Amazon Connect recording on externally transferred calls

When it comes to recording calls transferred to external systems in Amazon Connect, there are specific behaviors to be aware of:

If a call is transferred during a flow or IVR interaction using the "Transfer to phone number" block, the recording will continue to capture what the customer says and hears even after they are transferred to an external voice system.

However, if the transfer to an external number occurs during an agent interaction, the recording will not continue after the agent leaves the call. This means that once the agent completes the transfer and disconnects from the call, the recording stops.

This is an important limitation to understand when planning your call recording strategy with Amazon Connect, especially when integrating with on-premises systems via external voice connectors.
Sources
Data handled by Amazon Connect - Amazon Connect
When, what, and where for contact recordings in Amazon Connect - Amazon Connect
Flow block in Amazon Connect: Set recording and analytics behavior - Amazon Connect

External Voice Connector: Amazon Connect's external voice connector allows for the transfer of voice calls and metadata to other voice systems, including on-premise systems.

Recording from Originating Device: If call recording is initiated from the Amazon Connect side (the originating device), the recording will continue even after the call is transferred to the on-premise system.

Contact Lens with External Voice: Amazon Connect's Contact Lens with external voice feature provides tools for recording, real-time and post-call analytics, and agent evaluations for calls transferred using the external voice connector.

SIP-Based Transfer: The transfer to an external voice system utilizes SIP (Session Initiation Protocol) for a direct connection, rather than relying on the public telephone network.

No Correlation of Contact IDs: While the call can be recorded, it's important to note that the ContactId in Amazon Connect will not be the same as any identifier used by the on-premise system for the transferred portion of the call.

SOURCES: https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-external-voice-pricing-changes/#:~:text=External%20voice%20transfer%20directly%20transfers,voice%20%2D%20Amazon%20Connect%20Administrator%20Guide https://docs.aws.amazon.com/connect/latest/adminguide/external-voice-transfer.html