AWS connect documentation change
Summary
Replaced 'Amazon Connect' with 'Connect Customer' throughout contact records documentation
Security assessment
Changes are limited to branding terminology updates. No security-related content was added, removed, or modified. Conference/transfer identification logic remains unchanged with no security impact.
Diff
diff --git a/connect/latest/adminguide/identify-conferences-transfers.md b/connect/latest/adminguide/identify-conferences-transfers.md index 62996608d..e7961ca71 100644 --- a//connect/latest/adminguide/identify-conferences-transfers.md +++ b//connect/latest/adminguide/identify-conferences-transfers.md @@ -9 +9 @@ TerminologyContact records for consultative callsHow to identify consultative ca -# Identify conferences and transfers by using Amazon Connect contact records +# Identify conferences and transfers by using Connect Customer contact records @@ -11 +11 @@ TerminologyContact records for consultative callsHow to identify consultative ca -Contact records capture the events associated with a contact in your contact center. For every new contact, Amazon Connect creates a contact record and assigns a unique Contact ID to the contact. +Contact records capture the events associated with a contact in your contact center. For every new contact, Connect Customer creates a contact record and assigns a unique Contact ID to the contact. @@ -13 +13 @@ Contact records capture the events associated with a contact in your contact cen -Each time an agent consults with another agent (internal to Amazon Connect or external, by using a toll free or direct inward dial number), Amazon Connect creates a consult leg contact record and issues a new Contact ID for this leg. +Each time an agent consults with another agent (internal to Connect Customer or external, by using a toll free or direct inward dial number), Connect Customer creates a consult leg contact record and issues a new Contact ID for this leg. @@ -55 +55 @@ A consultative call can end up being a consult call, a transfer call, or a confe -A call in which the recipient agent consults with another participant (for example, an agent in the same Amazon Connect instance or an external entity), while the initiator is placed on hold. +A call in which the recipient agent consults with another participant (for example, an agent in the same Connect Customer instance or an external entity), while the initiator is placed on hold. @@ -57 +57 @@ A call in which the recipient agent consults with another participant (for examp -After a call is disconnected, Amazon Connect places the agent in an After Call Work (ACW) state. The contact record is updated with the timestamp when this state was entered. In the case of consult calls, the consulted participant disconnects earlier than the customer. +After a call is disconnected, Connect Customer places the agent in an After Call Work (ACW) state. The contact record is updated with the timestamp when this state was entered. In the case of consult calls, the consulted participant disconnects earlier than the customer. @@ -71 +71 @@ The recipient conferences the initiator to the consulted participant (three-way -Amazon Connect allows more than three participants to be conferenced together. For internal calls, the consulted participant enters ACW earlier than the recipient in both Consult and Conference situations. The difference, however, is that in a conference situation, the consulted participant also gets to speak with the customer, while in a consult case, the customer is placed on hold by the recipient. +Connect Customer allows more than three participants to be conferenced together. For internal calls, the consulted participant enters ACW earlier than the recipient in both Consult and Conference situations. The difference, however, is that in a conference situation, the consulted participant also gets to speak with the customer, while in a consult case, the customer is placed on hold by the recipient. @@ -202 +202 @@ You can use following logic to identify consults versus transfers versus confere -Initiator consults with another party - within the same Amazon Connect instance (Internal) or external to that instance (External), using a DID or toll-free number. +Initiator consults with another party - within the same Connect Customer instance (Internal) or external to that instance (External), using a DID or toll-free number. @@ -219 +219 @@ Initiator consults with another party - within the same Amazon Connect instance -Initiator conferences with another participant within the same Amazon Connect instance (Internal) or external to that instance (External), using a DID or toll-free number. +Initiator conferences with another participant within the same Connect Customer instance (Internal) or external to that instance (External), using a DID or toll-free number. @@ -236 +236 @@ Initiator conferences with another participant within the same Amazon Connect in -Initiator consults with another party - within the same Amazon Connect instance (Internal) or external to that instance (External), using a DID or toll-free number. +Initiator consults with another party - within the same Connect Customer instance (Internal) or external to that instance (External), using a DID or toll-free number. @@ -658 +658 @@ Apply tag-based access control -View a contact record in the Amazon Connect admin website +View a contact record in the Connect Customer admin website