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Articles tagged with Amazon Connect

easy-to-use omnichannel cloud contact center that helps you provide superior customer service at a lower cost

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26 results
A step-by-step guide for Amazon Connect administrators to delete one or more queues programmatically using the AWS CLI. It covers the full dependency-resolution workflow needed to avoid the ResourceIn...
Amazon Connect AI Agents reach business systems through Bedrock AgentCore Gateway as MCP tools. When any link in that chain is misconfigured, nothing errors: the gateway namespace simply never appears...
AWS

Swaroop DiwakarSUPPORT ENGINEER

published 2 months ago1 votes84 views

When working with Amazon Connect Customer, customers may occasionally encounter the error message: "Phone number not available: <phone number>. Try again with a different available number" while attem...
Use AWS Lambda and Amazon Bedrock to dynamically transform Message Template content during Amazon Connect outbound campaign execution - enabling multilingual translation, personalization, and AI-power...
Step-by-step diagnostic methodology for identifying which campaign quota causes outbound call failures, using metric correlation and event analysis.
This article addresses a common misconception observed during customer audio quality troubleshooting: the CCP log warning "The user has requested to not receive notifications" being flagged as a poten...
This article explores a scenario where audio quality issues (static, robotic sound) in an Amazon Connect contact center are misattributed to the Connect service, while the actual root cause lies in th...
For sensitive caller inputs (PAN, CVV, authentication codes), post-call redaction is not enough PCI DSS v4.0 requires CVV is never stored after authorization and PAN only stored encrypted. This articl...
Contact centers regularly capture PII (names, addresses, SSNs, credit card numbers) in call audio and transcripts. To meet PCI DSS, GDPR, and HIPAA controls, this data must be removed from artifacts b...
Connect encrypts customer content at rest by default with a service-managed KMS key, but customers in regulated industries (PCI DSS v4.0, GDPR, HIPAA) typically need full key control — independent rot...
AWS

Brian MaloneSUPPORT ENGINEER

published 5 months ago0 votes363 views

Allow agents in Amazon Connect to add numbers to a deny list in real time using only Amazon Connect resources. There is a current re:Post that walk through creating this functionality using DynamoDB, ...
Pinpoint is set to be deprecated on October 30th, 2026, and deciding a migration path forward is crucial. Here are some key considerations to take into account to figure out the migration solution tha...
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