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

Last updated: 2020-02-03

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

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 blocks to:

  • Put the agent on hold, disabling call recording while the customer enters their information.
  • Conference the customer and agent, re-enabling call recording and continuing the call.

Resolution

Note: Call recording is enabled by default when creating a new Amazon Connect instance. If call recording isn't currently enabled in your instance, see Update Instance Settings for steps to enable it.

Set up recording behavior in a contact flow

If you haven't already done so, add a Set call 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.

Important: To create and edit contact flows, you must log in to your Amazon Connect instance as a user who has sufficient permissions in their security profile.

Create a Transfer to queue contact flow

  1. In the left navigation bar, pause on Routing, and then choose Contact flows.
  2. Under Contact flows, choose Sample secure input with agent.
  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 dialog, 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 settings menu for the block 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.
  5. Save and Publish the contact flow.

Create a quick connect to your contact flow

  1. In the left navigation bar, pause on Routing, and then choose Quick connects.
  2. Choose Add new.
  3. Do the following:
    Enter a Name.
    For Type, choose Queue.
    For Destination, choose any queue. For example, BasicQueue.
    Note: The destination queue that you choose doesn't matter. The contact flow ends before the customer can leave the contact flow and enter the queue.
    For Contact flow, choose the name of the Transfer to queue contact flow that you created.
    (Optional) Enter a Description.
  4. Choose Save.

For more information, see How do I create and enable quick connects in Amazon Connect? and Set Up Contact Transfers.

Enable the quick connect

Note: For agents to see the quick connect that you created, that quick connect must be enabled in a queue that's in their routing profile. For more information, see Set Up Routing.

  1. In the left navigation bar, pause on Routing, and then choose Queues.
  2. Choose the name of a queue.
  3. On the Edit queue page, under Quick connects (optional), search for your quick connect.
  4. Choose your quick connect from the search results.
  5. Choose Save.

For more information, see How do I create and enable quick connects in Amazon Connect? and 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 disabled automatically during the caller's data entry, and is re-enabled afterward so that the agent and caller can continue their recorded conversation.

After the call, confirm that recording was disabled and re-enabled as expected by reviewing the recording stored in Amazon Simple Storage Service (Amazon S3).


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