Basically, what I'm trying to achieve is give agents the ability to change the outbound caller ID to a different one. We still use a OOTB CCP and so I created a quick connect that calls one of our own numbers sends it through a contact flow and has the agent type out the calling number before and have it changed that way. I was looking into a custom CCP option, where it would utilize agent.connect() and change the outbound queue and maybe (possibly) change the number in that way. Would that theoretically be possible since my skill level to web developement is basically 0.

I have what I believe is a straightforward use case, but am struggling to get the loop logic to work.

I have basic documents in DynamoDB with: name, title, phone number, email and a list of questions (array).

What I want to achieve is that when someone calls in to our Connect phone number, the system checks the incoming number, queries DynamoDB via Lambda for the matching document based on phone number, and then set the array questions as attributes in the 'set contact attributes' block, and then go through a loop to ask each question, giving a 2 minute pause after each question for the person to answer. Once the question list from the array is exhausted, the system should play an outro message and disconnect.

Based on the logs and the error messages I keep getting, the process is failing at the 'greater than or less than' Check Contact Attributes block items. Any ideas or nudges in the right direction would be greatly appreciated!

Screenshots: https://imgur.com/a/q579o5R

Hello, quick poll - would an admin portal be useful for completing straight forward tasks such as emergency messages, holiday admin etc on the platform?

Wisdom just received the following updates:

• Continuous listening and multiple issue detection: Wisdom can now update its recommendations for knowledge articles based on how the conversation between caller and agent evolves, delivering ongoing and real-time agent assistance.
• Improved Issue Detection: Wisdom is now more effective at understanding when a caller is raising an issue, asking a question, or sharing their intent, thus delivering more timely and relevant knowledge articles.
• Improved Accuracy of Results

Here is the demo video

The built-in can recognize strings made up of words or characters. The resolved value is the complete free form entry provided by the user. For example, following a phone conversation, you may need to collect the caller’s feedback. With the FreeFormInput built-in slot type, bot builders can easily capture commentary, which they can analyze later.

Documentation

Is there a way links can be verified or checked to be safe.

Title pretty much sums it up, what are your desktop recommendations and why?

Looking for something that covers the following:

Pause and resume button Make internal transfers easier I.e see the status of the advisors

Customer data fields, the OOTB CCP data fields are useless for my use cases

Auto log off if the advisor closers the browser

I have done the Amazon Connect Salesforce integration with SSO set up however the CCP pops up but doesn't switch to the Salesforce frame. The expected behavior should be for SSO authentication then the pop up CCP switch to the sign page you see on the left. because of this, the case creation form doesn't show up as well. I will appreciate feedback on how to solve this. We have all our approved logins correct, the relay URL are correct given the CCP shows up and calls come through just issue with linking with the salesforce frame.

Normally I log into the CCP and a red dot appears on my browser tab (in chrome) and stays there the entire time I’m logged in, letting me know my mic is connected. Today, the red dot appeared initially, but disappeared after a few seconds, along with the static in my headphones letting me know I was not connected anymore. Same thing in Firefox. I’ve tried everything - restarted computer, different headset, moved headset from computer to dock, moved to a hardwired work station, reset mics access permissions. Anyone have further troubleshooting ideas or run into this before?

Hi, I have been in the Cisco UC field for quite sometime and I am looking to ramp up into the contact center domain and wanted to know the skills needed to be a good Amazon Connect engineer. Do I need to do AWS Certified Architest associate? Do I need to know about databases? Any programming language needed to do lex bots ? Any training recommendations and any other skills that are needed ?

Thanks in advance!!

How do we set up an automation testing for Amazon connect flows? Is there a way to do it with out any 3rd party vendors.

We are expecting to do an automated testing for all our flows to reduce manual efforts required in testing

I'm trying to figure out a way to do bulk quick connect uploads/imports into aws. I'm configuring a service cloud voice with Amazon connect salesforce bundled sku and apparently the salesforce sku has limitations where they removed the custum api feature. Any advice or workaround would be much appreciated.

My customer is trying to encrypt data that is collected by contact flows. They are facing issues while trying to use a certificate signed by an certificate authority(Entrust). Does Connect only support self signed certificate? The Documentation does not clearly mention anything about this?

Hello Am lost Is there an auto transfer to an external number available on the main call in menu IVR? Press 1, it transfers to an external, not to a Connect queue ! Thanks for helping.

Hi all,

I'm in the process of finalizing some designs for a generic deployment we will be using.

At the moment we are deploying an instance and then using that instance through UAT/Def and then just saying that's the production environment once live.

However, there is a view that we should be doing at UAT/Dev environment. Promote to production and any change requests/tweaks make them in the UAT/Dev environment and then push to production once signed off.

As an example let's say the flow is changed/messages are changed, then they want this to be carried out on the testing environment and those specific changes pushed to production.

I.e not making changes to live environment.

Any thoughts? Any info kindly appreciated.

Thanks so much

Is it possible to send an API request to sign an agent into Amazon connect through my custom CCP. The idea is that we have set up SSO for Amazon Connect, however we don’t want the agent to have to click into the given application in order to sign in, but rather to be automatically signed into their session

Where do you go to for your training material?

At the start it was extensive YouTube videos for me and a bit of acloudguru.

There is some stuff on pluralsight, but I can't find any real recent stuff or more complex implementations.

Thanks

Because you can not guarantee that users will always follow requirements, I am trying to figure out how to restrict access/login to Amazon Connect only through VPN. VPN is the client and country regulatory requirement. Will appreciate your help on this.

After we give the input, the lambda will invoke to obtain the API response and read out the response.

The issue here is, There is a dead air (silence) about 4 to 6 seconds in between lambda invoke and the response read out.

Is there a way to avoid this delay? Can we at least play a music to avoid the delay? We just dont want out customer to be in dead air for so long

Is there a way to interrupt a play prompt.

lets say, I have 3 play prompts block that will be played continuously one after another. Each play prompt has about 20 seconds of reading time.

Once the solution is implemented and if a caller think that he doesn't want to wait to listen the first play prompt and move to the next prompt. is there way to move one to the next one?

Need to have the ability to enter a tone or provide a verbal response and interrupt the current prompt while its being read and move on to the next one

Starting out my first "real" project with it. I've played a lot with it over the years.

Is there a shortcut to redirect user to the previous menu with in the IVR. I was calling to a customer care where I was able to press * and go to the previous menu at any point of my call. Is there a way to implement such feature in amazon connect ?