AWS Connect call agents without being logged in

Question

Hi,

Please help. For my use case I need AWS Connect agents to answer customer calls using their mobile. I managed to configure pick-up from mobile phone for each agent but it will forward calls only if the user in logged in into the Agent console. How can I make the mobile phone forward to function only for the call center opening schedule?

Thank you

Answer

If you want to transfer to phone numbers without needing to have someone be logged in you could check for opening hours and if it is during opening hours use a Lambda function to retrieve the phone number you want to dial from a DynamoDB table and then make an outbound phone call using the "Transfer to phone number" block.

AWS Connect call agents without being logged in

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