Integrations
Amazon Connect
How your agents work alongside Amazon Connect, taking the calls your contact flows send them and transferring back into your queues with a written brief.
On this page
If your contact centre runs on Amazon Connect, your agents work alongside it. Your contact flows (the call logic your team builds in Amazon Connect) keep deciding where each call goes. You choose which calls reach the agent, and calls that need a person come back into your Amazon Connect queues with a written brief. Your Amazon Connect reporting stays in place.
The connection to your platform is configured during implementation, around your existing set-up. Nothing in your platform changes until your team makes the routing change.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take chosen calls | Your contact flows send the branches, queues or hours you choose to the agent | Booking changes on a hotel group's reservations line |
| Transfer into your queues | Calls that need a person go back to the Amazon Connect queue you set | A guest with a billing dispute passed to the accounts queue |
| Deliver the brief | The person taking the call sees who the caller is, what they asked, what has been established and what is outstanding | Your colleague answers already holding the reservation |
| Take overflow | Calls route to the agent when a queue passes a threshold you set, configured during implementation | Friday evenings in the summer |
| Keep the record complete | Conversations your team handles in Amazon Connect can also be captured into the customer record, configured during implementation | The agent knows what your colleague arranged yesterday |
How it connects
Calls pass between Amazon Connect and the Telonic SIP endpoint in your chosen region over SIP (the standard protocol business phone systems use to set up and connect calls). Your contact flows decide which calls take that route. How the SIP route is set up depends on how your Amazon Connect instance and telephony are configured, and is agreed with your team during implementation.
When the agent hands a call back, it transfers it into the queue you set. A conversation reference travels with the call, carried in a SIP header (a field of information that travels with the call), so the brief can be shown to the colleague who answers. How the brief appears in their workspace is agreed during implementation.
Your Amazon Connect instance stays in the AWS (Amazon Web Services) region you run it in. Your Telonic deployment runs in the region you chose for it. See Hosting and data residency.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Transfers | SIP REFER (an instruction that hands the call back to your platform to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first |
| Brief delivery | Conversation reference in a SIP header, used to present the brief |
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Receive calls from chosen routes | Inbound calls | Only the branches your contact flows send |
| Transfer into named queues | Handover to your team | Only the queues you list |
| Pass the brief with the call | Your team sees the context | On for every transfer |
| Receive records of calls your team handles | A complete customer record | Not granted unless you choose it |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Qamar Stays runs reservations for its Riyadh and Jeddah hotels on Amazon Connect.
- The team adds a branch to its reservations contact flow: callers who say they want to change a booking go to the agent.
- Tariq calls to move his stay a week later. The agent finds his reservation, confirms the new dates are available at his booked rate, and changes it.
- He then disputes a minibar charge from his last stay. Billing disputes belong to the accounts team, so the agent transfers him into that queue.
- The accounts colleague sees the brief and the reservation, and resolves the charge.
What your team controls
- Which contact flow branches and hours route to the agent.
- The queue each kind of transfer goes to.
- Whether calls your team handles are captured into the customer record.
Related
- Contact centre platformsIntegrations
- Voice: connecting your telephony over SIPChannels
- Handover to your teamAgents
- Hosting and data residencySecurity and data protection
- PermissionsIntegrations
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