voice Infrastructure we want continue to play some prompts based on customer inputs we want to transfer call to the agent

    could please share any useful resources which will help us to implement the same

  • dmacias
    6 months ago

    Between Chime Voice Connector and your Avaya there's an SBC. That's where you could control your ringback.

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This is what we can gather from documentation hence you have a few options:

  • Set the "Resume flow after disconnect" property to "Yes". This will resume the contact flow after the call disconnects from the external number, bypassing the ringing tone.
  • Use the "Send DTMF" property to immediately send DTMF digits after the call is transferred. This can bypass initial prompts in the external IVR.
  • Configure a low timeout value like 5-10 seconds. This will cancel the transfer and resume the flow if the call is not answered within the timeout, avoiding extended ringing.
  • You've also configured the Transfer to Phone Number block to use an Amazon Chime Voice Connector for SIP integration. Make sure the connector is configured properly to pass the calls without delay or ringing.
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EXPERT
Giovanni Lauria
answered 7 months ago
0

You may have to mess around with an invoke Lambda and the API to get this to work... (but this is just a guess) https://docs.aws.amazon.com/connect/latest/APIReference/participant-actions-transferparticipanttothirdparty.html ("Corresponding block in the UI": "Transfer to phone number")

""ThirdPartyPhoneNumber": Optional, Only for phone number type. A phone number, in e.164 format, of the external number to which to transfer the contact. Ignored when using VoiceConnectors. May be defined statically or dynamically."

Put your Chime Connector in the API call and maybe it won't play a ringtone since it says phonenumber is optional if you use a voice connector? "VoiceConnector": { Optional, only for voice connector type. Contains the configuration of the voice connector "VoiceConnectorType": Only support "ChimeConnector". Must be defined statically.

Please update this post if you figure it out!!

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Patrick_Bode
answered 6 months ago

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