Create quick connects in Amazon Connect - Amazon Connect
Types of quick connectsStep 1: Create quick connectsStep 2: Enable agents to see quick connectsExample: Create a phone number quick connect to a mobile phoneMore examples

Create quick connects in Amazon Connect

Quick connects are a way for you to create a list of destinations for common transfers. For example, you might create a quick connect for Tier 2 support. If agents in Tier 1 support can't solve the issue, they will transfer the contact to Tier 2.

How many quick connects can I create? To view your quota of Quick connects per instance, open the Service Quotas console at https://console.aws.amazon.com/servicequotas/.

Types of quick connects

The type of a quick connect specifies the destination. You can specify one of the following destinations.

Phone number quick connect

Contacts are transferred to a phone number (such as an on-call pager).

User quick connect

Contacts are transferred to a specific user, such as an agent, as part of a flow.

Important

User and Queue quick connects only appear in the CCP when an agent goes to transfer a contact.

Queue quick connect

Contacts are transferred to a queue as part of a flow.

Important

User and Queue quick connects only appear in the CCP when an agent goes to transfer a contact.

Step 1: Create quick connects

Following are the instructions to add quick connects manually using the Amazon Connect console. To add quick connects programmatically, use the CreateQuickConnect API.

To add quick connects

  1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/. To find the name of your instance, see Find your Amazon Connect instance ID or ARN.

  2. On the navigation menu, choose Routing, Quick connects.

  3. For each quick connect, do the following:

    1. Choose Add new.

    2. Enter a unique name. If desired, also enter a description.

    3. Choose a type.

    4. Enter the destination (for example, a phone number, the name of an agent, or the name of a queue).

    5. Enter a flow, if applicable.

    6. Enter a description.

  4. When you're finished adding quick connects, choose Save.

Step 2: Enable agents to see quick connects

To enable your agents to see the quick connects in the CCP when they transfer a contact

  1. After you create the quick connect, go to Routing, Queues and then choose the appropriate queue for the contact to be routed to.

  2. On the Edit queue page, in the Quick connect box, search for the quick connect you created.

  3. Select the quick connect and then choose Save.

Tip

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

Example: Create a phone number quick connect to a mobile phone

In this example, you create a phone number quick connect to a person's mobile phone. This might be for a supervisor, for example, so agents can call them if needed.

Create a quick connect for a person's mobile phone number

  1. On the navigation menu, choose Routing, Quick connects, Add quick connect.

  2. On the Add quick connect page, enter a name for the quick connect, for example, John Doe's cell phone.

  3. For Type, select Phone number.

  4. For Phone number, enter the mobile phone number, starting with the country code. In the US, the country code is 1, as shown in the following image.

    The phone number on the Add quick connect page.

  5. Choose Save.

Add the quick connect to a queue. Agents working this queue will see the quick connect in their CCP.

  1. Go to Routing, Queues, and choose the queue you want to edit.

  2. On the Edit queue page, in Outbound caller ID number, choose a number claimed for your contact center. This is required to make outbound calls.

  3. At the bottom of the page, in the Quick connect box, search for the quick connect you created, for example, John Doe's cell phone.

  4. Select the quick connect. In the following image of the Edit queue page, a phone number has been selected for the Outbound caller ID number, and John Doe's cell phone has been selected as the quick connect.

    The Edit queue page, the quick connect for John Doe's cell phone number.

  5. Choose Save.

Test the quick connect

  1. Open the Contact Control Panel.

  2. Choose Quick connects.

  3. Select the quick connect you created, and then choose Call.

    The quick connects page in the CCP, an entry for John Doe's cell phone.

More examples

Configured Agent and Queue quick connects only appear in the CCP (Contact Control Panel) when an agent is on an active call. External quick connects appear in the CCP at all times.

Agent quick connects

Let's say Agent A is on inbound call and during the conversation he would like to transfer the call to another agent B.

  1. Agent A initiates the agent quick connect by choosing Transfer on the CCP and selecting Agent B quick connect. As soon as agent A chooses Agent B quick connect, the CCP status of Agent A changes to "Connected."

    Even though status of transferred call (internal transfer) shows connected status the call is not connected to agent B.

  2. The Agent transfer flow that is associated with agent quick connect gets invoked.

    The call is still not connected to Agent B.

  3. Agent B gets notification in his/her CCP window to either accept or reject the calls.

  4. Agent B accepts the incoming call and the status in CCP changes to "Connecting."

  5. Agent whisper flow is played at agent A end who transferred the call to agent B.

  6. Customer whisper flow is played at agent B end.

Finally after 6th step, Agent A and B gets connected for conversation and the status in CCP for agent B changes to "Connected."

Queue quick connects

Let's say Agent A is on inbound call and during the conversation he would like to transfer the call to another queue.

  1. Agent A initiates the queue quick connect by choosing Transfer on the CCP and then selecting "XYZ" queue transfer. As soon as agent A clicks on queue quick connect, CCP status of Agent A changes to "Connected."

    Even though status of transferred call (internal transfer) shows connected the call is not transferred to queue.

  2. The Queue transfer flow that is associated with queue quick connect gets invoked. In this flow the Transfer to queue block is placed to transfer the contact to required queue, in this case the "XYZ" queue. At the end of step 2, the call is in the "XYZ" queue. Let's say Agent B is assigned to work on contact in "XYZ" queue and agent B is in "Available" status.

  3. Agent B gets notification in the CCP to either accept or reject the calls.

  4. Agent B accepts the incoming call and the status in CCP changes to "Connecting."

  5. Agent whisper flow is played at agent A end who transferred the call to "XYZ" queue.

  6. Customer whisper flow is played at agent B end.

Finally after 6th step, Agent A and B gets connected for conversation and the status in CCP for agent B changes to "Connected."

External quick connects

No flows are involved in external quick connects. When agent A uses external quick connect the call is directly connected the destination parties (without invoking any flows).

Because no flow is involved in external quick connects you cannot set the outbound caller id. Caller ID is used from the queue configuration.

During invocation of Agent/Queue/External quick connects the caller of the inbound call which Agent A was working on will hear the Customer hold flow.