Posted On: May 28, 2019

You can now use telephony metadata from phone calls to obtain additional information about the source of the caller. Today, a caller can hide or mask the identity of their phone number by pressing special codes such *67 before dialing a contact center. Telephony metadata provides additional information from telephony carriers that help identify the source of the call.

Previously the only telephony metadata available in Amazon Connect was the Caller-ID field displayed as the source number. Now, you can compare the Caller-ID information with additional telephony metadata to decide on how to route the caller. For example, if a caller is masking their phone number, they can be routed to a contact flow that provides greater security or an agent that specializes in authentication.

To learn more, see Telephony Call Metadata Attributes in the Amazon Connect User Guide. Telephony Call Metadata is available in all AWS regions where Amazon Connect is offered. There is no additional charge, beyond standard pricing for service usage, and associated telephony rates. To learn more about Amazon Connect, please visit the Amazon Connect website.