All Content tagged with Call Center Operations

Hi In Amazon connect, I'm trying to manipulate the customer endpoint address held within a contact, for things like CLI masking, CLI anonamisation and CLI replacement for specific call scenarios. I'v...

In my Amazon Connect flow, I can get queue time based on the Queue metrics block and be able to play it to the customer. But how can I play the updated/refreshed queue time every 2 minutes and entice...

My toll free number not working .this number was assign to me but after 20 days of using this number its not working after one ring it start giving tone any one can help me in this so please help me I...

Hi Team, we have a strange situation where users are complaining when SSO password is about to expire lets say in 10 days , CCP will stop loading and throws the error ECUI failed to login . backgroun...

I have claimed a first US phone number (DID) for the instance but not able to make the incoming/outgoing call.  ![E...

We have a caller who is spamming our center with calls, and need the steps to block that particular number from being able to reach our IVR.

We can make use of the Amazon Connect CTI adapter with the Salesforce. So calls can be answered by the Connect & the ticket creation and details will be pulled from the Salesforce. I understand if a c...

Hi all, I've created an Amazon Connect instance and integrated with a Salesforce instance. I downloaded the Amazon connect lambda package and enabled call recording and transcripts and sentiment analy...

Hi there, I'm a integrator and I trying to port a phone number from France to AWS Voice. We created a ticket to AWS support few weeks age, but considering the timeline to port officially the phone, ...

I have enabled the retaining of the available status time when making outbound calls. However I want to ensure agents cannot switch to a custom status such as "break or training" then switch back to a...

Hi Team, We have an IVR setup implemented using Amazon Connect and we also have enabled data streaming using Amazon Kinesis. I'm looking for a feasibility for speech to speech translation in a real ti...

Can an auto answer cause call quality issues?