Enable Amazon Connect outbound campaigns - Amazon Connect

Enable Amazon Connect outbound campaigns

This topic explains how to enable Amazon Connect outbound campaigns, a feature of Amazon Connect and formerly known as high-volume outbound communications.

Before you begin

There are a few things that you need in place before using outbound campaigns:

  • Make sure your instance is enabled for outbound calling.

  • Create a dedicated outbound campaigns queue to handle any contacts that will be routed to agents as a result of the campaign.

  • Assign the queue to the agent's routing profile.

  • Create and publish a flow that includes a Check call progress block. This block enables you to branch based on whether a person answered the phone, for example, or a voicemail was detected.

Note

If you plan to call customers in Australia or New Zealand, see Step 4: Create a new campaign in the Amazon Connect instance in this blog for instructions: Make predictive and progressive calls using Amazon Connect high-volume outbound communications.

Create a AWS KMS key

When you enable outbound campaigns, you have the option to provide your own AWS KMS key. These keys are created and managed by you (AWS KMS charges apply). You also have the option to use an AWS owned key.

When enabling or disabling outbound campaigns using an API, make sure the API user is either the administrator or has the following permissions: kms:DescribeKey, kms:CreateGrant, and kms:RetireGrant for the key.

Note

To switch the KMS key that is associated with outbound campaigns, first you need to disable outbound campaigns, and then re-enable it using a different AWS KMS key.

Configure outbound campaigns

  1. Open the Amazon Connect console at https://console.aws.amazon.com/connect/.

  2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Amazon Connect URL.

  3. In the navigation pane, choose Telephony.

  4. To enable outbound campaigns, choose Enable outbound campaigns.

  5. Under Encryption settings, enter your own AWS KMS key or choose Create an AWS KMS key.

    If you choose Create an AWS KMS key:

    • A new tab in your browser opens for the Key Management Service (KMS) console. On the Configure key page, choose Symmetric, and then choose Next.

    • On the Add labels page, add a name and description for the key, and then choose Next.

    • On the Define key administrative permissions page, choose Next.

    • On the Define key usage permissions page, choose Next.

    • On the Review and edit key policy page, choose Finish.

      In the following example, the name of the key starts with bcb6fdd:

    • Return to the tab in your browser for the Amazon Connect console, Telephony page. Click or tap in the AWS KMS key for the key you created to appear in a dropdown list. Choose the key you created.

  6. Choose Save.

  7. It takes a few minutes for outbound campaigns to be enabled. When it's successfully enabled, you can create outbound campaigns in Amazon Connect for voice calls. If it does not enable, verify you have the required IAM permissions.