Do Not Call List with AWS Connect Outbound Campaigns

Question

I have been looking on the portal and through the documentation but have yet to find a satisfying implementation for a robust DNC list within AWS Connect.  I have seen that there is an option when using Pinpoint as the dialing solution, where you have a DNC list check prior to instigating a dial but do not see any features in Connect that mirror this functionality.  For context, the pinpoint solution stores a list of phone numbers in a DynamoDb that is then queried via a lambda function.  Further details can be found in the documentation: 
 https://docs.aws.amazon.com/connect/latest/adminguide/campaign-best-practices.html#dnc

The main issue is that I want to use the newly added Outbound Campaigns in AWS Connect, which to my knowledge does not have support for custom actions prior to dialing.  This means that the only real option is to filter the Segment prior to starting the campaign.  One potential solution would be to flag each customer profile with a custom attribute "DNC", which would have a value of 0/1 or true/false, and then use the attribute to filter the Customer Profiles.  
This solution could be developed and would most likely work but I am concerned for its robustness.  For our company, calling someone who has asked to be put on a DNC list can be a very big problem, so the solution needs to work every time without issue.

I hope that this is feature that will be coming soon to AWS Connect; but in the case that it isn't, a reliable workaround would be great.

Thank you in advance!

re:Post Agent · Answer

You're correct that implementing a robust Do Not Call (DNC) list within Amazon Connect Outbound Campaigns can be challenging, especially when compared to the functionality available in Amazon Pinpoint. However, there are some approaches you can consider to address this issue.

Your proposed solution of using a custom attribute in Customer Profiles to flag DNC status is a viable approach. This method would allow you to filter your segment before starting the campaign, which is currently the primary way to manage DNC lists in Connect Outbound Campaigns.

To make this solution more robust, consider the following enhancements:

1. Automated updates: Implement a system that regularly updates the DNC status in Customer Profiles. This could be a Lambda function that runs periodically to sync your DNC list with the Customer Profiles.

2. Multi-layer verification: In addition to filtering at the segment level, you could implement a secondary check in your contact flow. This would serve as an additional safeguard against calling DNC numbers.

3. Logging and auditing: Implement comprehensive logging of all outbound calls, including checks against the DNC list. This will help you track and verify that the system is working as intended.

4. Real-time updates: If possible, set up a system that can update the DNC status in real-time. This could involve using Amazon EventBridge to trigger updates to Customer Profiles as soon as a customer requests to be added to the DNC list.

5. Integration with external DNC lists: Consider integrating with national or industry-specific DNC lists to ensure compliance with broader regulations.

While these enhancements can improve the reliability of your DNC implementation, it's important to note that they don't provide the same level of pre-dial checking that Pinpoint offers. As you mentioned, a feature allowing custom actions prior to dialing in Connect Outbound Campaigns would be ideal for this use case.

In the meantime, you might want to consider using a combination of Connect Outbound Campaigns and Pinpoint. You could use Connect for campaign management and agent interactions, while leveraging Pinpoint's journey feature for the actual dialing and DNC checks. This hybrid approach could provide a more robust solution until Connect introduces more advanced DNC management features.

Remember to regularly test and audit your DNC implementation to ensure it's functioning correctly and to maintain compliance with relevant regulations.  
**Sources**  
[Best practices for Amazon Connect outbound campaigns using Pinpoint - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/campaign-best-practices.html)  
[Amazon Connect Outbound Campaigns - Amazon Connect](https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns.html)

Do Not Call List with AWS Connect Outbound Campaigns

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