Amazon Connect
Integration key: amazon-connect
For customers running Amazon Connect. CallingEdge dispatches into your contact flows, hands warm transfers to your queues and flows, writes wrap-up attributes, and receives real-time events via a small bridge Lambda we provide on the Contact Trace Record stream.
What you get
Section titled “What you get”- Outbound calls dispatched into the contact flow you choose
- Inbound calls answered by AI on the queues you choose
- Blind transfer to a queue or transfer flow
- Wrap-up with disposition attributes
- Attached context (campaign, contact, intent, merge fields) as contact attributes
- Real-time webhook stream via the bridge Lambda
- Recording, transcript
What we need from you
Section titled “What we need from you”| Item | What it is |
|---|---|
| Connect instance ID | Your Amazon Connect instance |
| Contact flow ID(s) | The flow we dispatch into for outbound; transfer flow for handoffs |
| Default queue ID | Optional, used if not specified per call |
| IAM access | An IAM user or cross-account role with AmazonConnect_FullAccess scoped to your instance ARN |
| Kinesis CTR stream | Connect configured to stream Contact Trace Records to a Kinesis stream we can subscribe a Lambda to |
| Webhook URL | Where you want us to POST normalized events |
Setup at a glance
Section titled “Setup at a glance”- In the Amazon Connect console, create or identify the outbound + transfer contact flows.
- Create the IAM principal we will use, send credentials through the secure intake.
- Enable CTR streaming to Kinesis and let us know the stream ARN.
- We deploy the bridge Lambda and confirm health.
- You start placing test calls.
Limitations
Section titled “Limitations”- DTMF passthrough to your apps is not yet surfaced.
- Transfer destination accepted as either a queue ARN (when prefixed
arn:) or a flow target.