Amazon connect behavior when transferring to external phone number

Yes, the transfer isn't doing AMD (answering machine detection) an answer is an answer. If you have control over the far end, I would send your call to something which doesn't answer unless a human is available.

david

    When transferring a call from Amazon Connect to an external phone number, the system doesn't have direct insight into the status of external phone lines or the ability to interpret audio content like greetings. By default, Amazon Connect will continue to ring when transferring to an external number that plays a greeting and then continues ringing, rather than providing a busy tone or recognizing it as a failed connection.

    This behavior is not considered a defect but is the standard operation of Amazon Connect when transferring calls. The system cannot distinguish between a greeting followed by ringing versus just ringing, as it doesn't analyze the audio content of the call.

    To address this situation, you have several options:

    1. Modify your contact flow to include a timeout for transfer attempts. You can set a specific duration after which the call would be considered unsuccessful if not connected properly.

    2. Use the "Transfer to phone number" block settings. In particular, the "Resume flow after disconnect" option affects how the call is handled after transfer. When set to "No," the call is fully transferred to the external system and Amazon Connect is no longer involved.

    3. Implement a queuing system instead of direct transfers, which gives you more control over call distribution and handling.

    4. Set up custom attributes to track call status and implement logic to handle scenarios where transfers may not connect as expected.

    5. Consider using Amazon Connect's callback options as an alternative to direct transfers when appropriate.

    These approaches can help you better manage transfers to external systems where you have limited visibility into what happens after the call is transferred.
  

Sources
Agent gets ringing sound in stead of getting busy or engage/beep sound when he makes a call while the customer is on another call. This is a Defect which needs to be addressed. | AWS re:Post
Amazon Connect rejected call still keeps ringing back | AWS re:Post
Usage implication of voice transfer configurations - Amazon Connect