Questions tagged with Call Center Operations
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I've been trying to figure out how my AWS Connect agents can transfer calls to each other via the **quick connect** feature in connect. Everything starts well but after a few seconds the agent...
1
answers
1
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299
views
asked 2 years agolg...
What is the codec Amazon connect uses to record its call recording .wav files ? I understand that AWS Elemental MediaConvert, can convert the codec to another. However, what I am looking for is the...
2
answers
0
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572
views
asked 2 years agolg...
Call Routing agentlg...
Hi Team
Is it possible to find out which agent the call would be routered ?
I would like to perform the customer whisper like, before routing to the agent -> Find the agent -> Play Promt "Thank you...
3
answers
0
votes
260
views
asked 2 years agolg...
When we add enable Call Recording Behavior in contact flow the call recording files are pushed & stored in S3 with `contactId_timestamp.wav` format file.
We can get the contactId using Amazon connect...
1
answers
0
votes
604
views
asked 2 years agolg...
How to get the amazon connect Phone call audio streams(Recordings) from S3 to Local environmentlg...
As we know that Amazon Connect send the call recordings to s3, can we get those recordings in our third party app, as user can play & listen the call same as Contact flow search...
1
answers
0
votes
507
views
asked 2 years agolg...
Can the StopContact method be made to allow stopping a contact with "Callback" initiationMethodlg...
Imagine the folllowing scenario:
* A busy contact centre with multiple queues including a very high priority queue allows callbacks to be booked.
* A customer books a callback, but gets impatient and...
2
answers
0
votes
522
views
asked 2 years agolg...
I want to enable the notification for mobile phone call alert in AWS. So any job fails, any alert/notification from AWS services (for priority alerts) I want a auto generated phone call to be...
2
answers
0
votes
2582
views
asked 2 years agolg...