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Calling using amazon chime6/10/2023 ![]() ![]() After payment was received, post the status back to our Lambda function by calling UpdateSipMediaApplicationCall and hangup the payment processor call, or optionally just wait on the payment processor to hangup on this leg.If payment was required bridge the call to the third party payment processor (via SIP or the PSTN.Determine if payment is required based on the customer record.Look up the customer record based on caller ID in a RDS instance.Using the SIP Media Application feature in the SDK, we built a simple Lambda function that performed the following steps: We wanted to quickly prototype an example, so we simulated the third party payment processor with an Amazon Connect instance. Our solution used a number of the concepts presented in our recent call routing blog. It was also important to them that the RDS database containing their customer data could not be accessible outside of their VPC.Ĭurtis Hartmann, Court Schuett, and I brainstormed on how to achieve this call flow. As payment and customer data was involved in their workflow, they were happy that the Amazon Chime SDK is PCI certified. The company had a strategic requirement to build new services using AWS.Īdditionally, due to PCI and FedRAMP Moderate compliance requirements, they wanted to use Voice Connector, a part of the Amazon Chime SDK, to provide them with PSTN connectivity. But the customer urgently needed to implement this dynamic call routing requirement, as the routing platform that used to do this work was on-premises and was no longer supported by a third party vendor. Over time, they also wanted to migrate from Nuance to Lex, as well, but had competing business priorities. While we initially suggested they move to Amazon Connect, the company was not interested in migrating their contact center at the time due to business constraints. As this is an interesting enterprise calling scenario, I wanted to share how we solved the customer's problem. This on-premises contact center was a combination of Avaya and Microsoft Teams. If payment was successfully received from the customer, but the customer required additional assistance, or if the customer failed to pay their invoice, the customer needed to further route the call to an on-premises contact center with SIP. Based on the customer record, if the customer was past due on their account, they wanted to route the caller to a third party interactive voice response (IVR) system with the Session Initiation Protocol (SIP). The service would first use the customer's caller ID to look up a customer record in RDS. When their customer called the number, they needed a service to dynamically route the call based on customer data. The customer wanted to provide a telephone number to their customers. The use case was simple, yet powerful, and I could not wait to share it with you. ![]() The call routing rules were based on a Microsoft SQL Server database stored in RDS. The customer had a unique use case that required dynamic call routing on the PSTN. About a week ago, I had an exciting customer call. I want to share an exciting customer workload that my colleagues and I worked on. These Lambdas can be isolated to a VPC, ensuring that sensitive customer data never leaves your AWS account or VPC. Rather builders just need to know how to write a Lambda in Python or JavaScript and they can dynamically route calls based on business logic that delivers an ideal customer experience. Builders are not required to understand the intricacies of SIP, the public telephone network, or arcane communication platforms provided by old guard communication platform vendors. There is no capital expenditures or complicated equipment to setup. Builders pay by the minute to use our programmable telephony APIs ( SIP Media Application). Customers can build intelligent routing and menus on Voice Connector by creating a SIP Media Application with Lambda. ![]() ![]() Voice Connector provides connectivity to the public telephone network. The SDK enables a broader set of communication workloads, including the PSTN with Voice Connector. With customers like Blackboard, Slack, and Salesforce, it is easy to assume the Amazon Chime SDK is about building WebRTC based audio and video apps. ![]()
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