How do I remove contacts from a callback queue in Amazon Connect?
I want to remove all contacts in my Amazon Connect contact center's callback queue.
Resolution
To remove specific contacts from your callback queue, it's a best practice to use the StopContact API.
Note: If you want to remove a contact but don't know the contact ID, then Subscribe to Amazon Connect contact events.
If you can't use the StopContact API, then refer to the following options:
- Manually answer the contacts in the queue.
- Wait 7–14 days for Amazon Connect to remove the contacts.
- Deactivate the callback queue. Then, create a new callback queue to replace the deactivated queue. After you create the new callback queue, change the Set working queue parameter to the new queue in the contact flow. For instructions, see Create a flow for queued callbacks. Also, add the new callback queue to your agents' routing profile.
Important: If you deactivate the callback queue, then keep the following points in mind:
- Deactivating the callback queue doesn't remove the contacts from the queue. Deactivating the queue only prevents Amazon Connect from adding new contacts to the queue.
- If you don't change the Set working queue parameter in the associated contact flow, then Amazon Connect doesn't create new callback contacts.
- You must update any APIs that use the previous queue's Amazon Resource Name (ARN) with the new callback queue's ARN. For example: the GetMetricData action.
For more information, see Set up routing in the Amazon Connect Administrator Guide.
For the solution using EventBridge, the following event filter can be used to identify only events of interest for callbacks:
{
"source": ["aws.connect"],
"detail-type": ["Amazon Connect Contact Event"],
"detail": {"eventType": ["INITIATED","DISCONNECTED"],
"initiationMethod": ["CALLBACK"]
}
}
When eventType is INITIATED, it was added to callback. When eventType is DISCONNECTED, it was removed.
To remove the callbacks, you would call the StopContact API to all contact IDs that did not have a DISCONNECTED event already.
Thank you for your comment. We'll review and update the Knowledge Center article as needed.
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