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

Last updated: 2019-04-15

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

Short Description

Create a Transfer to queue contact flow using the Sample secure input with agent template. This contact flow:

  • Disables call recording.
  • Places the agent on hold while the customer enters their information.
  • Re-enables call recording, and then conferences the customer and agent to continue the call.

Whenever your agents need to disable recording for a customer, have them use a quick connect to transfer the customer to the contact flow. See these instructions for how to set it all up.

Resolution

If you haven't already done so, update the Call recordings settings for your Amazon Connect instance to enable call recording. When you update the settings, you also choose an Amazon Simple Storage Service (Amazon S3) bucket to store recordings.

Note: You can also update Call recordings settings when creating a new Amazon Connect instance. During configuration, on the Data storage page, choose Customize settings.

Add a Set call recording behavior block to a contact flow

  1. In the Amazon Connect console, under Access URL, choose the access URL for your instance.
  2. Log in to your instance using the administrator account created during instance creation.
  3. In the left navigation bar, pause on Routing, and then choose Contact flows.
  4. Under Contact flows, identify a contact flow that handles customer contacts that you want to record. Choose the Name of the contact flow.
  5. In the Contact flow designer, choose Set, and then drag and drop a Set call recording behavior block somewhere onto the canvas.
  6. Connect the block to the contact flow. For more information about connecting blocks, see Creating Contact Flows.
  7. Choose the block title (Set call recording behavior). The block's settings menu opens.
  8. Under Record:, choose Agent and Customer, and then choose Save.
  9. Next to Save, choose the arrow icon, and then choose Save & Publish.

Note: Call recording begins only when the customer and agent are connected. Recording continues until the end of the call, the call is transferred to an external number, or call recording is disabled using a Set call recording behavior block in another contact flow.

Create a Transfer to queue contact flow

  1. In the Amazon Connect dashboard for your instance, 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 contact flow, in case you need to refer to the sample again.
  4. In the Save as dialog, enter a New name and Description for your contact flow.
  5. Choose Save as.

For more information, see Understanding 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, choose the audio prompt you want your customers to hear before entering their information. For more information about prompts, see Creating 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. For more information on security and setting up encryption, see Security Keys and the discussion forums for Amazon Connect.
  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.

In the Contact flow designer, next to Save, choose the arrow icon, and then choose Save & Publish.

Create a quick connect to your contact flow

  1. In the Amazon Connect dashboard for your instance, pause on Routing, and then choose Quick connects.
  2. Choose Add new.
  3. Do the following:
    Enter a name and description.
    For Type, choose Queue.
    For Destination, choose any queue. For example, BasicQueue.
    For Contact flow, choose the name of the Transfer to queue contact flow you created.
    Note: The destination queue you choose doesn't matter—the contact flow ends before the customer can leave the contact flow and enter the queue.
  4. Choose Save.

Test the setup

Test your setup during an incoming call to an agent. Have the agent use the quick connect you created to start secure entry for the caller. Call recording should pause automatically during the caller's data entry, and then resume afterward so the agent and caller can continue their recorded conversation.

After the call, confirm that recording paused and resumed as expected by reviewing the audio of the recording stored in Amazon S3.