Transfer To Agent Amazon Connect

In a Transfer to agent contact flow the Transfer to agent beta contact block should be used only when the receiving agent is available. By using Amazon Connect Lambda and DynamoDB were able to assist our customers in migrating to Amazon Connect while maintaining a key business process for them. Amazon Connect Tasks allows your agents to create and complete tasks just like they do a call or chat.

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Agent A is asked to enter the extension of the agent transfer to Agent B Agent A enters extension of agent B.

Transfer to agent amazon connect. 2182019 The updated Transfer to phone number block is available in all AWS regions where Amazon Connect is offered. External quick connects require only a phone number and do. Your Amazon Connect administrator adds the names of agents to the list of quick connects.

If the agent is already with someone else the contact is disconnected. Agent A wants to transfer the customer to Agent B. Agent A clicks the Transfer button.

We recommend using the Set working queue block for agent-to-agent transfers instead of using this block. The following instructions show how to set up the contact flow and an Agent quick connect in the Contact Control Panel CCP. 1082020 On the Contact flows page next to the Create contact flow button choose the down arrow and then choose Create transfer to queue flow.

To learn more about Amazon Connect please visit the Amazon Connect website. In the navigation pane choose Routing Contact flows. For agent to agent transfers select Agent as the type field and select the desired username of the agent.

Learn more about Amazon Connect Tasks. AWS Documentation Amazon Connect Administrator Guide Set up agents. To route a contact directly to a specific agent In Amazon Connect choose Routing Contact flows.

When used in a callback scenario Amazon Connect calls the agent first. The Transfer to Agent block is a beta feature and works only for voice interactions. You can either type in the phone number you want to transfer the client to or click one of the quick connect button from the menu and click the Call button.