Configure Amazon Connect Call Center - Chapter 5 Estimated Wait Time

To get started quickly we used AWS Default and Sample Contact Flows. This video looks at modifying Contact Flows to enrich the experience callers may have when in Queue waiting for the next available Agent. This includes an attempt at estimating wait time and offering bail out options that include a call back!
Table of Contents:
02:02 - Default Queue Options - Samples
03:41 - Enhance Sample Queue Customer
03:47 -
03:49 - Enhance Sample Queue Customer

[@nitinkulkarni5438]

This tutorial video series is just superb. Its very well explained and i was able to configure contact center for testing.

[@toe44]

Hey, great video. It seems more recently loop prompts arent avaialbe. How would you do it without

[@kareemdawes3836]

Hi, following this series to setup but you explained in detail the flows for step one and two, why did you rush through this one? I’m trying to follow exactly how you have done it until I understand completely.

[@drvoip]

Mail [e-mail] and I will answer as time allows. Optionally open a ticket at DrVoIP.com/Support

[@Sam-wp2zh]

Great video, it would be nice to download the scripts you are using in this demo

[@parkbum7141]

So my Loop keeps restarting the music. How would I pause the music, insert a message, and then continue the music where it left off?

[@curryandapint]

Great video - how would you get a Play Prompt to say "You are 10th in the queue" (or whatever position they are?). I've played around with a load of options and the closest I can get is 3 Play Prompts - one to say "You are in position" the next to Queue Metrics Attibute 'Contacts in queue' (which says the number) then a third prompt "in the queue".

[@carlosotal]

Hi I hope you are doing great! Did you ever solve this?

[@katierose5683]

Hi, This is an awesome tutorial. Is there a transferring option for agent? Let's say the caller accidentally choose the wrong option and they need the agent to transfer them the correct queue.. Please advise!

[@rjnayak98]

Use Quick connect.

[@aryasumit]

Hi Step3 contact flow editor is not completely visible. Can you pls share it.

[@chiragkamboj4307]

Hi, Not sure if I am not able to see in free tier version but I am unable to see "Loop Prompt" under the Contact Flow. Kindly advise and help.

[@drvoip]

there are different type of contact flows, each type will offer different options in the contact flow menu. Did you create a customer queue flow? That is what you would need to find the loop prompt.

[@shabnammemon5910]

can you please upload more video for the same? Or is there any way I can contact you to learn more about connect? Please do the needful.

[@alexles4357]

Great Tutorial. After this tutorial, I have configured a call center system with Amazon Connect. It was designed to capture the name of the caller if, when check against the CRM system that it is connected to, does not exist. The problem with the way it is designed, if the response is not understood then a loop will occur in the system and it will not proceed to the next step, it may even hang up on the person. I will like this corrected; I would like the flow to check the CRM system to see if it can identify the caller but if it can't let the response be normal (meaning it should go straight to the welcome response. If it checks the CRM system and it identifies the caller, then it should says welcome back, "caller's name", where the caller's name will be inserted and then the welcome response. How can I solve this problem. I appreciate if anyone help me with this problem.

[@drvoip]

please see the update for 2020

[@hendersister1142]

Hello, I get this error in my first number, do you know why? You have reached the limit of phone numbers. To increase the limit, contact support.

[@drvoip]

To limit fraud, your account has many “soft limits” including the number of simultaneous calls (10) and number of phone numbers. There a more that you should check contact AWS support and make request to increase limits.

[@hendersister1142]

@@drvoip I already left a case to see what they say, but I have not requested any number until now... let's see if they help me thanks