Non-Tethered Model

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Prerequisites

Make sure that the following are in place before configuring Amazon Connect CPA:

Amazon Connect Campaigns must be activated in Amazon Connect.
In addition to activating Amazon Connect Campaigns, raise a service request with Amazon Connect to activate the following under Traffic Type Request:
- Campaign CPS (calls per second)
- Campaign CPS Burst
- Campaign Active Calls
Subscribe to and configure the Event Bridge to receive Amazon Connect events.

To download the Contact Flows, click here.

The contact flows must be Imported in the following order:

S No	Contact flow name	Contact Flow Type	Name of the Lambda function to add in contact flow	Definition
1	Acqueon-ACOC-Default-AGT	Contact flow	-	Handles default call behavior for agents and manages basic routing or setup when calls are directed to agents.
2	Acqueon-ACOC-Default-IVR	Contact flow	-	Manages standard IVR interactions and guides customers through menu options before routing
3	Acqueon-ACOC-Default-QUE	Customer Whisper Flow	-	Plays a message to customers while they are in the queue, providing updates or waiting information
4	Acqueon-ACOC-Whisper-AGT	Agent Whisper Flow	-	Delivers a private message to the agent just before the call is connected, not heard by the customer
5	Acqueon-ACOC-Whisper-CUST	Customer Whisper Flow	-	Plays a short message to the customer just before agent connection, such as a disclaimer or notification
6	Acqueon-AMD-TTS-ContactFlow	Contact flow	-	Plays a text-to-speech message when an answering machine is detected as part of AMD handling

Perform the following steps to Import the Contact Flows in the same order as listed:

Log in to the AWS Console > Amazon Connect.
Click Create Contact Flow.
Click Import Flow (Beta).
Select a contact flow. The contact flows are available here. Click Import.
Click Save and then click Publish to complete importing this contact flow.
Perform step 1 to 5 to import the following contact flows and modules:
1. Acqueon-ACOC-Default-IVR
2. Acqueon-ACOC-Default-AGT
3. Acqueon-ACOC-Whisper-CUST
4. Acqueon-ACOC-Whisper-AGT
5. Acqueon-ACOC-Default-QUE

Perform the following steps to configure Amazon Connect CPA for Native Amazon dialer:

Log in to the Amazon Web Services console.
Search and go to Amazon Connect.
Click AWS Amazon Connect Instance URL and log in to Amazon Connect instance.
In the Amazon Connect Dashboard, go to Routing > Contact Flow. The Contact Flows and Flow Modules lists the contact flows.
After importing the contact flow, perform the following tasks:
1. Double-click Transfer to flow and select Acqueon-ACOC-Whisper-CUST and Acqueon-ACOC-Whisper-AGT. Click Save.
2. Double-click Transfer to flow and select Acqueon-ACOC-Default-IVR and Acqueon-ACOC-Default-AGT. Click Save.
3. Map the Acqueon-ACOC-Default-QUE contact flow in the set customer queue flow node.

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