How to append caller identity to calls

Learn how to append caller identity to your contact center calls. Personalize the call experience for each inbound / outbound calls.

Categorized as Operations Tagged

I recommend that you tie in your EMR or practice management system to Amazon Connect Contact Center via AWS Lambda.

However, if you do not, and you still want to see some level of caller data, you can do so by using services like EveryoneAPI.

Note – this is not the same as setting the caller ID for your own DIDs.

Sometimes, despite the fact that you have tied in your EMR to Amazon Connect, you will have new patients calling in to make appointments and you will not have their contact information in your data stores.

Even in this case, it is great to have some level of patient information.

Finally, it is always recommended to have this level of information available and handy for patient identity verification sake. Imagine a patient claiming to be “Daniel Radcliffe” when the phone clearly belongs to “John Johnson”. How would you change your patient intake in this case? 🙂

While you cannot (of course) tell the patient that “Sorry sir, but I don’t think you are Daniel Radcliffe”, you can be on high alert to ensure that the patient’s ID cards match (to ensure protecting yourself from patient identity fraud).

So, how do you do this?

This one is going to be VERY similar to what you did with stopping robocalls.

Here’s what you are going to do to append caller data. Use EveryoneAPI to identify callers.

Set up a lambda function to call EveryoneAPI and get caller details

Modify the contact flow that your company inbound number is associated with to include a simple AWS lambda call.

Based on the result of the Lambda call, you can append caller information and help your contact center.

It gives you a LOT of information – granted it is not always correct, but it is a heck lot better than flying blind. Connect your lambda function to your Amazon connect instance.

All you have to do is to make sure that your connect instance can use the lambda function.

This lambda function of yours is probably going to return some key and value pair like this:

{
"first": "xxxxxx",
"last": "xxxxx",
"address": "319 xxxxx St Apt xxx",
"estimatedIncome": "B",
"lengthOfResidence": "4",
"maritalStatus": "S",
"gender": "M",
"city": "Brooklyn",
"state": "NY",
"zip": "11211",
"country": "US",
"timezone": "EDT",
"linetype": "mobile",
"linetype_enhanced": "mobile",
"nuisance_score":
}

You can use all these values in your contact flow, and subsequently you have all this data in the softphone.

Add some simple code to your customized CCP that agents use.

You just need the aws-connect.min.js and your customized static HTML.

That’s it – go ahead and try it out!

And, you are going to create a screen popup.

So, when a call comes into your call center, all you have to do is to call the lambda function in your contact flow, use the variables that you set with the SetContactAttribute for the contact that’s calling and display those.

That’s it. 

Keep the following methods in mind and customize as per your agents need.

  • contact.onIncoming(function(contact) {//add code });
  • contact.onRefresh(function(contact) {//add code});
  • contact.onAccepted(function(contact) {//add code});
  • contact.onEnded(function() {//add code});
  • contact.onConnected(function() {//add code})