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Contact Center

Open for Amazon Connect

Add Open as a transfer destination in an Amazon Connect contact flow and the AI picks up — Connect keeps owning queues, agents, and metrics.

جرّبه الحين
وقت الإعداد
Under 30 minutes
المصادقة
Chime VoiceConnector + IP allowlist or digest credentials
الاتجاهات
Inbound · Outbound · Call transfer
التسعير
مشمول مع Open

٠١ — نظرة عامة

Can I add an AI phone agent to my Amazon Connect contact center?

Yes. Connect contact flows can transfer to an external SIP destination via an Amazon Chime VoiceConnector or a SIP partner trunk. Open joins as that destination. Your contact flows, queues, agents, and CloudWatch metrics stay in Connect.

Amazon Connect remains the contact center. Contact flows, queues, routing profiles, hours-of-operation, and the Connect admin console all stay in place. Open joins as a SIP destination — practically that means a 'Transfer to phone number' step (via a Chime VoiceConnector configured for SIP) or a 'Transfer to flow' step that hands off to a SIP-capable Lambda. Opted-in calls flow through Open; everything else keeps working in Connect untouched.

For inbound, the cleanest pattern is a Chime VoiceConnector paired with Open's SIP endpoint. In your contact flow, at the point you want AI to take over, transfer the call to a number that the VoiceConnector is configured to send over SIP to Open. Connect is still the controlling side; Open is the destination on that branch.

For outbound, Open opens a SIP session against a Chime VoiceConnector using digest credentials or IP allowlisting. Outbound calls land in your AWS billing the same way as Connect's own outbound calls, with whatever caller IDs you've approved on the Connect side.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, plus the AWS SDK for DynamoDB / S3 / Lambda lookups), and acts. When the AI needs a human, it warm-transfers back into a Connect contact flow via SIP REFER, with the live transcript and detected intent attached as contact attributes.

Billing stays predictable. AWS keeps invoicing your Connect per-second usage and any Chime VoiceConnector charges. Open charges per resolved conversation, with no markup on AWS minutes and no extra Connect agents needed for an AI front-line.

وش يبقى نفسه على Amazon Connect

  • Connect contact flows

    Existing contact flows, queues, and routing profiles stay in place.

  • Connect agents and admin

    You manage agents the same way.

  • CloudWatch metrics and CTRs

    Connect Contact Trace Records and CloudWatch metrics continue.

  • Numbers claimed in Connect

    Numbers stay on Connect (or your BYOC carrier via Chime VC).

وش الجديد مع Open

  • A SIP destination via Chime VC

    Open's SIP URI is added to a Chime VoiceConnector that contact flows can transfer to.

  • AI handles the conversation

    On opted-in flow branches, the AI greets, listens, calls your tools, and replies in natural speech.

  • Transfers carry context

    Escalations back into a Connect flow receive the live transcript and detected intent as contact attributes.

  • Pricing model

    Open per resolved conversation. AWS keeps invoicing Connect and Chime usage.

٠٢ — ليش يشتغل

تجربة Amazon Connect الأصلية

  • AWS-native via Chime VoiceConnector

    Open joins on the SIP path AWS already provides for partner integrations — no exotic plumbing.

  • Per-flow opt-in

    Pick exactly which contact flow branches route to AI.

  • Context via contact attributes

    Open sets contact attributes on transfer back so the next agent step has the AI transcript and intent.

  • Warm transfer back to Connect queues

    AI escalations return the call to a Connect queue or flow via SIP REFER.

٠٣ — دليل الإعداد

وصّل Amazon Connect في Under 30 minutes

خطّين — واحد وارد وواحد صادر. الاثنين تضبطهم من Settings → SIP في لوحة تحكم Open.

  1. 1

    Open Settings → SIP

    Open the inbound trunk configuration.

  2. 2

    Pick a SIP region

    Choose Global, US, EU, or APAC.

  3. 3

    Copy the SIP credentials

    Grab the SIP endpoint, username, and password.

  4. 4

    Provision a Chime VoiceConnector

    In AWS: Amazon Chime SDK → Voice Connectors → create one, add Open's SIP host as a SIP credential / origination route.

  5. 5

    Pick the contact flow branch

    Decide which contact flow branch should route to AI.

  6. 6

    Add a Transfer step

    In the flow, add 'Transfer to phone number' or 'Transfer to flow' that uses the VoiceConnector to reach Open.

  7. 7

    Add the matching numbers to Open

    Under Phone Number (DID), add the Connect numbers that fronted the flow.

  8. 8

    Assign numbers to an AI agent

    Channels → Phone → Agents → assign DIDs.

  9. 9

    Place a test call

    Dial a Connect number, take the AI branch, and confirm Open answers.

٠٤ — الإعدادات

Settings → SIP، بلمحة

خط وارد حقيقي لـ Amazon Connect يطلع تقريباً كذا. حقك يتولّد لما تفتح Settings → SIP.

Inbound trunk · Amazon Connect

عيّنة

SIP endpoint
sip.us.opencx.comUS region
Transport
TLSrecommended
Pairing
Chime VoiceConnector
Connect step
Transfer to phone number
Auth
IP allowlist + digest

٠٥ — الأمان

مشفّر، مدقّق، قابل للاسترجاع

SIP فوق TLS للإشارات، و SRTP للوسائط. كل مكالمة تتسجل مع تتبّع كامل للاستنتاج. SOC 2 Type II، متوافق مع GDPR، وجاهز لـ HIPAA و PCI. مدعوم بـ ضمان استرجاع ٢ مليون دولار من Open.

٠٦ — الأسئلة الشائعة

أسئلة Amazon Connect، مجاوب عليها

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