AWS Connect Configuration Best Practices – Part 3 After Hours Call Flow

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Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after hours call handler” makes use of several options:

  • Send Caller to Voice Mail or Message Center
  • Send a Text Alert to an on call team member
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The text notification step requires some additional AWS services including PinPoint, SNS and Lambda functions. For this option to work, you will need to setup an SNS topic and make use of PinPoint to get a phone number to associate with the call block.

In the above call flow block, we invoke the lambda function when the caller selects that they want a call back from the on call team member. Lambda then interacts with PinPoint and SNS to send a canned message “an after hours caller needs help” sending both the message and the contact phone number to the SNS subscribers. This is a very effective solution for integrating SMS into your contact flows and is ideally suited to “on call” notifications.