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Contact Attributes not loading before call gets connected for outbound calling

0

When we initiate an outbound call from Amazon connect CCP, when call is in "Connecting" state contact attributes are not getting loaded, contact attributes are loading only after the call gets connected.

For Inbound calls we are not seeing this issue. Before and after the call connected we are able to see the contact attributes

  • Magda
    a year ago

    How are you planning to use these attributes while connecting? What challenge are you solving for? Depending on your outcome, the solution may be different.

Topics
Application IntegrationBusiness ApplicationsMachine Learning & AI
Tags
Amazon Connect
Language
English
asked a year ago123 views
1 Answer
0
Accepted Answer

I understand that contact attributes not loading before the call gets connected for outbound calling in Amazon Connect.

For outbound calls initiated from the Contact Control Panel (CCP), the contact attributes are typically set after the call is established. This means that during the "Connecting" state, these attributes may not yet be available. The attributes are usually populated once the call transitions to the "Connected" state.

This behavior differs from inbound calls, where contact attributes can be set earlier in the call flow, often before the agent receives the call. This is why you're able to see the attributes both before and after the call is connected for inbound calls.

answered a year ago
AWS
SUPPORT ENGINEER
revised a year ago

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