Mobile Number Calling

Question

Hi Team,

I know Amazon Connect is not a PBX Solution but is there any smarts in transferring the call directly to a mobile number from the IVR and as well keeping the recording and transcript in Amazon Connect. Any help would be appreciated

Cheers
Sam

Answer

[Start media streaming block](https://docs.aws.amazon.com/connect/latest/adminguide/start-media-streaming.html)  offers the capability to capture audio played to customer. You can use this block before [transferring contact externally](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html) to [capture audio](https://docs.aws.amazon.com/connect/latest/adminguide/customer-voice-streams.html) from mobile number and generate recordings.

[Features in contact lens](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html) are only enabled when using the [Set recording and analytics behavior block](https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html) and this works when the customer is connected to an agent. For your use-case, you can try [Amazon Transcribe](https://aws.amazon.com/transcribe) to generate transcripts of the recordings. [Example implementation.](https://github.com/amazon-connect/amazon-connect-realtime-transcription#project-overview)

If keeping the data into Amazon Connect is a requirement, you will face issues importing the recording into Amazon Connect as there is currently no API to update [CTR Recordings and Transcripts attributes](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-RecordingsInfo).

Mobile Number Calling

Relevant content