We are trying to receive customer calls through Amazon Connect and leave messages in Amazon Kinesis.
When we call Amazon Connect from our cell phones, the voice plays the expected message and the Beep tone sounds as expected. But then the call ends and we cannot leave a message. We tried removing Wait and Stop media streaming but the problem persisted. What are we doing wrong?
Set Voice: OK
Play prompt(Message): OK
Play prompt(Beep): OK
Start media streaming: NG
If you have a simple, easy to understand sample for this application, let me know!
Looks like the problem is your Wait block. Wait isn't supported for voice calls, so immediately errors.
Replace the Wait block with a Get Customer Input block. Use Text to speech for the prompt, Set the prompt value manually to <speak></speak> and set Interpret as to SSML. Set it to detect DTMF and set the timeout to however long the message is allowed to be. From your flow above that is 10 seconds.
This should get the customers voice sent to the Kinesis stream and you can process the stream from there.
There is a really thorough implementation guide for voice mail here. I've used this then altered it to suite my exact needs in the past.
Related
I cannot find any information how to handle the situation like this:
Stream starts: about 3 o'clock.
1.Before the person who is streaming (let's call him a streamer) start to stream I would like to have static image saying something like: 'The event will start soon'.
2.Streamer start pushing his stream to RTMP endpoint but he's late and starts at 3.02. Up until 3.02 the same picture should be visible (as in point 1).
3.Streamer should finish at 4 o'clock but he finishes 5 minutes before 4 (pushing stop at his device).
4.Now, ending screen should be visible from 5 minutes to four and later.
I know that inputs should be switched in order to change a view and this can be scheduled for fixed time, but I would like this to be switched dynamically, ie. when streamer starts pushing to RTMP URL and stops pushing to RTMP URL (from eg. Larix software). How to handle that in AWS Media Live?
Thank you for asking this question on stackoverflow, the easiest way to achieve what you are looking to do is by using an Input Prepare Scheduled Action. The channel will then monitor the input and raise an alarm if the RTMP source is not there. When the RTMP source begins then the alarm will remit, you can send the alarms to a lambda that will look for these alarms and can do the switch from slate MP4 to the RTMP source when it sees the RTMP input missing alarm was cleared. This can also be done for when RTMP input goes away.
Information on Prepare Inputs:
https://docs.aws.amazon.com/medialive/latest/ug/feature-prepare-input.html
Global configuration - Input loss behavior:
https://docs.aws.amazon.com/medialive/latest/ug/creating-a-channel-step3.html
Zach
Is it possible to stop call recordings in Amazon Connect so the customer and agent can discuss sensitive material without being recorded?
I am aware of the set call recording behaviour blocks, but they don't seem to work on a call that has already been started with an agent with call recording enabled. Transferring to another contact flow with the recording type set to none doesn't seem to make a difference and the call carries on being recorded.
I am aware of the sample workflow Sample secure input with agent as outlined in this AWS blog https://aws.amazon.com/premiumsupport/knowledge-center/disable-recording-amazon-connect. This does work, however it relies on the customer entering payment details whilst the agent is on hold - preventing the agent and customer from having a sensitive conversation.
It seems the only way to stop recording once it has been enabled is to put the agent on hold?
Do not know if you have not solved your issue yet, but amazon has update their Amazon Connect API that would allow you to suspend the recording.
Boto3 implementation
response = client.suspend_contact_recording(
InstanceId='string',
ContactId='string',
InitialContactId='string'
)
https://boto3.amazonaws.com/v1/documentation/api/latest/reference/services/connect.html#Connect.Client.suspend_contact_recording
They have also allow you to Start, Pause, Stop. (
We have just started to review this for a POC, turn recording off be default for a group of queues. Allow to Agents to start and stop and pause recording as needed.
You can also read this in an Amazon Blog post that should be able to help you fully implement the solution.
https://aws.amazon.com/blogs/contact-center/pausing-and-resuming-call-recordings-with-a-new-api-in-amazon-connect/#:~:text=is%20not%20recorded.-,End%20the%20call.,you%20start%20and%20stop%20it.
After speaking with Architects at AWS, the desired and designed for solution is to have the customer automatically enter sensitive information with the agent on hold and call recording turned off to remain PCI compliant.
If that is not an option there are workarounds possible that go against the way Amazon Connect has been designed. In order to turn off call recording once it has been enabled on a call, a new contact ID must be established. To do this you would need to transfer the user to your external phone number again or transfer to a queue and disable call recording in that new flow.
This brings in extra issues around how to get the customer back to the original agent once the sensitive information has been discussed. It also means you would potentially have 3+ contact IDs for the same transaction, with call recording spread across them.
I’ve created a Lex bot that is integrated with an Amazon Connect work flow. The bot is invoked when the user calls the phone number specified in the Connect instance, and the bot itself invokes a Lambda function for initialisation & validation and fulfilment. The bot asks several questions that require the caller to provide simple responses. It all works OK, so far so good. I would like to add a final question that asks the caller for their comments. This could be any spoken text, including non-English words. I would like to be able to capture this Comment slot value as an audio stream or file, perhaps for storage in S3, with the goal of emailing a call centre administrator and providing the audio file as an MP3 or WAV attachment. Is there any way of doing this in Lex?
