Amazon Connect SIP Connector
Connect your phone numbers, SIP Phones and Voice Bots to Amazon Connect
Retain the ownership of existing phone numbers with Amazon Connect for cloud contact center, self-service, and Microsoft Teams integration for Voice and mobile softphone apps.
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Why Amazon Connect SIP Connector
Customer Service Automation
Handle more customers with less resources, avoid repeat calls using pay-as-you-use AI services.
Faster Business Change
Create solutions faster for your business transformation and with efficient resource management.
Better Customer Journey Management
Collect more data about customer journeys and evaluate it faster for a better customer experience.
Amazon Connect SIP Connector Use Cases
Retain Existing Phone Numbers
Use existing phone numbers and your SIP trunk with Amazon Connect without any number portability.Learn more
Integrate with Existing IP-PBX
Integrate Amazon Connect with your IP-PBX to use Amazon Connect as your call center, while enterprise users are in the old system.Learn more
Retain Original Caller ID
Retain original calling party number when transferring SIP call to Amazon Connect Queues and the agents. Learn more
Third-Party AI Voice Bots
Integrate Third-Party AI Voice Bots to Amazon Connect for intelligent customer experience.Learn more
Amazon Connect Voice Federation
Transfer calls from one Amazon Connect instance to another Amazon Connect instance as VoIP. Learn more
Amazon Connect Mobile Softphone
Non-CCP Mobile softphone for extendung customer journey to mobile employees and partners.Learn more
Agent to Agent VoIP Calling
Use Comstice Webphone with Amazon Connect Workspaces to make and receive direct calls between Amazon Connect agents. Learn more
SIP Phone Support
Integrate your SIP Phones with Amazon Connect to make and receive calls from Amazon Connect contact flows and the agents. Learn more
How Amazon Connect SIP Connector Works
Comstice offers a SIP Connector which converts SIP calls to WebRTC and vice versa. You can run Comstice SIP Connector on an AWS EC2, EKS, your local network or it can be hosted by Comstice.
SIP Connector converts standard SIP call to WebRTC then using Amazon Connect WebRTC Call API, it sends the call to to Amazon Connect contact flows.
Check out the ladder diagrams for more information about direct calls, transfers and call clearance.
Sending Calls from Amazon Connect to SIP
- Amazon Connect SIP Connector terminates multiple agents sessions on the server side. These sessions act as CTI ports to Comstice SIP Connector.
- Amazon Connect agents or contact flows will send the calls to the SIP queue which will extend the Amazon Connect call to SIP Network.
Agent can make a direct SIP call by using Comstice Outbound Gadget in Amazon Connect Workspaces.
Click here to learn more.
Comstice Dialplan Manager
Comstice SIP Connector includes a dialplan manager where you can assign internal extensions and prefixes to SIP destinations, SIP Phones, Amazon Connect queues, agents and contact flows.
You can also define multiple Amazon Connect instances for voice federation. You can also create call partitions and calling search spaces for outbound dialing permissions.
BUNDLE WITH
Comstice Amazon Connect Dialer
Outbound Dialer and Campaign Manager that can work standalone, utilize Amazon Connect or your existing SIP trunks for PSTN access. Learn more.
BUNDLE WITH
Amazon Connect NonCCP Mobile Softphone App
- NonCCP mobile softphone app
- Mobile native SSO support with MFA
- Record all the mobile business calls
- Integrate with CRM for tasks and the screen pop
- Integration with Amazon Connect Voicemail
- Click here to learn more.
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Frequently Asked Questions
How is Amazon Connect SIP Connector licensed?
It is licensed based on the number of voice channels i.e. concurrent number of calls you would like to handle between your Amazon Connect instance and your SIP networks.
Can I integrate multiple Amazon Connect Instances into Amazon Connect SIP Connector?
Yes. You can integrate multiple Amazon Connect Instances with Comstice AWS SIP Connector. We recommend to run SIP Connector local to each Amazon Connect instance.
What is the minimum number of voice channels I can subscribe at Amazon Connect SIP Connector?
Minimum number of channels is 5 ports.
How does the rollout work for Amazon Connect SIP Connector?
Depending on where you prefer to host Amazon Connect SIP Connector, our engineers will build your SIP Connector instance and configure it with your SIP Trunk settings. You can find the configuration steps from Amazon Connect SIP Connector Configuration Guide.
What are the subscription options for Amazon Connect SIP Connector?
You can have monthly, annual or longer subscriptions. Longer the subscription, lower the per port cost. Minimum 5 concurrnt sessions. You can find the details in our AWS Markplece product page.
What are the hardware requirements for Amazon Connect SIP Connector?
You can calculate the hardware requirements by allocating 50MB RAM for a SIP-to-Amazon call and 200MB for Amazon-to-SIP call. Hard drive needed is 40-60GB.You can find the hardware requirements and hosting options in the Amazon Connect SIP Connector Configuration Guide.
Which audio codecs does Amazon Connect SIP Connector support?
Amazon Connect SIP Connector includes a transcoder so any codec is supported. Amazon Connect supports OPUS codec. If your SIP trunk uses G711, we can transcode the calls.
Does Amazon Connect SIP Connector support video?
Yes. You can make and receive video calls between SIP and Amazon Connect.
Our instance is SSO-Enabled. Does Amazon Connect SIP Connector support SSO?
In this case, we will use SSO federation feature with Amazon Connect. SIP agents will use AWS IAM which has no additional cost. Your live agents can use other SSO provider.
Can I send calls from SIP network to Amazon Connect contact flows using Amazon Connect SIP Connector?
Yes. Here is a document with detailed ladder diagrams for the SIP and Amazon Connect direct call and transfer scenarios.
Which Telecom Providers does Amazon Connect SIP Connector support?
You can use any telecom provider that offers SIP Trunks. There is no carrier-specific requirement.
What are the supported round-trip times at Amazon Connect SIP Connector?
RTT of 500ms is the maximum recommended delay for an acceptable audio quality.
Can I still record calls using Amazon Connect with Amazon Connect SIP Connector?
Yes, you can still record all the calls using Amazon Connect. Each call scenario goes through Amazon Connect contact flows so that you can record and report calls.
Can I terminate SIP Phones directly on Amazon Connect SIP Connector?
Yes. You can terminate SIP Phones directly on this solution. Amazon Connect SIP Connector includes a SIP Proxy service so your devices can directly register.
Can I host Amazon Connect SIP Connector on my local network?
Yes. You can host Amazon Connect SIP Connector on your local network. The solution runs as Docker containers on a LinuxOS. You can also use Kubernetes as well.
Can I integrate Amazon Connect SIP Connector with Microsoft Teams?
Yes, you can.