February 2019 Archives

Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after hours call handler” makes use of several options:

• Send Caller to Voice Mail or Message Center
• Send a Text Alert to an on call team member

The text notification step requires some additional AWS services including PinPoint, SNS and Lambda functions. For this option to work, you will need to setup an SNS topic and make use of PinPoint to get a phone number to associate with the call block.

In the above call flow block, we invoke the lambda function when the caller selects that they want a call back from the on call team member.

Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating deployments quickly. Generally we divide Contact flows up into manageable contact flows that compartmentalize call handling. For example we generally create a MainGreeting, QueueHandling and After hours Call Handling call flow and these three basic contact flow blocks provide some very powerful options!

Generally, we attach the incoming phone number to the MainGreeting Contact flow.