Amazon Connect Queues

Question

We are having issues with Amazon Connect callback queues sending contacts to agents outside of the queue's hours of operation  We are trying to mitigate this problem by capturing the callback request and creating a record in a Dynamo table with the intent of programmatically controlling when the callback happens.  The problem is that we can't seem to figure out how to create a contact in code.  Perhaps we are not approaching the problem correctly.  Any guidance is much appreciated.

Answer

There is no out of the box way to programmatically schedule a callback.  But there are two other options:

1)  https://github.com/aws-samples/amazon-connect-callback-helper follow this to do a schedule callback.  It uses a schedule outbound call with information to request a callback at a specified time

2) Without using a schedule outbound call to, you can create various branch to execute the transfer to queue with callback with a different initial delay in the parameter.  Although the initial delay cannot be dynamic, you can have multiple xfer to q with 1 hr, 2 hr.... 10 hr initial delay separately, and figure out what is the current time (using a Lambda function) and use Check Contact Attribute to branch to different initial delay.

When Initial Delay is use, the contact is put into a "scheduled" state and even with agent available, they will not be reached until the delay is finished and move into the queue.

https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html#transfer-to-queue-properties

Amazon Connect Queues

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