How do I troubleshoot agent transfer failures?

Resolution

The API request failed

When your agent starts a quick connect, the Amazon Connect Contact Control Panel (CCP) calls the CreateAdditionalConnection API. If the call fails, then the "createAdditionalConnection API request failed" error is shown in the CCP logs. This error occurs when the endpoint isn't valid or there are network-related issues. To resolve network-related issues, check the agent's network configuration.

In the following scenarios, CCP makes another CreateAdditionalConnection API before the failed API call:

• The agent selects the destination number twice when the agent uses quick connects to dial an external number.
• The agent selects the call button twice when the agent selects a quick connect.
• A custom CCP is misconfigured to call the API twice.

The agent transfer the call to the wrong queue or number

The agent might transfer the call to the wrong queue or number. Check the quick connect configuration to make sure that you configured the correct destination for phone number quick connects.

If the agent uses a user or queue quick connect, then check the transfer flow's configuration for the following blocks:

• Transfer to Phone Number
• Transfer to Queue
• Transfer to Agent

The preceding blocks overwrite the target destination that you configured for the quick connect when they're run in a contact flow.

The quick connect doesn't appear

The following reasons can cause a quick connect not to appear.

Incorrectly configured in the queue

You configured the quick connect in the queues that are associated with that agent's routing profile. If the agent doesn't have access to a specific quick connect, then you must check all the queues.

The agent isn't currently on a contact

When an agent isn't on a contact, queue and user quick connects aren't shown. The agent can use only phone number quick connects when not on a contact.

The call disconnects during cold transfers

Quick connects don't support cold transfers. When the agent activates a quick connect and disconnects before the session is established, the connection of the other user is disrupted. If the user has a custom CCP with a cold transfer function, then a short delay is required before the original agent is disconnected.

The quick connect rings for a long time before connection is established

For queue and user quick connects, the agent hears the ringtone until the first interactive block is reached in the transfer flow. If a lot of blocks are running then the agent experiences a long ring time.

Phone number quick connects don't ring or instantly disconnect

Phone number quick connects use the caller ID number that you configured for the queue that the call is currently in. If you don't configure a caller ID number for the queue, then the call might fail. Direct outbound calls work to the destination number, but the quick connect calls fail.