Amazon Connect - Omni Channel SF - Transfer to non available agents

Question

Hello, currently we are having trouble figuring out a way to transfer calls from one agent to another that is not in the available status. For example some employees take calls from the que while others work the more technical tasks. I would like to make it so that all the agents could transfer calls to each other and them not having to be available for voice to pickup the transfer. The problem that we have ran into is that it forces the other tech to go available for voice and usually calls from the ques end up going to them first instead of the transferred call. All employees need to be able to pick up from the ques if needed, but not all of them are available all day as they are working on other things, but still need to be able to have calls transferred to them.

re:Post Agent · Answer

To address your situation with Amazon Connect and Salesforce Omni-Channel, you can set up agent-to-agent transfers that allow agents to transfer calls to other agents regardless of their availability status. Here's how you can approach this:

1. Set up quick connects for agent-to-agent transfers. This allows agents to transfer calls to specific agents directly, bypassing the queue system.

2. Create a custom "Transfer to agent" flow. This flow should use the "Set working queue" block to transfer the contact to the specific agent's queue. This method supports an omnichannel experience and is recommended over the "Transfer to agent (beta)" block.

3. When setting up the flow, configure the "Set working queue" block to transfer the contact to the agent by choosing "By agent", "Set dynamically", with Namespace = Agent and Value = User name.

4. Add a "Transfer to queue" block after the "Set working queue" block in your flow.

5. Ensure that all agents have the necessary permissions and routing profiles to receive transferred calls, even when not in an "Available" status for voice.

6. You may need to adjust your routing profiles and queue priorities to ensure that transferred calls take precedence over general queue calls for agents who are not actively taking calls from the queue.

7. Consider using presence sync rules between Salesforce and Amazon Connect to manage agent availability across both platforms more effectively.

8. If necessary, you can explore using the Amazon Connect Streams API to build a custom solution that manages agent statuses and call routing more precisely to fit your specific needs.

By implementing these steps, you should be able to allow all agents to transfer calls to each other, regardless of their current availability status, while still maintaining the ability for some agents to work on technical tasks without being interrupted by general queue calls.
      
**Sources**  
[Set up agent-to-agent transfers in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/setup-agent-to-agent-transfers.html)  
[Set up contact transfers in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/transfer.html)  
[Keep agent status as "Available" - not "Missed" | AWS re:Post](https://repost.aws/questions/QUnfAKG5SQTZu2ipqDdCSN8g/keep-agent-status-as-available-not-missed)  
[Quick connect scenarios for transferring contacts - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/how-quick-connects-work.html)

Amazon Connect - Omni Channel SF - Transfer to non available agents

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