AWS Explains Caller ID Configuration for Amazon Connect Outbound and Transfer Calls
AWS provides detailed guidance on configuring outbound caller ID within Amazon Connect to ensure successful call delivery and enhance recipient trust. The article clarifies how caller ID is selected for both direct outbound dialing and agent-initiated transfers, highlighting critical configuration steps and common pitfalls. It explains how to dynamically override caller ID for direct calls using outbound whisper flows and provides a flow-based transfer solution for agent-initiated transfers to set local caller IDs. This information is crucial for Amazon Connect administrators and contact center managers to optimize call answer rates and avoid blocked calls.
- →Emphasizing Valid Caller ID for Amazon Connect
- →Caller ID Selection for Direct Outbound Calls
- →Caller ID Behavior for Agent-Initiated Transfers
- →Implementing Flow-Based Transfers for Dynamic Caller ID
Notes (4) ›
- Emphasizing Valid Caller ID for Amazon Connect
The article highlights the necessity of a valid outbound caller ID in Amazon Connect for successful call delivery and recipient trust, noting that anonymous calls are often ignored or blocked. It stresses configuring caller ID for all queues, including inbound ones used for transfers, to prevent calls from being blocked.
- Caller ID Selection for Direct Outbound Calls
For direct outbound calls initiated via the Contact Control Panel (CCP), Amazon Connect sources the caller ID from the agent's routing profile's default outbound queue. This caller ID can be dynamically overridden using an outbound whisper flow with a 'call phone number' block, allowing for destination-specific caller IDs (e.g., local numbers).
- Caller ID Behavior for Agent-Initiated Transfers
When an agent initiates a transfer while on an active call, the caller ID is sourced from the inbound queue that originally received the call, not the outbound queue. If this inbound queue lacks a valid outbound caller ID, the transfer will fail, and outbound whisper flows cannot override this behavior.
- Implementing Flow-Based Transfers for Dynamic Caller ID
To set appropriate local caller IDs during agent-initiated transfers, the article recommends using a transfer to queue flow with a 'transfer to phone number' block. This approach allows administrators to configure specific caller IDs based on the transfer destination, with options for managing multiple destinations via Amazon Lex intents or DynamoDB lookups.
https://aws.amazon.com/blogs/contact-center/ensure-outbound-and-transfer-call-delivery-by-configuring-caller-id-in-amazon-connect/
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