Set up Amazon Connect external voice transfer to an on-premise voice system

Question

I have a large customer using Amazon Connect, some Avaya, and other small TDM key systems for contact centers across their organization. Their biggest complaint is transferring callers across different systems, and AWS Connect continues to charge them for voice usage after the transfer is complete. There is no need for metadata transferring, so that is not an issue. I know the new connector that dropped at re-invent this past December 1st takes care of this. Based on my research, it only handles SIP/SBC connections from several vendors. Can AWS Connect use some Gateway service in AWS to transfer the call via sip tp pri conversation just so the meter spots run on the AWS side once the call leaves the cloud? I am open to any ideas on how to handle the non-sip traffic.

Dendi, Laxma · Answer

Unfortunately at present there is no way to stop the meter once the call comes to Connect and goes back to Twilio/Avaya etc systems. If you don't have the agents taking the calls in Amazon Connect and if you are only using Amazon Connect for the IVR/Lex Bot capabilities, you can think about the alternatives to Amazon Connect, ex: Amazon Chime SDK. With Amazon Chime SDK you can integrate with Lex Bots and also transfer the call back to twilio/avaya and stop the meter. A sample blog post with the architecture is given here 
https://aws.amazon.com/blogs/business-productivity/add-voice-bots-to-your-existing-telephony-services-to-using-amazon-chime-sdk/
https://github.com/aws-samples/amazon-chime-pstn-audio-with-amazon-lex-ivr

Set up Amazon Connect external voice transfer to an on-premise voice system

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