Can I send key press inputs from Amazon Connect?

Question

I am using Amazon Connect but not in its usual capabilities. Instead of acting as an IVR, I am calling an IVR from Amazon Connect and follow the instructions. Is there any way that I can automate the key press entries that the IVR asks for. In short, if the IVR asks to press 1, the Amazon Connect should be automatically be able to send 1 as input.

As per my understanding, all the references suggest that we can get customer input and act on that, but my usecase is somewhat opposite.

Answer 1

How are you calling the IVR from Amazon Connect? StartOutboundVoiceContact API? Dial from the agent desktop (CCP)? Quick connect? Transferring an existing call from within a contact flow? There are ways to send keypresses (DTMF is the terminology) from some of these methods but it depends on what you're doing.

For instance, the transfer to phone number block has a 'Send DTMF' option that lets you send a series of keypresses. Note that this doesn't listen to the other IVR, it just sends the keys you define (you can use one or more , characters to add pauses; for example: ,,1,2,,,4).

Answer 2

Integrate AWS Lex into the Contact Flow to handle the dialogue flow corresponding to the DTMF inputs. Since you're using boto3, you can use the lexv2-runtime client to handle the interactions.