'Technology' Category

  • Amazon Connect CCP (Agent Desktop) Walkthrough

    May 15, 2018

    I was talking to a few people about Connect and we were focusing on the agent desktop. For someone who is coming from Cisco Finesse, CCP is a big departure and I couldn’t find a good resource which showed all the out of the box functionality in a concise way. So, here it is. Everything […]

  • Continuous deployment to Amazon Lambda using Bitbucket Pipeline

    May 10, 2018

    I’m not a developer (more of a hack) so I’m always looking for way to figure out efficiencies in my process when playing around with code as I’m a very slow coder. One of those efficiencies found is around deploying my code to Amazon Lambda. First, let’s talk about your options when deploying code to […]

  • Bringing Amazon Lex into your Amazon Connect flows

    May 8, 2018

    In this blog we’ll continue our discussion around Amazon Lex. Talk about a few things to keep in mind when integrating your Amazon Lex bot with your Amazon Connect flow. In my particular use case I wanted to use Amazon Lex to look at my Gmail calendar and book a meeting if I’m available. If […]

  • Creating a Lambda Function to Validate Lex Input

    April 30, 2018

    In this blog we’re going to step a bit away from Amazon Connect and focus on building a conversational interface using Amazon Lex. As you can probably guess down the line, this interface/bot is going to be connected to Amazon Connect for even more contact center goodness. Here we’re going to focus on creating a […]

  • Right way to block ANIs using Amazon Connect

    April 20, 2018

    In this blog I’ll cover a potential financial issue you might face if you try to ANI block customers and they are calling you through a SIP trunk. As I continue my journey of getting familiar with Amazon Connect I ran into an interesting and a bit worrisome issue. The use case I was working […]

  • Amazon Connect and Sticky Queue

    April 14, 2018

    In this blog I’ll discuss how to achieve a sticky queue using Amazon Connect. When a customer calls back within a short amount of time, it’s fairly safe to assume they are calling back for the same reason as before. This is often referred as sticky agent or sticky queue. Because you’re trying to “stick” […]

  • Amazon Connect Flow Designer Review

    April 12, 2018

    I’m trying to capture my initial notes and reactions to Amazon’s contact center offering. In this blog I’m going to focus solely on their flow designer tool. I’ll provide a brief overview of the tool, some best practices I’ve come up with, as well as some things I wish were different. Remember that I come […]

  • Initial Observations of Amazon Connect

    April 11, 2018

    If you don’t know what Amazon Connect is and you’re in the contact center world, you might want to consider a new career path. Amazon Connect is AWS’s answer to the Ciscos, Genesys, Avayas of the world. Not only that, but also a competitor for Twilio, Microsoft, and anyone who carries voice from point A […]

  • Cisco Spark Webhooks using Node.js

    February 20, 2017

    I’ve been trying to come up with a reason to play around with node.js. I’ve also been trying to make some time to play around with the Cisco Spark API. So I figured I would merry the two of them. My intention was to setup a webhook on a channel, then in my node application […]

  • Microsoft Azure and Laravel 5.1 from Scratch

    February 16, 2016

    While most people use AWS, I like to use Azure and there’s just not a lot of information relating Azure and Laravel, so figured this might be useful for others. This assumes a level of comfort with Linux and Azure. Login: https://portal.azure.com/# Click on Virtual machines (classic) and search for Ubuntu. My preference has always […]

 
Powered by Wordpress and MySQL. Theme by Shlomi Noach, openark.org