Amazon Connect Tutorials | Part 12 | Contact Flows - Creating your first IVR

in this video we'll discuss about contact flows and how to create them as mentioned in the earlier videos a contact flow defines the customers experience with your contact center from the start to finish in order to create a contact flow go to routing and click contact flows now here you can see a lot of sample contact flows that came with this Amazon Connect instance you can use these to learn how to create your own contact flows the description will give you a high-level overview of each of these flows there are various types of contact flows in amazon connect and we look at these types in the next video but for now let's go ahead and build a simple contact flow and see how it works so I will click this button create contact flow and this will launch the contact flow designer now here you can give a name for the contact flow so I will give it as Bizzy ping inbound flow and if I click the show additional flow information you can give a description here now here you can see there are five categories interact set branch integrate and terminate or transfer and if you expand each of these categories you can see there are several activities which are called contact blocks and as the name suggests these will form the building blocks of our contact flow the start block or the entry point is a starting block of the contact flow and when a customer calls the phone number this is where the call starts so let's add a welcome message to greet our customer by using this play prompt block you can do this by simply clicking on it and holding down your mouse button drag and drop into the canvas now I'll click on the exit point of the start block and drag and drop it into the entry point of the play prompt block then I'll click on this blue title bar and it will open the properties of this block there are two types of prompts you can use an audio file or the text-to-speech engine and for both these options you can either have a static message which will be the exact same message for all the calls or a dynamic message where you can customize the prompt depending on various attributes for example instead of saying thank you for calling busy ping broadband services you can customize it to say hello John thank you for calling visiting broadband services this can be done by identifying the customers phone number and looking upon a database to retrieve the name we will go through those advanced topics in the later videos but for now I will simply use a static working message which is thank you for calling busy ping broadband services next I want to ask the customer to press one for sales two for customer service and three for technical support so for that I'll drag and drop this get customer input block and connect the play prompt to this you can see it already has three options timeout default and error if the customer doesn't press any button before the timeout value then we'll take the timeout path if the customer presses any button other than what we will configure here which are options one two and three then it'll take the default path and finally for any other errors it will take the error path now let's add our three options option 1 2 & 3 so I'll open the properties by clicking the title bar of this block and I'll again select text-to-speech and say please press 1 for sales 2 for customer service and 3 for technical support then if I scroll down you'll see DTMF and Amazon legs Amazon Lex is a chatbot builder which we can use to build an IVR that can understand the human language rather than pressing the buttons on the phone but we will look into those advanced topics in the later videos for now we will go with the regular DTM of option so I'll click add another condition and type 1 similarly for options 2 & 3 the timeout is by default set to 5 seconds so if the customer doesn't press any button within 5 seconds it'll timeout and take the timeout pad I'll leave that to 5 seconds for now and click Save now we have the three options we need next we need to transfer the call to the appropriate queues so if you scroll down to the bottom and expand terminate and transfer you will see the option transfer to queue I'll drag and drop it into the canvas and if you open the properties you will see transfer to queue and transfer to callback you but you don't see an option to select which queue you want to transfer to insert it says when you use transfer to queue you must use a set working queue blog to set the active cube before this block so we need to first set the working cube before this transfer to queue block otherwise it will error out and take the error path so if I scroll up under the set category you can see the set working queue I'll drag and drop it here open the properties select the sales queue and click Save similarly I will drop two more set working queue blocks one for customer service and another one for technical support you I'll now connect the three options pressed 1 press 2 and press 3 to the set working cube blocks and now let me just zoom this out a little bit so we get some more space to work alright next we can connect the sexist endpoints of all the three set working cube blocks to the transfer to cube block but if you remember we set the hours of operations for customer service and sales queue as 9:00 a.m. to 5:00 p.m. so if someone calls after that time it will error out in order to handle that we need to put a condition to check if the particular queue is within the hours of operation or not before that transfer to queue block so if I scroll down to the branch category you can see check hours of operation I'll drag and drop this into the canvas and this block will check if the current working queue is within the hours of operation or not and if it is within the hours it'll take the in hours exit point and if it is out of hours it'll take the out of hours exit point so I'll connect the success points to this now you might be wondering why we need to check the hours of operations for technical support as it is anyway 24/7 well it's not required at this point but let's say in the future if you change your hours of operation then you may need to come back and change this so it is always a good practice to maintain a standard approach all right now let's connect the in hours exit point to the transfer to queue block finally we need to handle all these open exit points like timeout default error and out of hours so let's connect them to few play prompt blocks so that the customer will hear an error message so I will drag and drop a play prompt block properties select text-to-speech and I'll type sorry an error occurred this call is being disconnected please call back later and I'll click Save then I'll connect all the error points to display prompt I'll also connect that timeout point to the same play prompt next I'll drop another play front block open the properties text-to-speech and I'll type the message sorry that is an invalid option and click Save I'll connect the default exit point to this play prompt and connect this play prompt back to the get customer input block now what will happen is if the customer presses any button other than one two or three he or she will first hear the message sorry that is an invalid option and then hear the message please press 1 for sales two for customer service and three for technical support now this will go on in an infinite loop in the later videos I'll show you how to restrict that to two or three times and then error out then we have out of hours so I'll add another play prompt open properties select text-to-speech and here I'll say sorry we are closed now please call back during our working hours and click Save then connect this out-of-hours to this play prompt then finally we have this at capacity point if you remember when we created the queue there was an option to set a limit for the queue so if we would have set the limit and if that got exceeded the call flow would have taken the at capacity path so we will place a message like sorry all our agents are busy please call back later so we'll add one more play prompt and configure this message you and I'll connect this at capacity and point to this play prompt and the last tip is to disconnect the call after one of these messages is played so I'll scroll down to the bottom and drag and drop disconnect or hang a block and connect all the play prompt blocks to this all right so everything looks good I'll click Save and click publish that's are you sure you want to publish yes and if I go back to the contact flows I can see this new contact flow here next we need to assign this contact flow to our phone number so I'll go to routing phone numbers and I'll click the phone number and from this drop-down I'll select busy ping inbound flow and click Save all right now let's test this let's go back to our user management page and find an agent all right we will use this Jason Walker's account to login as a technical support agent so I'll open an incognito window and a login with jason Walker's account I'll set the status to available now I'll call from my mobile and select option 3 for technical support I'll put my phone on speaker so you will be able to hear the call thank you for calling busy paying broadband services please press 1 for sales 2 for customer service and 3 for technical support thank you for calling your call is very important to us and will be answered in the order it was received ok the call has come through but I'll hang up the phone for now alright so we have successfully built our first IVR you might have noticed that after I pressed option 3 for technical support and while the call was ringing on the agents off phone it played this message thank you for your call your call is very important to us and will be answered in the order of receiving and then the whole music was going on we did not configure that message and the whole music so how did that get played well that's what we are going to discuss the next video the various types of contact flows

Channel: Busy Ping

Views: 9,814

Keywords: Amazon Connect tutorials, Amazon Connect contact flows, Amazon Connect IVR, AWS tutorials

Id: ujnzVO8Kbnw

Length: 12min 8sec (728 seconds)

Published: Tue Apr 14 2020