How to reduce SPAM calls to your contact center

Follow these steps to reduce the incoming SPAM calls to your contact center software. Yes, you are going to get SPAM calls for sure.

Categorized as Operations Tagged

Your contact center is invariably going to get spam calls / robocalls.

Here’s how to reduce SPAM calls to your Amazon Connect contact center.

This is a whole lot easier if you use a healthcare CRM and an automated communication solution like ours.

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

Based on the result of the Amazon Lambda call, you will simply drop the call or add the caller ID to your own robo caller list (deny list) or let the call through.

Get an account on everyoneapi or trueCNAM.

EveryoneAPI gives you caller data (phone intelligence). It’s pretty affordable and does give a decent amount of intelligence about phone numbers.

For the purposes of this article, let’s concentrate on the variable called nuisance_scrore  (this is something that EveryoneAPI returns when you use their API.It’s a score from 0-100 and the higher the number, the more chance there is that it is a robocall / scam likely. 

Either way – TrueCNAM or EveryoneAPI… follow these steps

  1. Set up your lambda function
  2. Call everyoneAPI or trueCNAM and get the spam score
  3. Connect your lambda function to your Amazon connect instance
  4. All you have to do is to make sure that your connect instance can use the lambda function. 
  5. Then, head over to the contact flow, add an “Invoke AWS Lambda function” node to your contact flow, call the function you created above
  6. Based on the result of the Lambda call, you can decide to simply drop the call or add the caller ID to your own robo caller list (deny list) OR let the call through.