This post is the first in a series on Amazon Connect. What is Amazon Connect? It is a service from AWS that replicates the essential features of a PBX phone system using VOIP architecture. It is a remarkably powerful system that permits Administrators to create phone numbers in a variety of formats very quickly. Flows control the UX of inbound callers and have extensive customization options.
What we like about Amazon Connect is the ability to provision a new business phone number quickly and have that number be integrated with the inbound answering system. AWS deploys a standalone website experience for Connect users that permits Administrators to issue credentials for agents with granular routing control.
One shortcoming is the lack of voicemail features included in the basic deployment. The CCP has many features but the lack of voicemail creates serious challenges when attempting to use Amazon Connect as a standalone business phone number. California Vision’s current phone number – (818) 453-6758 – demonstrates the Text-To-Transcription feature by using a computer-generated voice to read a script in the chat flow. The voicemail architecture that I have set up delivers all voicemails to the specified agent via SMS. Voicemail recordings may also be accessed via the S3 bucket in which they are stored.
Voicemail for Amazon Connect Solutions Architecture:
https://aws.amazon.com/solutions/implementations/voicemail-for-amazon-connect/
GO TO THIS GitHub page and download the file with updated CloudFormation templates that account for recent S3 changes! Your CF deployment will fail if you miss this step:
https://github.com/amazon-connect/voicemail-for-amazon-connect
#amazonconnect #pbx #voip #businessphone