Service cloud voice (Amazon connect)

Question

Hi,

When customer calls while all the agents are busy, they are put to a callback queue. But when agent is back to available, they unable to callback to the customer in callback queue. What all should i check as a salesforce admin?
This was working fine until recently.

Kindly help me on this.

Thanks &Regards,
Manvitha K

Patrick_Bode · Answer

Amazon Connect callbacks are system-generated based on the callback settings in the transfer to queue block (i.e. delay time).
https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html

Are outbound calls enabled for the instance via the Management Console? Callbacks are still technically "outbound" calls and will use settings in the default outbound flow.
https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-calls.html

Service cloud voice (Amazon connect)

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