This document explains the configuration steps for Amazon Connect ans SIP Trunk integration using Comstice SIP Connector.
Why Amazon Connect using SIP
Amazon Connect and other AWS services offer many features including AI features for different business cases to handle customer experience. With the pay as you use model, there is no fixed recurring AWS cost; more you optimize your service, more your business will be financially rewarded.
Using Comstice SIP Connector, you can receive calls using your existing SIP trunks and send them to Amazon Connect contact flows, agents and queues. Comstice SIP Connector will retain the original calling number so that Amazon Connect contact flows can see the callerID and process the call accordingly.
Configuration Steps
- SIP Trunk Information
- AWS IAM User
- Amazon Connect Approved Origins
- Amazon Connect SIP Queues and Dummy Agents
Comstice SIP Connector runs on a LinuxOS as a virtual appliance and includes the following services;
- SIP to WebRTC and WebRTC to SIP Converter
- SIP Session Border Controller
- Transcoder module for CODEC conversion; Amazon Connect uses OPUS, however SIP Trunk providers often support only G.711 and G.729.
- SIP Proxy and a Registrar; you can register SIP phones directly on the Comstice WebRTC Gateway
- Outbound Campaign Dialer module (more info below)
Comstice SIP Connector can be hosted by the client on-premises or on AWS EC2. Otherwise, it cna be hosted by Comstice as well.
Comstice Outbound Dialer
Amazon Connect Outbound Dialer feature is not available in Latina America. By integrating with Comstice Dialer, you can generate calls using your local SIP trunk and run outbound campaigns. You can run Comstice Dialer as a standalone solution or with Amazon Connect. Click here for more information.
Conclusion
Comstice SIP Connector with Amazon Connect offers great flexibility to the call centers in Latin America. It is a scalable and a reliable solution that you can scale high number of calls. Request Callback to schedule a call and a trial.