Comstice SIP Connector offers voice integration among multiple Amazon Connect instances as well as SIP networks. You can make and receive direct VoIP calls among different Amazon Connect instances, pass contact context information as key-value pairs in the SIP header. Each call flow in the Comstice SIP Connector goes through Amazon Connect contact flows for recording and reporting at the Connect level.
Comstice Dialplan Manager
As part of the Comstice SIP Connector, you will be able to create a new diaplan using Comstice Dialplan Manager. You can allocate extensions, partitions and calling permissions to the queues, contact flows and the agents. You can;
- create prefixes for each Connect instance
- assign extensions and call patterns to partitions
- outbound call permissions to agents and users
- integrate SIP trunks and SIP phones with extensions and prefixes
Making Direct VoIP Calls between Amazon Connect Instances
Comstice SIP Connector offers Comstice Call Gadget for Amazon Connect Workspaces. Amazon Connect agent can make a direct call to the SIP networks as well as the other Amazon Connect endpoints; agents, queues or contact flows.
Call request is sent by Amazon Connect agent and Comstice SIP Connector creates two call legs; one call leg to the source and the other call leg to the caller.
Transferring an incoming customer call to another Amazon Connect instance
Amazon Connect agent can transfer an active PSTN call to another Amazon Connect instance. By entering the extension of the destination queue or the agent on the transfer contact flow in the quick connect, we can transfer the call to another Amazon Connect instance or a SIP Endpoint.
Conclusion
Amazon Connect is only a platform. Comstice offers a fully-featured contact center and unified communications solution powered by Amazon Connect with full SIP support. Contact us to learn more about how you can transform your business in the cloud.