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Goal

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.

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Resources, tools, and runtime used

• Amazon Connect
• AWS Lambda
• Amazon DynamoDB
• Amazon CloudWatch
• Amazon Lex
• Node.js
• TypeScript
• Serverless

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Key Features

• 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

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contact flow

├── 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 
    

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Dial Manual

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

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DynamoDB Table

TableName: userTable

*phoneNumber	age	firstName	lastName
71435xxxxx	31	jeon	han
21382xxxxx	33	jinho	myung