Your contact center is invariably going to get spam calls / robocalls. Here’s how to to reduce SPAM calls to your Amazon Connect contact center.
We have already shown you how to quickly move your agents to a cloud based contact center managed by the almighty Amazon. You can also learn how to set up your IVR on AWS connect contact center here. One problem that you are going to face – robocalls. In fact, hospitals have been known to be bogged down with robocalls.
There are MANY ways to solve it. Here’s one.
Recall the first contact flow that a call hits (you created it in one of those previous blog posts)?
Here’s what you are going to do to stop robocalls
- Modify the contact flow that your company number is associated with to include a dead simple AWS lambda call.
- Based on the result of the Lambda call, you will simply drop the call or add the caller ID to your own robocaller list (deny list) or let the call through.
Get an account on everyoneapi
EveryoneAPI gives you caller data (phone intelligence). It’s pretty affordable and does give decent amount of intelligence about phone numbers. EveryoneAPI returns a JSON like this.. So, feel free to use as much data as you want with this.
For the purposes of this article, let’s concentrate on the variable called nuisance_scrore (this is something that EveryoneAPI returns when you use their API.
It’s a score from 0-100 and the higher the number, the more chance there is that it is a robocaller / spam likely.
Set up your lambda function
Head over to AWS lambda and create a function from scratch
Give your function a name – e.g. “checkCallerNuisanceScore”
On the next step choose some language you know and create a simple function that calls everyoneAPI and returns the nuisance_score.
Connect your lambda function to your AWS connect instance
All you have to do is to make sure that your connect instance can use the lambda function.
Go ahead and do the following
In contact flows, use the function you created above.
Then, head over to the contact flow, add an “Invoke AWS Lambda function” node to your contact flow, call the function you created above like this
This lamda function of yours is probably going to return some key and value pair like thus:
And this nuisance_score (you can name this variable whatever you want can range from 0-100
Set contact attribute that you can use later to determine robocaller or not
At this time, all you have to do is to set a contact attribute with a key of your choice… eg. returnedNuisanceScore..
and then check the contact attribute you set just now… like this
Based on the nuisance_score that EveryoneAPI returns, you can decide what to do – whether you want to drop the call altogether or something else.
That’s it – go ahead and try it out!
Here’s what you learnt
- Using EveryoneAPI to identify robocallers.
- How to set up a lambda function to call EveryoneAPI and get nuisance_score results
- How to modify the contact flow that your company number is associated with to include a dead simple AWS lambda call.
- Based on the result of the Lambda call, you can decide to simply drop the call or add the caller ID to your own robocaller list (deny list) OR let the call through.