Is it possible for an operator and the Amazon bot to answer calls with the same phone number?


Hi, in my company we have recently implemented a contact center with Amazon Connect

And there has been the case in which we would like to automate the calls so that they can be answered with Lex but also have the possibility of answering them with a real person.

¿Does anyone know if it is possible to integrate customer service with a telemarketer and Lex in the same telephone number?

Can you think of any flow that can facilitate this function?

Thank you very much in advance for your attention.

Sincerely, Carlos Martinez Caparrós

1 Answer

I hope I’m understanding your question correctly. When you configure the outbound campaign you assign it a queue, this queue will have a phone number associated. So yes you can use this number for calls that are answered by your IVR and then are routed to an agent.

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answered 3 months ago
  • Thank you very much for your answer, yes, I was referring to something like that, in question is that the IVR answers calls with the phone number XXX-XXX-XXX and then the support agent can also answer them with the same number, but I don't know exactly how could I do that assignment in the outgoing campaign, ¿could you give me a screenshot please?

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