Connecting a Desk Phone to Amazon Connect without Third-Party Phone Services (SIP Providers) Exploring the Option of Building a SIP Server on AWS"

Question

I'm overhead on this project, I want to explore the possibility of using a Desk Phone with Amazon Connect without relying on any third-party phone services (SIP providers). I am wondering if it is feasible to achieve this goal by building a server on AWS. If it is, could you please guide me on the necessary steps and resources required to set it up? My Amazon Connect is already running with a 1-800 number with 5 agents.

The example of what I want is:

Customer Calls ==> 1-800-123-123 => Amazon Connect answers and transfers to "Queue" saying "Wait while I connect you to an agent". (This feature, I already have, ok?)

Now, while Amazon Connect plays the Prompt and song, I want to transfer this customer to a "Extension" on a Desk Phone. ex: 2026 (instead of using a phone number on CCP "Desk Phone"). I want it automatically.

---
My thoughts are: How to integrate Amazon Connect (1-800-123-123) com um Server (whatever it is) to work with extensions.

(This is what I need to do)
 
My project is
(My customer has 16 stores around the U.S)

Customer Calls 1-800-123-123
Listen to the Prompt (Welcome... Press 1, 2, 3...)
Customer Choose 3
The Call automatically forwards to the "Store 3" (Extension: 2026) which is located in Los Angeles
The agent answers the call and interacts with the customer.

I really appreciate your help.

#AmazonAWS #AmazonConnect #DeskPhoneIntegration #SIPProviders #ServerSetup #CallRouting #ExtensionRouting #VirtualQueue #AutoForwarding #CallCenter #CustomerService #CloudTelephony #AWSArchitecture #AWSImplementation #Lambda #DynamoDB #EC2 #CustomerService

Answer

The desk phone mode for the agent CCP only works over the PSTN, and that connection is handled inside of the Connect, as managed service. What you are trying to build is not supported in Connect today.

Answer

Hey there!

If I understand your use case correctly, you can use a [Transfer to Phone Number](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html) block as part of your contact flow. This supports sending DTMF tones, which can help in reaching the right extension. This would initiate an outbound call from Amazon Connect to an external phone number, like a desk phone at one of your locations.

Happy building!

Answer

Let say as example:

I have a Asterisk with FreePBX running on Ubuntu, which I already have a SIP Server and Desk Phones configured and working as extensions. Also I already have the Amazon Connect running with a Toll-Free Number 1-800 and I want to connect the customer with one of my extensions on Asterisk FreePBX.

Is it possible integrate Amazon Connect with my Asterisk with FreePBX? if so, in which way should I look for? remembering I want to keep everything on AWS.

I already heard about Lambda Function,  Amazon Chime SDK, DynamoDB table.

I don't know actually to where I should looking for to get it done.

Thank you all

Answer

Hi AWS-samfred,

I already have the "Transfer to Phone Number" feature on and works perfectly, but what I need is, inside the same "path" be able to deal with extensions on Desk Phone (such as Polycom or Grandstream, Yealink ) (configured with SIP Server), So I don't need to have a CCP, or App on.

Thank you for your help.

Connecting a Desk Phone to Amazon Connect without Third-Party Phone Services (SIP Providers) Exploring the Option of Building a SIP Server on AWS"

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