Amazon Connect Tutorial | AWS Cloud Contact Center Introduction and Demo | Call Center Architecture

[@ArchitectureBytes]

You may also be interested in: AI ChatBot / AI Assistant (Voice/Text) using Amazon Connect and Lex: kzbin.info/www/bejne/aXK9YqFopK2ne6s

[@raunakbasnet7955]

can you make a video on how to connect aws connect to a website using Google tag Manager ,Please :) This was very informative.

[@ArchitectureBytes]

Amazon Connect provides you fairly good analytics!

[@be_calm2372]

when i click on claim numbeer after selecting country it says : We couldn't claim your phone number Please help me

[@ArchitectureBytes]

@@be_calm2372 Try some other country to check if you get the same error. If the issue persists - pls send a message to AWS Support regarding this - they should be able help.

[@be_calm2372]

@@ArchitectureBytes okay I'll do it

[@MohammadMahdiYaghoubi]

Perfect! Thanks a lot for this amazing demo

[@surya-z9e]

Great teaching and well understandable

[@hangduong6683]

Wow cool demo 😎 thank you 🎉

[@Ali-ls3oy]

Awesome, thank you!

[@sumitkumarb4u]

very crisp presentation

[@ask-me-now]

Very easy to follow demo. Thanks 👌👌👌🙏🙏🙏

[@mayanktripathi4u]

Very helpful and easy demo to understand the concept and flow. Thanks a lot. Please do make more videos. Please do make a video on how to architect a good solution. As I have learned the individual components, however when it comes to architect a solution its becomes a difficult to design and implement. Please guide me.

[@ArchitectureBytes]

Sure.. Thanks!

[@himanisoni5791]

Very well explained

[@PantechP]

Thank you sir. Keep up the good work.

[@TheKosenrufu]

Bang on point.

[@TheCloudShepherd]

Your trainings are really good

[@arissarawuttiket6379]

this is suprt helpful,thank you

[@RajaduraiMurugesan]

Thankyou so much

[@88annku]

Hello , You explained it perfectly ...!! Will you be able to explain any CRM connectivity and dynamically fetching a data to the call or chatbot

[@ArchitectureBytes]

Amazon Connect allows you to invoke Lambda function in a flow. See 26:33 on how to do that. In the lambda function code you could write your custom code - eg. fetch data from a database or interact with a CRM etc.

[@Hey_ImNishat]

Hi @Architecture Bytes, I made a small CC flow and everything is working as expected. However, I am unable to receive a callback. Can you please suggest possible issue in this flow, why i am not receiving callback from the agent side to my number as a customer.

[@ArchitectureBytes]

Please check the following: Under Configure telephony options > choose Allow outgoing calls. Outbound calls could be Campaigns(automatic scheduled dialing) or a manual dial by the agent. Your Contact Flow would be of 'Outbound Whisper Flow' type.

[@NsoundarMCA]

Very useful and really thanks for it. Do we have any certification available for "Amazon Connect"

[@ArchitectureBytes]

Not that I know of.

[@RaviSharma-rs5hj]

i have never seen a video like this that answers all your questions but I still have one more question to you. Do we not need to assign internal extension to agent softphone /phone in order to answer incoming calls? Thank you so much 🙏

[@ArchitectureBytes]

You do not need internal extension for agent softphones. Incoming calls are automatically routed to Agents based on their Routing Profiles.

[@ShwethaninVizhudugal]

Very useful video, thank you so much. Could you please explain on how we could add 'processing credit card payments' in this flow? like in the sales queue, if the customer wants to buy the service, how could we process payment for the service? please let me know sir.

[@ArchitectureBytes]

You could invoke a Lambda function and from there integrate with your payment service.

[@sachdevjasmeet]

If I want to restrict any Security profile to view the admin dropdown option while creating a user, how we can do that? Suppose if the CallCenterManager profile person is trying to create a user manually and I only want him to see and select Agent, how we can restrict him from selecting or seeing the Admin Security profile from the dropdown?

[@ArchitectureBytes]

You could create a new Security Profile with required permissions and use it.

[@JosephOfobuike]

Hi. Easy peasy straight forward tutorial. I am stuck at the lambda function part. lambda says error event. I don,t know how to get around this. Perhaps you can offer some tips to correct the code?

[@ArchitectureBytes]

Hello, Please provide some more information - when exactly you get the error and complete error message. If you are following this tutorial - then maybe timestamp from this video where you get the error.

