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I understand you're experiencing issues with agents transferring calls to external numbers in Amazon Connect. This is a complex issue that could have several causes. Let's break down the problem and explore where you can find more information:
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Outbound Calling Setup: First, ensure that outbound calling is properly set up in your Amazon Connect instance. This includes enabling the "Make outbound calls with Amazon Connect" option in the Telephony settings.
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Agent Permissions: Verify that the agents have the necessary permissions to make outbound calls. They should have the "Contact Control Panel (CCP) - Make outbound calls" permission in their security profile.
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Destination Number Issues: The problem could be related to the destination number. It's possible that outbound calling might not be allowlisted for the country or prefix you're trying to dial, or the destination number might be invalid or unreachable.
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Concurrent Call Quota: Check if you've reached the concurrent active call quota for your instance.
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Caller ID Configuration: Ensure that the outbound caller ID number is properly configured for the outbound queue.
Regarding where to find more information about the outbound leg of the call:
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Contact Trace Records (CTRs): These provide detailed information about each contact, including transfer attempts. You can access CTRs through the Amazon Connect console or by using the GetContactAttributes API.
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CloudWatch Logs: While you've mentioned checking CloudWatch, ensure you're looking at the correct log groups. Amazon Connect creates several log groups, including those for contact flows and agent events.
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Amazon Connect Metrics: Real-time and historical metrics in the Amazon Connect console can provide insights into transfer success rates and other relevant data.
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AWS Support: If you're still unable to pinpoint the issue, consider creating an AWS Support case. Include details such as the contact ID, agent ARN, timestamp of the transfer attempt, and any relevant error messages or logs.
By thoroughly investigating these areas and leveraging the available logging and monitoring tools, you should be able to gather more information about the outbound leg of the call and identify the root cause of the transfer issues.
Sources
Enable outbound calls in your Amazon Connect instance - Amazon Connect
Troubleshoot outbound call issues in Amazon Connect | AWS re:Post
Thanks Magda,
The dialed party is a external PBX and this disconnect the call. Agent is using a quick connect. I see third party disconnect cause on Cloudwatch logs, but I'm not sure if I interpret the logs correctly. So my question is, is it some other tool or place where I can check that. Or where I can trace a direct outbound call placed for agent (not flow involucrated) so we can reproduce the issue and simplify the troubleshooting proces. Thanks
First: have you tried dial the number the agent is transferring the call to? You may be able to hear the experience on the other side and see if there is a menu option that expects user input and has a timeout in place. Otherwise, try grabbing the logs from the agent computer that initiates this external transfer and check the CCP Log Parser (https://tools.connect.aws/ the log parser is the second tool on that page) to see if the Amazon Connect Streams events details give you any information on what happens there.
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AWS OFFICIALUpdated 5 months ago
Can you provide more context on the issue you are experiencing/troubleshooting so we can better understand the ask? Is the call not reaching the dialed party? Is the agent reporting any issues with the outbound call leg? Is the agent using Quick connects, manually dials the number or is there an integration in the CRM that makes that call?