Need assistance configuring Amazon Connect to retry call distribution to same agent until answered

In Amazon Connect, the default behavior when an agent rejects a call is for the call to be routed back to the queue, which is why you're experiencing the current behavior. To achieve your desired call distribution pattern, you'll need to make some adjustments to your configuration.

For extending the ring time per agent: You can modify the ring time by adjusting the "Maximum time to answer" setting in your routing profile. This can be increased from the default 15 seconds up to 120 seconds as you requested. This will give each agent more time to answer before the call moves to the next agent.

For implementing continuous retry behavior between agents:

1. In your contact flow, use a "Transfer to queue" block with appropriate settings.
2. Configure the "Maximum number of retries" setting in the "Transfer to queue" block. This determines how many times Amazon Connect will attempt to route the call if it's not answered.
3. Set the "Minimum time between attempts" to control how quickly the system retries routing the call.

If you have only one agent available, the call will continue to ring for that agent based on your routing profile settings. If you have two agents, the call will alternate between them according to your queue priority settings.

For more complex retry logic, you might need to implement a custom solution:

1. Create a loop in your contact flow that checks if the call was answered.
2. If not answered, route it back to the queue with the same priority settings.
3. Add a counter to track the number of retry attempts and implement a timeout condition to eventually exit the loop.

This approach will ensure that calls continue to be routed between your available agents until someone answers or until your defined queue timeout is reached, providing a better experience for your customers and ensuring fewer missed calls.
Sources
Amazon Connect rejected call still keeps ringing back | AWS re:Post
Set up queued callback by creating flows, queues, and routing profiles in Amazon Connect - Amazon Connect
Maintaining Position in Queue to Callback with AWS Connect | AWS re:Post

Hi, thanks for your earlier response.

I’m very new to Amazon Connect and don’t have much hands-on knowledge yet, so I may be missing something obvious. When I try to follow your guidance:

I cannot find the “Maximum time to answer” setting anywhere in the routing profile to increase the agent ring time from 20 seconds up to 120 seconds.

I also don’t see a “Maximum number of retries” option in the “Transfer to queue” block in the contact flow editor.

Since I’m still learning Amazon Connect, could you please provide a more detailed, step-by-step guide (with exact navigation steps or screenshots if possible) to show:

Where exactly to configure the ring time per agent.

How to set up continuous retry behavior between agents — including where those retry settings live, or if they need to be implemented differently in the contact flow.

Any additional prerequisites or permissions I might need to see those options.

A very clear beginner-level explanation would really help me a lot.

Thanks in advance for your patience and guidance!

Best Regards

Vidyasagar Kanji