I’ve seen mention of ‘User utterance storage’ here: https://aws.amazon.com/blogs/contact-center/amazon-connect-with-amazon-lex-press-or-say-input/, but there’s no such setting visible in my Lex console.
I’m aware that Connect can be configured to store a recording in S3, but I need to be able to access the recording for the current phone call from within the Lambda function in order to attach it to an email. Any advice on how to achieve this, or suggestions for a workaround, would be much appreciated.
Thanks
Amazon Connect call recording can only record conversations once an agent accepts the call. Currently Connect cannot record voice in the Contact Flows. So in regards to getting the raw audio from Connect, that is not possible.
However, it looks like you can get it from lex if you developed an external application (could be lambda) that gets utterances: https://docs.aws.amazon.com/lex/latest/dg/API_GetUtterancesView.html
I also do not see the option to enable or disable user utterance storage in Lex, but this makes me think that by default, all are recorded: https://docs.aws.amazon.com/lex/latest/dg/API_DeleteUtterances.html
I am working on AWS's Amazon Connect. I am creating a contact flow in which I need to store call recordings. So I am using Enable Call Recording component of Contact Flow and its working fine.
Now, suppose contact flow is taking some sensitive information such as Credit card details, in this case I need to stop call recording and then again start it once user done with sensitive information. How can I do this?
Thanks,
Gans
You can disable recording in the contact flow by using the set recording behavior block, the same way you initially enabled it. This can be enabled or disabled as many times as needed during the contact flow itself, prior to routing the call to an agent. If you need to disable the recording after the call has already been routed at an agent, you would use a quick connect to send the caller back to a contact flow that set the recording behavior to disabled and use LEX or DTMF to capture the sensitive information before setting the recording back to an enabled state and reconnecting the caller to the agent (agent is placed on hold by using the quick connect in this situation).
The problem with the above approach is that it won't work well if you want the same agent to handle the call. The transfer to Quick Connect will put the call on hold on the original leg while reattempting to connect back to the same agent and unless the agent quickly clicks on the "swap" button on CCP the call will be dropped.
You could transfer back to another queue with recording off and the same agent pool, but this would mean the customer may have to wait again for the call to be connected.
A better solution would be an Interactive prompt with an option to disable recording and the start of the contact flow. The timeout could be set to continue with recording enabled so if nothing is pressed the call continues with recording on.
Routing to the last agent is still possible with temp table data store in DynamoDB. The agent have to be blocked to get calls routed from the queue until the contact re-arrives or the call will be placed in the personal (invisible) queue of the agent.
Use APIs that enable you to start, stop, pause, and resume call recording.
The call recording APIs are available in all AWS regions where Amazon Connect is offered. There is no charge to use these APIs. https://aws.amazon.com/about-aws/whats-new/2020/07/amazon-connect-adds-call-recording-apis/
We've got a little java scheduler running on AWS ECS. It's doing what cron used to do on our old monolith. it fires up (fargate) tasks in docker containers. We've got a task that runs every hour and it's quite important to us. I want to know if it crashes or fails to run for any reason (eg the java scheduler fails, or someone turns the task off).
I'm looking for a service that will alert me if it's not notified. I want to call the notification system every time the script runs successfully. Then if the alert system doesn't get the "OK" notification as expected, it shoots off an alert.
I figure this kind of service must exist, and I don't want to re-invent the wheel trying to build it myself. I guess my question is, what's it called? And where can I go to get that kind of thing? (we're using AWS obviously and we've got a pagerDuty account).
We use this approach for these types of problems. First, the task has to write a timestamp to a file in S3 or EFS. This file is the external evidence that the task ran to completion. Then you need an http based service that will read that file and calculate if the time stamp is valid ie has been updated in the last hour. This could be a simple php or nodejs script. This process is exposed to the public web eg https://example.com/heartbeat.php. This script returns a http response code of 200 if the timestamp file is present and valid, or a 500 if not. Then we use StatusCake to monitor the url, and notify us via its Pager Duty integration if there is an incident. We usually include a message in the response so a human can see the nature of the error.
This may seem tedious, but it is foolproof. Any failure anywhere along the line will be immediately notified. StatusCake has a great free service level. This approach can be used to monitor any critical task in same way. We've learned the hard way that critical cron type tasks and processes can fail for any number of reasons, and you want to know before it becomes customer critical. 24x7x365 monitoring of these types of tasks is necessary, and helps us sleep better at night.
Note: We always have a daily system test event that triggers a Pager Duty notification at 9am each day. For the truly paranoid, this assures that pager duty itself has not failed in some way eg misconfiguratiion etc. Our support team knows if they don't get a test alert each day, there is a problem in the notification system itself. The tech on duty has to awknowlege the incident as per SOP. If they do not awknowlege, then it escalates to the next tier, and we know we have to have a talk about response times. It keeps people on their toes. This is the final piece to insure you have robust monitoring infrastructure.
OpsGene has a heartbeat service which is basically a watch dog timer. You can configure it to call you if you don't ping them in x number of minutes.
Unfortunately I would not recommend them. I have been using them for 4 years and they have changed their account system twice and left my paid account orphaned silently. I have to find a new vendor as soon as I have some free time.