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Configure Custom Caller ID by Queue within a Default Outbound Whisper Flow

When using Amazon Connect, at the beginning of an outbound call, the default outbound whisper flow is heard. By customizing the default outbound whisper flow to use the corresponding caller ID, organizations enhance their brand recognition, standardization, and identifiability. For example, the Caller ID may vary by corresponding departments or company phone numbers. Customizing the Outbound Whisper Flow enhances the call experience, by ensuring Custom Caller ID, voice, logging, and recording is configured in a standard way for your organization.

This customization enables the use of phone numbers not owned by the Amazon Connect Instance to be used as the Caller ID varying by the Queue.

Caller ID spoofing is a method of getting the telephone network to show the call's recipient a different identity than it originated from.

Use Cases:

Enables use of multiple Caller IDs by separate lines of business without prior porting of the phone numbers. Facilitates differentiations by departments such as Scheduling, Billing, Internal Services, or any line of business that the Caller ID may need to vary for. Allows validation and production level use of the system while forwarding from legacy systems for inbound calls ensuring success before fully porting the phone number while continuing the standard customer-facing caller ID experience.

Pre-requisites:

AWS Account

Amazon Connect Instance

Custom Caller ID (Enabled)

Locating the Default Outbound Whisper Flow:

Within the AWS Account:

  1. Open your Amazon Connect instance and log in.
  2. Hover your mouse over Routing in the left navigation pane, then select Contact flows.
  3. From the list, or using the above filter, select the flow named ‘Default outbound’ with a type of ‘Outbound whisper.’

Configuring Custom Caller ID by Queue within the Default Outbound Whisper Flow:

To vary the caller ID by queue, branch the call flow using a ‘Check Contact Attributes’ block configured based on the queue the outbound calling agent is associated to. Followed by a subsequent

Configuring ‘Check Contact Attributes’ block:

  1. Within the left Panel select the Branch
  2. Drag and drop a Check contact attributes block to the call flow.
  3. Select the heading of the block to begin configuring it.
  4. Configure the Type as System and Attribute as Queue Name from the dropdown menus.
  5. Define the extensible Conditions to check section with each of the Queue Names the Caller ID should vary for by selecting Add another condition.
  6. Then select Save in the bottom right.

Configuring ‘Call Phone Number’ block:

  1. Within the left Panel select the Interact
  2. Drag and drop a Call phone number block to the call flow canvas.
  3. Select the heading/title of the block to begin configuring it.
  4. Select the options: Phone Number > Caller ID number to display (optional) > Custom phone number. (Note: Custom phone number must be enabled, for help see here)
  5. Enter the Number in E.164 format.
  6. Then select Save in the bottom right.

Ensure each of the contact flow blocks are connected, then select Save in the top right, followed by Publish to publish the flow.

With the Outbound Whisper flow associated with the queue for the agent placing an outbound call, the resulting caller ID will appear based on the queue. Without porting the number to the Amazon Connect Instance, the outbound call will now have the correct caller ID, should the caller be disconnected and need to call back.

Additionally, using the customized default outbound whisper flow with the Set logging behavior, Set recording and analytics behavior, and Set voice blocks will ensure a standard experience and configuration for all queue’s configured with this default outbound whisper flow.