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Suspend/Resume Call Recording

0

Hi,

For efficiency purposes, I'm looking to confirm if there would be a way to 'suspend' and 'resume' call recording when an agent is in queue waiting for another agent. eg.
Agent 1 answered a caller. Needs to speak to another dept. Agent 1 initiates a 'transfer' via a Queue Quick Connect. At this point we are recording 'dead air'. The agent is listening to in queue, hold music. We'd like to suspend recording at this point. Agent 2 accepts the call, whisper flow plays. At this point, we'd like to resume the call recording.

APIs could be called via Lambda service within the respective 'Transfer' and 'Whisper' flows. If this would work. But, also need to cater for events where the origin agent abandons the transfer attempt and does back to the caller.

Anyone with experience of activity like this? Responses appreciated :-)

Topics
Application IntegrationServerlessBusiness ApplicationsComputeMachine Learning & AI
Tags
Amazon ConnectAWS Lambda
Language
English
asked a year ago441 views
1 Answer
0

There are APIs for stopping and starting call recording; they can be triggered from Lambda or from within the call flow: https://aws.amazon.com/blogs/contact-center/pausing-and-resuming-call-recordings-with-a-new-api-in-amazon-connect/

AWS
EXPERT
answered a year ago
  • KennyL
    a year ago

    Thanks for the response on this one. I am aware of the APIs, as I mentioned in the question. My query is more on the best way to trigger the Lambda's. Specifically, if the original agent abandons the consult/transfer attempt and the call flow itself has no trigger to 'resume' the recording.

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