Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) - Amazon Connect
Manage a transferred callTransfers create multiple contact records

Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)

You can transfer calls to people in a predefined list, called quick connects. You can also transfer calls to external phone numbers that you enter.

To transfer to a quick connect or to an external number

  1. While you're connected to the contact, choose Quick connects on the CCP.

    The CCP connected to call, quick connects button.

  2. From the list of quick connects, choose the name of another agent to transfer the call to. (Your Amazon Connect administrator adds the names of agents to the list of quick connects.)

    Tip

    Agents see the quick connects of the queues in their routing profile, including the Default outbound queue.

    Or, to call an external number, choose Number pad, enter the number you want to call, and then choose Call.

    The quick connects page, connected call, name of agent to connect to.

  3. After the call is connected to the transfer destination, you can choose Join so the caller, the transfer destination, and you are in a conference call.

    A Connected call, the join button.

  4. When the call is joined, the three of you can talk. Choose Leave to complete the transfer and exit the call.

    A joined call, the leave call button.

  5. Complete the after contact work and then choose Clear contact.

    After call work, the clear contact button.

Manage a transferred call

After you initiate a transfer, the customer is placed on hold and you are connected to the transfer destination. The following image shows what actions you can take at this point.

Customer on hold.

Transfers create multiple contact records

A contact record is opened for a customer when they are connected to your contact center. The contact record is completed when the interaction with the flow or agent ends (that is, the agent has completed the ACW and cleared the contact). This means it's possible for a customer to have multiple contact records.

The following diagram shows when a contact record is created for a contact. It shows three contact records for a contact:

  • The first record is created when the contact is connected to Agent 1.

  • The second record is created when the contact is transferred to Agent 2.

  • The third record is created when the contact is connected to Agent 3 during a callback.

Three boxes, one for each contact record that is created.

Each time a contact is connected to an agent, a new contact record is created. The contact records for a contact are linked together through the contactId fields: initial, next, and previous.

For more information, see About contact states in Amazon Connect.