How do I troubleshoot quick connects 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

When you try to create or save new quick connects, you might see the following error message:

"We couldn't save quick connects"

The preceding error can occur for the following reasons:

• When you create a new quick connect, the description for the quick connect is empty.
• You reached the Amazon Connect instance's quota for quick connects.

Include a description for the quick connect

When you create a quick connect, you must include a description for it. If you don't include a description, then the quick connect doesn't appear in the CCP.

Add the quick connect to the queue

Complete the following steps:

1. Open the Amazon Connect console.
2. Select an instance.
3. In the navigation pane, expand Routing, and then choose Queues.
4. Select a queue.
5. In the Quick connects section, expand the menu.
6. Select your quick connect.
7. Choose Save.

For more information, see Allow agents to see quick connects.

Check quick connect type

If your quick connect doesn't appear in the CCP, then check the quick connect type. When there's no active call, only the Phone number quick connects appear in the CCP. For active calls, the User and Queue quick connects appear.

You tried to assign more than 700 quick connects to a queue

You can add up to 700 quick connects to a queue. Check your queue to determine whether you reached the quota. If need more than 700 quick connects, then submit a quota increase for quick connects to AWS Support. For more information, see Amazon Connect service quotas.

You can't delete your queue

You can't use the Amazon Connect console to delete queues. Instead, you must use the DeleteQueue API or the delete-queue AWS CLI command.

For queues that have associated quick connects or routing profiles, you must disassociate the quick connect or routing profile before you can delete the queue. You can use either the Amazon Connect console or DisassociateQueueQuickConnects and DisassociateRoutingProfileQueues Amazon APIs to disassociate them. Or, use the Routing Profiles from Queues, and then delete the queue.

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

There isn't 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, use the Queue quick connect solution. Create a Transfer to queue flow block. 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 

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

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

If you don't specify the Outbound caller ID in Queue configurations, then you can't use Phone numbers quick connects to transfer calls to external numbers.

Queue quick connects use the Transfer to Queue flow. You can specify a custom caller ID in the Transfer to Phone number block. If you don't specify a custom caller ID in Transfer to Phone number block, then the block uses the default caller ID from Queue configurations.

You can't identify the agent that transferred the contact

For Queue quick connects, use the Queue transfer flow. 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 the contact ID is generated, you can see the agent who initiated the transfer.

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

Related information

Create quick connects in Amazon Connect

Quick connect scenarios for transferring contacts

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