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Guide

Learn how to set up and use the Telephony AI Dashboard.

Getting Started

The Telephony AI Dashboard lets you create AI-powered voice agents that handle phone calls automatically. Here is how to get up and running.

  1. 1Create an agent — go to Agents and configure a name, system prompt, voice, and greeting message.
  2. 2Claim a phone number — go to Phone Numbers and search for available numbers in your target countries, then assign one to your agent.
  3. 3Make a test call — dial the claimed number or use the built-in test panel on the agent detail page to verify the conversation flow.
  4. 4Monitor calls — check Calls for real-time history and Analytics for aggregate metrics.

Agents

An agent is an AI personality that handles phone conversations. Each agent has its own system prompt, voice, model, and guardrails.

  1. 1Name — a human-readable label for the agent (max 100 characters).
  2. 2System Prompt — instructions that define the agent's behavior, personality, and goals. Be specific about what the agent should and should not do.
  3. 3Greeting Message — the first thing the agent says when answering a call. Keep it short and welcoming.
  4. 4AI Model — the Claude model powering the conversation. Haiku is fastest and cheapest; Sonnet is more capable.
  5. 5Voice & Engine — Amazon Polly voice and synthesis engine. Generative engine sounds most natural but is slightly slower.
  6. 6Max Turns — safety limit on conversation length. The agent ends the call after this many exchanges.
  7. 7Bedrock Guardrail — optional content filter. Provide both an ID and version, or leave both blank.
  8. 8Disclaimers — text read at the start of the call (e.g. "This call may be recorded").
  9. 9Tools — JSON array of tool definitions the agent can invoke during conversation. Each tool needs a name, description, and inputSchema.

Phone Numbers

Phone numbers connect callers to your agents via Amazon Connect. You can claim numbers in multiple countries and assign each to an agent.

  1. 1Search — select up to 10 countries and choose DID (direct) or Toll-Free, then search for available numbers.
  2. 2Select — pick a number from the results and assign it to an agent. Estimated daily costs are shown where available.
  3. 3Claim — confirm to provision the number. It may take a few seconds for the number to become active.
  4. 4Reassign — change which agent handles calls on an existing number without releasing it.
  5. 5Release — remove a claimed number. The number returns to the available pool and cannot be reclaimed immediately.

Calls

The Calls page shows a history of all inbound and outbound calls. Filter by date range, agent, outcome, or caller number.

  1. 1Call Detail — click a call to see the full conversation transcript, outcome, sentiment analysis, and metadata.
  2. 2Outcomes — each call is classified as resolved, escalated, voicemail, abandoned, failed, or no-answer.
  3. 3Sentiment — Contact Lens post-call analysis rates overall sentiment as POSITIVE, NEGATIVE, NEUTRAL, or MIXED.
  4. 4Outbound — initiate a call from the dashboard by selecting a source number, target number, and agent.

Analytics

The Analytics page provides aggregate metrics over a selected date range, helping you understand call volume, outcomes, and performance.

  1. 1Total Calls — the number of calls in the selected period.
  2. 2Average Duration — mean call length in seconds.
  3. 3Calls by Day — a daily breakdown of call volume.
  4. 4Outcome Distribution — how calls are classified (resolved, escalated, etc.).
  5. 5Sentiment Distribution — overall sentiment breakdown across all calls.
  6. 6Agent Usage — call counts per agent.

Settings

Settings let you configure your tenant-level preferences, webhooks, and API keys.

  1. 1Default Agent — the agent used when a call arrives on a number without an explicit agent assignment.
  2. 2Webhooks — HTTP endpoints that receive real-time events (call turns, outcomes). Supports HMAC, Bearer, and API key authentication.
  3. 3API Keys — generate keys for programmatic access. Keys are shown once at creation — store them securely.

Glossary

Key terms used throughout the dashboard.

  1. 1Agent — an AI personality configured with a system prompt, voice, and guardrails.
  2. 2Contact ID — Amazon Connect's unique identifier for a call.
  3. 3DID — Direct Inward Dialing, a standard phone number type.
  4. 4Toll-Free — a number where the caller is not charged.
  5. 5Turn — one exchange in a conversation (caller speaks, agent responds).
  6. 6Outcome — the classification of how a call ended (resolved, escalated, etc.).
  7. 7Sentiment — Contact Lens analysis of the caller's emotional tone.
  8. 8Guardrail — Bedrock content filter that blocks or modifies harmful content.
  9. 9Webhook — an HTTP callback that delivers real-time event notifications.