Inbound call path
Diagrams
117 pictures. Each one is SVG, PNG, and a standalone HTML page.
Foundations mind map
Instance mind map
Telephony mind map
Contact flows mind map
Lex V2 mind map
Agent assist and agentic AI mind map
Lambda mind map
Routing mind map
CCP and workspace mind map
Profiles, cases, tasks mind map
Channels and campaigns mind map
Analytics mind map
Security, quotas, price mind map
Global Resiliency mind map
Troubleshooting mind map
Bridge mind map
Integrations mind map
Ecosystem mind map
What Connect actually depends on
Regions, endpoints, and why Osaka is special
IAM is not the security profile
Lambda is a seam, not a place to hide a CRM
S3 holds the proof
Kinesis is how the ecosystem listens
CloudWatch tells you the flow ran
The network path is part of the product
Certifications and the badges that are not certifications
A depends-on map you can defend
Create the instance on purpose
SAML attributes that make a user real
CloudFormation, CDK, and Terraform
Prompts, statuses, and the small quotas
DID, toll-free, shared cost, UIFN
Claiming and the false 'limit' on the first number
Porting without losing the rollback
SIP, external voice, and what is not a trunk in the CUCM sense
Outbound calls and caller ID
Flow types are not one canvas
The block catalog, grouped by job
Attributes are the only memory the next system gets
Modules are how you stop copying flows
Every error branch is a product decision
The flow language is how instances share a design
Get customer input is the Lex block
Slots become attributes or they vanish
Fallback is a route, not a failure
Wisdom, Q, and agent assist are one lineage
Turn on assist only where you can show the source
Agentic CX is a flow exit, not a magic queue
Voice ID has ended
The response contract
When the work is slower than eight seconds
Association, resource policy, and the log that says AccessDenied
Queues wait. Profiles decide who is eligible.
Priority, delay, and concurrency
Hours and overrides
Quick connects and the flows behind them
The CCP is a web app with a telephone inside
The workspace is where the ecosystem becomes visible
Streams is the supported way to embed the CCP
VDI, VPN, and the audio path
Profiles are the customer, not the contact
Cases survive the transfer
Tasks are the channel with no audio
One customer, three objects
Chat, SMS, WhatsApp, and the idle-chat quota
Email is a contact with a 90-day thread
Campaigns dial only after the quota is not zero
In-app, web, and video
Read a CTR before you build a dashboard
Real-time boards and historical intervals
Conversational analytics is Contact Lens under a new name
Agent events are the live staffing truth
Encryption is a key policy
SAML, least privilege, and the admin you forgot
Quotas are a project plan
How to talk about the price without inventing it
Only one multi-Region design is supported
What a failover drill has to prove
Migration patterns that survive contact with a Monday
Leg, id, counter, capture
Audio quality is a path, not a codec myth
A flow log you can actually search
Faults worth memorizing
The mapping table you put in the migration pack
A migration playbook
Pitfalls that show up in every platform
CUIC and the Connect report are different clocks
Salesforce: CTI Adapter and SCC-AC
ServiceNow Voice
Teams is a chat client in the published pattern
CUCM and Webex beside Connect
The contact center is not the whole operation
Glossary
Mind map
Native forecasting and scheduling
Third-party WFM configuration and faults
Recording and screen capture
Third-party recorders and live media
Quality management on top of analytics
Configure conversational analytics and fix the empty transcript
E911 for agents on the CCP
CRM configuration and the faults that look like routing bugs
AI agents: configure, cite, and a way out
Integration maps
Future hooks, not future rewrites
Proficiencies filter inside a queue
Routing criteria, expiry, and a preferred agent
The forecast interval is a one-time choice
Hiring plans and scheduling plans
Publish the schedule before you talk about adherence
Turn conversational analytics on for the contact
Evaluation forms, from a blank page to a rule
Salesforce starts as a CCP embed in a sandbox
Twilio Flex is a different product, documented on its own site
Feature timeline
Sources and go deeper
- What is Connect Customer? - Amazon Connect Customer AWS docs. last checked 2026-10
- RFC 3261: SIP: Session Initiation Protocol | RFC Editor RFC. last checked 2026-10
- Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10
- AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10