Redirect phone calls using Amazon Connect if criteria is met
Requirements:
- I need to offer a customer service phone number (a) for customers to call during office hours e.g. Mon-Fri from 9 to 11 am and 2 to 6 pm.
- When users call the phone number (a), if they meet some random criteria e.g. it is business hours, then their call is forwarded to phone number (b).
- Both phone numbers (a) and (b) are ES (+34) prefix. Phone number (a) must be toll free.
- Inbound calls to phone number (a) must be registered/logged.
Can Amazon Connect (plus any other AWS service(s)) do it?
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Regarding the office hours you can use the Hours of operation feature of Amazon Connect. Then, in the Amazon Connect dashboard, you can set up a Contact flow that uses the Check hours of operation block to perform the logic that you need.
Regarding the ES phone number, Amazon Connect offers you the feature of claim an Spanish Toll free number (see Claim phone number Doc). Once you have this number you will have to associate the Contact flow that you have created with it (see Assign contact flow Doc).
For the logging of your inbound calls you can use the built-in metrics in Amazon Connect. You will have all the info associated to the inbound contacts to your connect instance, including the phone number of the callers.
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Hi Ignacio, thanks for your answer. What about redirecting phone (a) to (external) phone (b), please?
For redirecting to an external phone number you have to use the Transfer to phone number block. Here you can see the list of the phone prefix supported by default, as Spanish prefixes are not supported you will have to submit a ticket to allow calling to additional countries.