+1 267-817-5382
building contact center
- Implement proper routing to an agent queue
- Design a thoughtful contact flow
- It must have at least one Lambda function
- Lambda function that hits a public API to grab some information about a subject of your choosing and shares the data in the flow
- Include as many features of Connect as possible
- Including branching on DTMF menus
- Hold music
- Lambdas will be deployable via SAM, Serverless, or Terraform.
- Amazon Connect
- AWS Lambda
- Amazon DynamoDB
- Amazon CloudWatch
- Amazon Lex
- Node.js
- TypeScript
- Serverless
- If user profile store database, user is greeted with names on profile
- user can direct their call to Sales, Customer Service, and Technical Support representatives through DTMF
- user can leave a callback number in a callback queue if no other representatives are available
- user can create, update, delete their profile with user's phoneNumber, firstName, lastName, age info
- user can retrieve current weather information based on their Amazon Lex input
- By city
- user can get current gold & silver price based on their DTMF
- Press 1, Gold info
- Press 2, Silver info
├── Press1, Press2, Press3
│ │ # join customer queue if there are available Sales representatives (Mon to Fri, 9 a.m. to 5 p.m.)
│ │ # join customer queue if there are available Customer Service representatives (Mon to Fri, 9 a.m. to 5 p.m.)
│ │ # join customer queue if there are available Technical Support representatives (24/7 always working)
│ │
│ │ # if there are no available representatives
│ │
│ ├── Press1 # user can leave call back number to be placed in callback queue
│ │
│ └── Press2 # user can hang up
│
│
├── Press4
│ │ # manage profile (create, update, delete) by phoneNumber
│ │
│ ├── Press1 # create profile (get firstName, lastName, age using by Amazon Lex. primary key is user phoneNumber)
│ │
│ │
│ ├── Press2 # update profile (phone number check using lambda whether or not database has this phoneNumber)
│ │ │
│ │ │
│ │ ├── Press1 # update user name (using by Amazon Lex)
│ │ │
│ │ ├── Press2 # update user age (using by Amazon Lex)
│ │ │
│ │ └── Press3 # move main menu
│ │
│ │
│ ├── Press3 # delete profile (phone number check using lambda whether or not database has this phoneNumber)
│ │ │
│ │ │
│ │ ├── Press1 # move to next
│ │ │ │
│ │ │ ├── Press1 # confirm to delete
│ │ │ │
│ │ │ └── Press2 # cancel and move main menu
│ │ │
│ │ └── Press2 # move main menu
│ │
│ └── Press4 # move main menu
│
│
└── Press5 # navigates to the Bonus feature
│
├── Press1 # get Gold or Silver price
│ │
│ │
│ ├── Press1 # get Gold price
│ │
│ ├── Press2 # get Silver price
│ │
│ └── Press3 # move previous menu
│
├── Press2 # get current weather(using Amazon Lex by CityName)
│
└── Press3 # move main menu
Press 1 / 2 / 3:
-
user can join customer queue if there are currently available Sales representatives
-
When there are no available representatives:
- Press 1: user can leave their callback number to be placed in callback queue
- Press 2: user can hang up
Press 4:
-
user navigates to the Profile menu flow
- Press 1: user can create a new profile
- Press 2: user can update an existing profile
- Press 3: user can delete an existing profile
- Press 4: user can return to the main menu
Press 5:
-
user navigates to the Bonus Features menu
- Press 1: user can get Gold and Silver current market price
- Press 2: user can get current weather of desired city
TableName: userTable
| *phoneNumber | age | firstName | lastName |
|---|---|---|---|
| 71435xxxxx | 31 | jeon | han |
| 21382xxxxx | 33 | jinho | myung |