[@JosephOfobuike]

@@ArchitectureBytes Thank you responding. The time stamp is 29:04. I copied your code and tried to deploy it, it showed 'json event error.correct it and try again." I am new to cloud and trying hands on projects. I love this tutorial and hoping you could help me nail this lambda part i am stuck on. Thank you

[@ArchitectureBytes]

Pls check the following: 1. Have you configured the OrderNo parameter as shown at 30:10 ? 2. In the lambda function, in the very first line try printing the event: print("Received event:", event) Verify the JSON - See if 'OrderNo' is available as expected.

[@LatorreyWhitehead]

I'm new to AWS n need to know how did you change the Lambda function After you created the new one? I don't see how you did it...

[@ArchitectureBytes]

We create the lambda function only once in this demo. Your questions is not clear to me.

[@LatorreyWhitehead]

I'm missing how the original script is deleted and replaced with the new lambda function from 28:57-29:03

[@ArchitectureBytes]

When we create a new lambda function 28:26, AWS puts a sample lambda code snippet - in the Code Source section - automatically. We just replace it with our own code. That's what you see at 28:57

[@vishhnubond4526]

Hi , I own a DID number and I have ported in amazon connect , Now I wish to have a call and receive a call as we communicate through our mobile phone daily with this contact flow setup , can you guide me

[@ArchitectureBytes]

For Incoming Calls (Customer calling the Contact Center) Follow the steps in the Tutorial. Setup Users, Queues, Routing Profiles, Contact Flows etc. See the actual call demo at 33:11 For Outgoing Calls (Agents calling from Contact Center): Under Configure telephony options > choose Allow outgoing calls. This will allow Agents to key in a number and make a call via Contact Control Panel

[@Hey_ImNishat]

Hello @Architecture Bytes Where and How Can I Use Success & Error Options in Play prompt. Example:- As per new option in Amazon Connect play prompt. If i use for invalid option, in that case where i should joined entry point of success and error prompt in contact flow?

[@ArchitectureBytes]

Hey... how you design the Amazon Connect flows, depends on your own unique requirements. You can see how Play Prompt Success/Error are handled here at: 25:07, 31:50

[@Hey_ImNishat]

@@ArchitectureBytes Can you please make a video related to explaining the call back.

[@washimhaider8425]

I am a voice engineer in a cisco. I want to switch to amazon connect . Can you guide me how to proceed?😊

[@ArchitectureBytes]

Do you mean you want to become an expert in Amazon Connect? If so, you can start with this Tutorial.

[@Priya-lf5vw]

When I call it's ringing once and getting the call ended? And in agent work space not getting a call Please help me sir?

[@ArchitectureBytes]

Please use the Amazon Connect Endpoint Test Utility - to check for network connectivity issues. You will find link to that in video description. Also, if you are behind a firewall, try(test) accepting calls as agent from somewhere else once, like your home.

[@Sanjay-rs3ll]

I am getting error to create instances as "You're signed in with an aws account provided by AISPL,these accounts cannot create amazon connect instances. Sign in using an account provided by AWS. What is the solution anyone tell

[@ArchitectureBytes]

You are logged in using an AWS account administered by AISPL. Amazon Connect is not available for these accounts at present. So, please create a non-AISPL AWS account (by specifying a different address for eg. in USA.) You can also open a support ticket with AWS support for any queries.

[@harishkumars3209]

Is there any video I can refer to aws connect with aws q and without agents

[@ArchitectureBytes]

There is Amazon Q feature in Amazon Connect. And you can add Knowledge bases to Amazon Lex. So, that should help you - build what you need. Meanwhile, here are some videos for your reference: Virtual AI Assistant (using Connect & Lex) - does not use Amazon Q though kzbin.info/www/bejne/aXK9YqFopK2ne6s On GCP platform - closer to what you are looking for: AI Chatbot Conversation (text / audio(call)): kzbin.info/www/bejne/ZpyQqISga7mno9E Vertex AI Agent Builder: kzbin.info/www/bejne/fmfRhqKpr9yWqK8

[@harishkumars3209]

@@ArchitectureBytes yeah but current feature works with agent chatbot but I need to get responses directly from knowledge base.. when it comes to Lex I can only use s3 file as knowledge base but I need to use CRM

[@ArchitectureBytes]

Well, you could dump data from CRM into S3 bucket - and let knowledge base use that as data source.

[@harishkumars3209]

@@ArchitectureBytes thank you so much, I will try

[@ArchitectureBytes]

@@harishkumars3209 And - you can mix and match. One intent in Lex could use Knowledge Base (via the built-in Intent - AmazonQnAintent - Gen AI), while another intent could use Lambda function (to directly query CRM or any other service - for latest information).

