Transfer to Queue from CCP does not connect

Question

I have hit a problem with 2 instances in different AWS accounts, whereby if I have a call and I want to transfer a call to another queue, the call rings once to the other queue and then discounts and leaves the customer on hold and I hear music on hold, the call is not queuing as the realtime dashboard is not showing anything.
I have stripped this back to the default contact flow and basic queues, using chrome and firefox but the same happens.
I create a new account and instance and the same happened, there is an SCP and Guardrails but looking through these there is nothing obvious.
I tried the same on my personal instance (w/o SCPS etc) and it works as expected.

has anyone come across a similar issue?

Accepted Answer

I had the same issue, as some point AWS reduced the concurrent calls service quota to 1 although the service quota portal said 10. Once I raised a ticket to increase this value the problem was solved.

Answer

I've not run into this and I would tend to believe it's a configuration issue.
- How is the quick connect configured?
- How's the flow configured?
- How's the Q you're transfering to configure?

david

Transfer to Queue from CCP does not connect

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