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/
Related
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.
We knew that after call recording got enabled in contact flow the call recordings starts working and recording of every call is pushed at S3 as well as we can play the recordings in Amazon Connect -> Contact Search.
I am trying to figure it out on which event the call recording starts and on which event the call recording stops e.g. onConnected, onACW, onEnd?
The goal is to identified the events of amazon connect streams. What i have understood is call recording starts on onConnected event & stops on onACW instead of onEnd as the duration of ACW should been a part of recordings!
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 am trying to use connect to make a manual outbound call from a webpage to my different customers who are meeting a certain criteria.
All the examples I see on the internet/tutorials are related to incoming calls. What will be the process?
Create a control flow first with entry point, play prompt, record call, end. Where will the exact conversation with the customer happen? Which block do I have to use?
Attach the control flow to the phone number (using the dashboard)
Where do I go on the menu to initiate the call?
Thanks
as I see it Amazon Connect service is to provide a fast way for building and maintaining a customer service call center. meaning that 99% of the time the customer will be the one to initiate the call.
for making an outbound calling your agents will need to use the Contact Control Panel (CCP) for answering calls and placing calls.
there are a couple of steps you will need to do before you can initiate a call.
enable outbound call for the Connect instance
create an agent in the "User management" page with a "routing profile"
go to the setup of the "routing profile" of the agent you just created and configure the "default outbound queue".
Create "Outbound whisper flow" - optional
Configure the Outbound properties in the Queue
open another browser tab the Amazon Connect instance login URL, login with the agent details
click on the phone symbol on the top-right corner, a new window will pop up, click on "Number pad", dial a number and make the call
Just wanted to know from a high level how I would accomplish this.
I thought that when a user opens the application, I will keep track of the last opened time in a Dynamo DB table.
Then I could have a background worker constantly check and see if anybody hasn't used their app in 3 or 4 days and then send a push notification, ie, "you haven't used your app in a while, why don't you open it up and do XYZ."
From a very high level, there are two possible ways:
1.) Local notifications (you don't need AWS for this):
You can schedule a local notification, every time the user opens up the app (or better - every time the user brings the app to foreground). It works like: User opens app -> cancel old scheduled notification if existing -> schedule new notification for "in 3 or 4 days" -> ready :-)
You can use something like this: https://github.com/zo0r/react-native-push-notification (see section Sheduled Notifications).
2.) You could do it with remote notifications (https://aws.amazon.com/sns/):
You can go the way you proposed. Then you have to store an entry in your db with the push notification token of the device and the last time the app was opened. Your worker then has to check and send the push message to the device using a service like SNS.
I would recommend 1.) over 2.) because you are independent from the users internet connection when getting the app opening info. In 2.) you can miss the opening info, when the user opens the app without internet connection. Also 2.) is more expensive then 1.) when you scale your app.
An advantage of 2.) would be, that you are more flexible when and what you send in your notification, since you can edit it on server side. 1.) would mean that it is coded in your app (at least until you build a synchronization mechanism for the variables) :-)