[@abduallahmustafa1029]

I have five quota of phone numbers, but I am unable to assign because of region where I can find which. region gives me 5 phone number.

[@ArchitectureBytes]

Hey... your question is not clear to me. Are you facing the problem when trying to Claim a Phone Number at 32:10? Why do you need 5 numbers instead of one? Will each of them lead to a different flow?

[@misterschandu1801]

Do you have full video.. so i can purchase

[@ArchitectureBytes]

This is the full video.

[@ikreddy5683]

In my aws account amazon connect is not working could u plz help in creating new aws account in which i can use amazon connect from india

[@ArchitectureBytes]

You likely have an amazon account administered by AISPL - Amazon Connect is not available for these accounts at present. So, please create a non-AISPL AWS account (by specifying a different address for eg. in USA.) You can also open a support ticket with AWS support for any queries.

[@ikreddy5683]

@@ArchitectureBytes What are the different ways to integrate Amazon Connect with other AWS services?

[@ArchitectureBytes]

@@ikreddy5683 Here are some ways: 1. You can invoke a Lambda function in your contact flow 26:30. And from your lambda function you can invoke any other AWS Service as usual. 2. Enable Data Streaming for your instance (On Amazon Connect console > instances page > select instance alias). Here you can send contact/agent/customer events to Kinesis for real-time analysis.

[@rajubhovi5884]

How can i test it by making call... Which website did you used sir?

[@ArchitectureBytes]

Skype

[@rajubhovi5884]

@@ArchitectureBytes1. it's not free..we have to pay for it right? Sir.. I tried so😊 2. And also is their any video based on outbound calls

[@ArchitectureBytes]

1. Yes, it's not free. You could call from you mobile too - which may not be free too. 2. Don't have a separate video for outbound calls. However here are some pointers: Outbound calls could be Campaigns(automatic scheduled dialing) or a manual dial by the agent. Your Contact Flow would be of 'Outbound Whisper Flow' type. Enable Outgoing Calls: Under Configure telephony options > choose Allow outgoing calls.

[@rajubhovi5884]

Hi sir, I configured the flows and did everything as you mentioned. But I'm facing an issue like When agents accepted call on that time automatically agents able see that call as missed call.. In screen and not able communicate with customers. Will you pls suggest what will be the cause for this..?. . Making a call from my indian number and able to hear the prompts but after agent accepted call immediately it's showing as missed call for agent but customer call still hear the ringing tone..

[@ArchitectureBytes]

@@rajubhovi5884 ​ Try calling from Skype once. You can also: Enable Contact Flow Logs. Add 'Set Logging Behavior' block in your contact flow. Check the logs in Amazon CloudWatch Logs .

[@amitpatel-rl4lk]

Hi Sir i want to know how much total cost it will be charge for build this Call Center Architecture. it's urgent sir please reply

[@ArchitectureBytes]

Please see pricing info here: aws.amazon.com/connect/pricing/

[@amitpatel-rl4lk]

Actually my question is little bit different, In my task when user will call to inbound phone number so first check in dhnamodb user is registered or not if user is new so ask to enter your I'd and store that Id in dhnamodb and then play prompt like for sales press 1and support press 2 When user is already registered so dairect ask for sales press 1 and for support press 2

[@ArchitectureBytes]

@@amitpatel-rl4lk You can invoke a Lambda function in your flow - to query/save data in DynamoDB database. Pls see 26:30 onwards.

[@amitpatel-rl4lk]

Thank you sir

[@alvaroramirez5875]

Great Video explaining the different modules for AMAZON CONNECT. Need to translate to Spanish language. Please contact me

[@ariefali5168]

Sir, I need your assistance in order to complete an application. So, Could you please drop your email id so that I can connect with you and can explain about my application. Please help.

[@ArchitectureBytes]

Hi, it will be better explain/ask your question here. Happy to answer any queries.

[@ariefali5168]

@@ArchitectureBytes Thank you sir, Actually I have designed a project using Amazon connect. I would like to know the feasibility of that application from you.

[@ArchitectureBytes]

Sure, you can explain it briefly here, with any questions.

[@ariefali5168]

@@ArchitectureBytes Sir, I need to connect services like s3, lambda, dynamoDB with amazon connect.

[@ariefali5168]

@@ArchitectureBytes And also the sms should be generated after the call with a unique ID. Can Amazon connect automatically store the phone number of person dailed in the s3.