How do I troubleshoot Amazon Connect quick connect issues?

Resolution

Note: If you receive errors when you run AWS Command Line Interface (AWS CLI) commands, then see Troubleshooting errors for the AWS CLI. Also, make sure that you're using the most recent AWS CLI version.

You can't save your quick connect

If you didn't provide a destination for the quick connect or you reached an instance's quota, then you might receive the "We couldn't save quick connects" error message.

To resolve this error, specify the destination in the quick connect configuration. To request a quota increase, contact AWS Support.

Agent can't see the quick connect on the CCP

When you create a quick connect, make sure that you added the quick connect to the respective queues. Check that you associated the queues to the routing profile of the agent. Then, turn on your agents to see quick connects in the Contact Control Panel (CCP) when they transfer a contact.

If your quick connect doesn't appear in the CCP, then check the quick connects type. If there isn't an active call, then only the Phone number quick connects appear in the CCP. For active calls, the User and Queue quick connects appear.

Check your queue to confirm whether you reached the quota

You can only add up to 700 quick connects to a queue. For more information, see Amazon Connect service quotas.

To add more than 700 quick connects to a queue, create an additional queue for the remaining quick connects. Then, add both queues to the agents' required routing profile so that agents can use the two queues to access up to 1,400 quick connects.

You can't delete your queue

If you can't delete queues in Amazon Connect, then run the DeleteQueue API operation. Or, run the delete-queue AWS CLI command.

For queues with quick connects or routing profiles, disassociate the quick connect or routing profile before you delete the queue. To disassociate them, use Amazon Connect to use the Routing profiles from Queues, and then delete the queue. Or, run the DisassociateQueueQuickConnects and DisassociateRoutingProfileQueues API operations.

You can't transfer customers to a contact flow during a call

Amazon Connect doesn't offer a quick connect connection type to transfer customers to a contact flow. To choose between more than one contact flow transfer option during a call, choose the Transfer to queue flow block. Then, create a Queue quick connect. For more information, see How do I allow agents in my Amazon Connect contact center to transfer customers to a contact flow during a call?

You can't set a caller ID for a Phone number quick connect

You can't directly set a caller ID in a Phone number quick connect configuration. When an agent uses a Phone number quick connect to transfer a call, Amazon Connect connects the call to its destination without flows. If there aren't flows, then you can't set a custom caller ID for a Phone number quick connect. Instead, Amazon Connect uses the caller ID that's specified in the Queue configuration, and you can't configure another caller ID.

If you initiate the external quick connect from CCP when there is no active call, then an outbound call is initiated. The caller ID can be configured from either the outbound queue configurations or the Transfer to Phone number block in the outbound whisper flow. If you don't specify a custom caller ID in the Transfer to Phone number block, then the block uses the default caller ID from Queue configurations.

You can't use the Phone number quick connects to transfer calls to an external number

If you don't specify Outbound caller ID in Queue configurations, then you can't use Phone number quick connects to transfer calls to external numbers if there is no active call. You get the "Invalid outbound configuration" error. To resolve, specify the outbound caller ID in the Queue settings.

You can't identify the agent that transferred the contact

The default Queue transfer flow transfers a customer to another queue. For Queue quick connects, use the Queue transfer flow.

The default Agent transfer flow transfers a contact to another agent. For Agent quick connects, use the Agent transfer flow.

Use the Set contact attributes block and Create a user defined attribute for agent name block in either of the flows. After Amazon Connect generates the contact ID, you can view the agent who initiated the transfer.

Note: This solution doesn't work for Phone number quick connects because there are no flows and the call directly connects.

Related information

Quick connect scenarios for transferring contacts

How do I allow agents in my Amazon Connect contact center to transfer contacts using the CCP?