Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS guidance says organizations often move agents in groups by line of business or job type, a phase that can last several months and requires cross-platform call transfers between teams during that time. in context
• AWS guidance says archiving legacy data in place may be more cost-effective than migrating it, especially when the data is on a purchased platform and rarely accessed, so that using two portals for old and new data is practical. in context
• AWS guidance describes two ways to cut over public numbers to Amazon Connect: backend repointing of a non-geographic (NGN) number to a Connect-hosted DDI, or porting the number itself. in context
• For legacy call recordings and reporting statistics, AWS guidance offers two options: migrate the data to the new platform after a feasibility check such as audio format compatibility, or archive it in place and decommission it when the minimum retention period expires. in context
• AWS guidance recommends not leaving number forwarding in place for long, because each forwarded call is charged inbound on the old DDI, outbound on the forward and inbound on the new DDI, and uses an outbound circuit for every inbound call. in context
• AWS guidance describes forwarding calls from the old platform to a number on the new platform as an optional step before the port completes, allowing agents to move before the port and allowing fast rollback by changing forwarding rules, with no carrier dependency. in context
• AWS guidance lists legacy agent habits as a migration risk: agents used to Wi-Fi may resist a wired-connection requirement, and other collaboration apps such as Teams or Zoom on the same device can clash with contact center calls for audio devices. in context
• AWS guidance cautions that some NGN or toll-free providers do not charge for out-of-hours calls when they handle the hours check and messaging themselves, so this should be included when comparing charging models before porting. in context
• In AWS guidance, NGN backend repointing needs no change to the public-facing number, is usually handled as a service request to the NGN carrier, and can be scheduled for a specific date and time. in context
• AWS guidance says number porting can take several weeks and recommends filing the port request early and using the ticket to fix the cutover date and time. in context
• For teams that stay split across platforms for a long time and need call-attached data (such as caller security status) passed on transfer, AWS guidance names a technique called rolling DNIS. in context
• AWS guidance recommends separate AWS accounts for development, testing and production Amazon Connect instances, both to limit the impact of changes and to set billing boundaries. in context
• AWS guidance recommends using PSTN DDI numbers reserved only for cross-platform transfers, so that transfers can be measured and reported separately and prioritized differently. in context
• For remote agents on VPN, AWS guidance recommends considering split tunneling for voice traffic, because backhauling it through the data center increases latency, VPN concentrator load and internet egress charges. in context
• To avoid building call-attached-data exchange between platforms, AWS guidance suggests migrating teams that frequently transfer calls to each other together, and shortening the cross-platform transfer period. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance). WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-pg-connect-migration-tech

BibTeX

@misc{warmtransfer-aws-pg-connect-migration-tech,
  title  = {Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-pg-connect-migration-tech},
  note   = {Amazon Web Services, accessed 2026-09-25}
}