What does this AWS Solutions Implementation do?

This solution improves the customer experience and saves time by providing automated voicemail capabilities for Amazon Connect. Customers can now call in to a call center and leave a voicemail for an agent, and the voicemail recordings and transcripts are delivered to agents through SMS and email.

Benefits

Integration with Amazon Transcribe

Along with recordings, agents can receive transcriptions of messages performed using Amazon Transcribe.

SMS and email transcript delivery

Agents can receive voicemails via SMS messages with embedded playback links, email messages with attachments, or both.

Visual interface for administration

Administrators and managers can use a graphical user interface to manage users and settings.

AWS Solutions Implementation overview

The diagram below presents the serverless architecture you can automatically deploy using the solution's implementation guide and the accompanying AWS CloudFormation template.

Voicemail for Amazon Connect | Architecture Diagram
 Click to enlarge

Voicemail for Amazon Connect solution architecture

The AWS CloudFormation template configures a serverless architecture that includes Amazon Kinesis Data Streams that Amazon Connect uses to stream contact trace record (CTR) events. The CTRs that Amazon Connect emits help determine the start and end time of each audio recording waiting to be processed. It uses an AWS Lambda function for CTR events that pass through Kinesis Data Streams. The Lambda function checks the configured transcript preferences in the voicemail system and initiates a transcript job using the Amazon Kinesis Video Streams data provided by the CTR.

The template includes three Amazon DynamoDB tables: a DynamoDB table that stores agent extensions and voicemail delivery preferences; a DynamoDB table that stores the global configuration options, including encryption, transcription, and approved countries for SMS notifications; and a DynamoDB table that stores the timestamp, transcription metadata, storage location, and transcribe job status for the recordings. It stores recordings in an Amazon S3 bucket.

The template uses an AWS Lambda function invoked by transcription-ready Amazon EventBridge (Amazon CloudWatch Events) events. The Lambda function uses the events provided by the transcribe service, IN_PROGRESS | COMPLETED, to deliver transcripts and audio recordings to agents. Another AWS Lambda function is invoked by DynamoDB events to deliver transcripts and recordings based on agent delivery preferences. This Lambda function creates a presigned URL using an AWS Identity and Access Management (IAM) user role, which was automatically generated by the AWS CloudFormation template and the Signature Version 4 signing process. AWS Secrets Manager stores the IAM user credentials–the access key and secret access key. Both keys are used together to create the presigned URL.

The template creates and deploys the Voicemail for Amazon Connect Management Portal.

Voicemail for Amazon Connect

Version 1.0.2
Last updated: 09/2020
Author: AWS

Estimated deployment time: 30 min

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