How do I temporarily turn off call recording for security in Amazon Connect when a customer enters sensitive information?

Last updated: 2021-12-13

I want to record calls coming into my Amazon Connect contact center, but turn off recording while my customers are entering sensitive information. How do I set that up?

Short description

Create a Transfer to queue contact flow using the Sample secure input with agent sample contact flow. Then, create a quick connect to transfer contacts to this flow.

The sample contact flow uses Hold customer or agent contact blocks to do the following:

  • Put the agent on hold while turning off call recording as the customer enters their information.
  • Conference the customer and agent while turning call recording back on and continuing the call.

Resolution

Note: Call recording is activated by default when creating a new Amazon Connect instance. If call recording isn't currently activated in your instance, then activate call recording by following the instructions in Update instance settings.

Set up recording behavior in a contact flow

1.    Log in to your Amazon Connect instance using your access URL (https://alias.awsapps.com/connect/login -or- https://alias.my.connect.aws)

Important: You must log in as a user that has Edit and Create permissions for quick connects. For more information, see Security profiles.

2.    If you haven't done so already, add a Set recording behavior block to a contact flow that handles contacts that you want to monitor. For more information and instructions, see Set up recording behavior.

Create a Transfer to queue contact flow

1.    In the left navigation bar, pause on Routing. Then, choose Contact flows.

2.    Under Contact flows, choose Sample secure input with agent. The contact flow designer opens.

3.    In the contact flow designer, next to Save, choose the arrow icon, and then choose Save as.
Note: This option saves your new contact flow as a copy instead of overwriting the sample.

4.    In the Save as window, enter a New name and Description for your contact flow.

5.    Choose Save as.

For more information, see Sample contact flows.

Configure the audio prompt and customer input encryption settings

1.    Choose the block title of the Store customer input block. The block's settings menu opens.

2.    Under Prompt, specify the audio prompt that you want your customers to hear before entering their information. For more information, see Create prompts.

3.    Under Customer input, choose and configure a type of Custom input or Phone number format.
Note: If you choose Custom input, keep the Encrypt entry (recommended) check box selected and configure encryption. For more information, see Encrypt customer input.

4.    Choose Save.

Name the contact attribute for the stored customer input

1.    Choose the block title of the Set contact attributes block. The block's settings menu opens.

2.    Under Attribute to save, choose Use attribute.

3.    For Destination key, enter a name to use as a reference to the attribute.
Note: Keep the same settings for Type (System) and Attribute (Stored customer input).

4.    Choose Save. The block's settings menu closes.

5.    Choose Save to save a draft of the flow.

6.    Choose Publish to activate the flow immediately.

Create and activate a Queue quick connect

1.    Create a queue quick connect by following the instructions in Create quick connects. While you're creating the quick connect, do the following:
For the Destination, choose any queue (the contact doesn't enter the queue).
For Contact flow, choose the Transfer to queue contact flow that you created.

2.    Add the quick connect to the queues used in your contact flows by following the instructions in Allow agents to see quick connects.

3.    Confirm that the queues that include your quick connect are in a routing profile assigned to the agents who will use the quick connect. For more information, see Set up routing.

For more information, see How do I allow agents in my Amazon Connect contact center to transfer contacts using the CCP? Also, Set up contact transfers.

Test the setup

During an incoming call to an agent, have the agent use the quick connect that you created to start secure entry for the caller. Call recording is turned off automatically during the caller's data entry. Then, call recording is turned back on afterward so that the agent and caller can continue their recorded conversation.

To confirm that the setup worked as expected, review the recording stored in Amazon Simple Storage Service (Amazon S3).


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