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Implementation For a new Amazon Connect

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I’m trying to migrate my local call center to Amazon Connect but have encountered some challenges setting up the flow I need. I’d appreciate any guidance from those familiar with Amazon Connect. Here’s the scenario I’m working on: I must build a call center setup where one CCP supports two companies. The same agents handle calls for both companies and I want the following functionality:

Inbound Calls:

  • Calls come in from two numbers, each linked to a specific company (Workflow).
  • The agent should handle these calls appropriately based on the number dialed.

Outbound Calls:

  • Agents need the ability to make outbound calls on behalf of a specific company(Company Number assigned to Workflow).
  • I’m struggling with allowing the agent to choose which company’s number to use when making an outbound call.

I’ve tried several workflows but am stuck on the outbound call part. Agents don’t seem to have the option to select the desired outbound number. Has anyone here faced a similar issue or have ideas on how to achieve this setup? Any examples, best practices, or resources would be greatly appreciated!

Thanks in advance for your help!

Topics
Business Applications
Tags
Amazon Connect
Language
English

asked 2 years ago679 views

3 Answers
0
Accepted Answer

To set up your Amazon Connect instance to support two companies with the same agents handling calls for both, you'll need to configure a few key elements. Let's break this down into inbound and outbound call handling:

For inbound calls:

  1. Claim two phone numbers in Amazon Connect, one for each company.
  2. Create separate flows for each company, associating each flow with its respective phone number.
  3. In each flow, you can set contact attributes to identify which company the call is for. This information will be passed to the agent's Contact Control Panel (CCP).

For outbound calls: Enabling agents to choose which company's number to use for outbound calls is a bit more complex, but can be achieved:

  1. First, ensure outbound calling is enabled for your Amazon Connect instance. You'll need to go to the Amazon Connect console, select your instance, navigate to "Telephony" under "Channels and communications", and enable "Make outbound calls with Amazon Connect".

  2. Create a custom CCP using the Amazon Connect Streams API. This allows you to build a custom interface where agents can select which company they're calling on behalf of.

  3. In your custom CCP, you can implement a dropdown or toggle for agents to select the company before making an outbound call.

  4. When an agent initiates an outbound call, use the Streams API to programmatically set the caller ID based on the agent's selection. You can do this using the updateContactAttributes method to set a custom attribute for the outbound call, and then use a Lambda function in your outbound whisper flow to set the appropriate caller ID based on this attribute.

  5. Create an outbound whisper flow that checks the custom attribute and sets the appropriate caller ID using the "Set voice" block.

  6. Ensure that agents have the necessary permissions in their security profile to make outbound calls.

This setup allows you to maintain separate identities for each company while using the same agent pool. The key is leveraging custom development with the Streams API to give agents the ability to choose which company they're representing for outbound calls.

Remember to test thoroughly and monitor your setup to ensure it's working as expected. You may also want to consider using contact attributes or tags to help with reporting and analytics, allowing you to track performance for each company separately.

Sources
Scenario and deployment approaches in Amazon Connect - Amazon Connect
Enable outbound calls in your Amazon Connect instance - Amazon Connect
Set up contact center phone numbers for your Amazon Connect instance - Amazon Connect

answered 2 years ago

EXPERT

reviewed 2 years ago

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****To set up Amazon Connect to handle calls for two companies with shared agents, you'll configure inbound and outbound call handling as follows:

Inbound Calls: Claim Two Phone Numbers: Assign separate numbers for each company. Create Separate Contact Flows: Set up distinct flows for each number, with contact attributes to identify which company the call is for. These will appear in the agent’s Contact Control Panel (CCP). Outbound Calls: Enable Outbound Calling: In Amazon Connect, enable outbound calling by navigating to "Telephony" in the console. Custom CCP with Streams API: Build a custom CCP where agents can select which company to represent when making outbound calls. Set Caller ID Programmatically: Use the Streams API and Lambda functions to set the caller ID based on the company selected by the agent. Create Outbound Whisper Flow: Configure an outbound whisper flow that adjusts the caller ID according to the selected company. Ensure agents have the right permissions, and test thoroughly before deployment.

EXPERT

answered 2 years ago

0

re:Post Agent has some errors in the generated response: UpdateContactAttributes is not available on the amazon-connect-streams API. It can only be called from @aws-sdk/client-connect.

Inbound call workflow

  • Create a Queue for each company, and configure the Outbound Caller ID/Number
  • In your inbound contact flow, select the appropriate queue based on the inbound number
  • Use an agent whisper to say the queue name when the agent connects

Outbound call workflow - in short, its not possible with the native CCP

answered 2 years ago

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