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You're correct that Amazon Connect, like most AWS services, has quotas in place that can be adjusted. The Administration Guide has information on quotas and how to request an increase; see https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html for details. ('Concurrent active calls per instance' is the relevant quota here.) Note that the queue limit for an individual queue can be set lower than this value, so you can choose to handle that situation in your flows via the 'At capacity' branch of the 'Transfer to queue' block.
Hi,
You are right on the reorder tone. As per the documentation [1], "Incoming calls: The next incoming call gets a reorder tone (also known as a fast busy tone), which indicates no transmission path to the called number is available".
I think what you are looking for is in the same page as well [2] where you can define the maximum number in a queue. You can then define a routing for when the queue is full [3].
Note: By default you cannot set Maximum contacts in the queue to be greater than your Concurrent calls per instance service quota. For information about default service quotas and how to request an increase, see Amazon Connect service quotas [4].
[1] https://docs.aws.amazon.com/connect/latest/adminguide/set-maximum-queue-limit.html#when-queue-full
[2] https://docs.aws.amazon.com/connect/latest/adminguide/set-maximum-queue-limit.html#cap-queue
[3] https://docs.aws.amazon.com/connect/latest/adminguide/route-based-on-queue-capacity.html
Thank you for a detailed response. I have been trying to poke around 'Route based on Queue Capacity' and is trying to figure out where does the transfer to queue block needs to be added. Does it need to be at the beginning of the first IVR?
Check this out: https://github.com/awsdocs/amazon-connect-admin-guide/blob/master/doc_source/transfer-to-queue.md. there is a sample at the bottom that allows you to setup a callback as well.
For Service Cloud Voice, 10 is the default. Which you will need to raise per documentation from SF SCV as well.
https://help.salesforce.com/s/articleView?id=sf.voice_setup_aws_service_quotas.htm&type=5
here are other limits in the page, please increase for all of them as you need them in product. The default limits are for testing environments usually
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Thank you for your response. I have been trying to poke around 'Route based on Queue Capacity' and is trying to figure out where does the transfer to queue block needs to be added. Does it need to be at the beginning of the first IVR?
The transfer to queue block will place the contact into queue. It's not usually at the beginning of the IVR as you'd typically want to play an initial message, check hours of operation, get input from the caller etc. You need to set the working queue before using a transfer to queue block.
If you'd like some more general information, a good starting point is the workshop at https://catalog.workshops.aws/amazon-connect-getting-started/en-US. (The agent experience is different compared to Service Cloud Voice but the configuration interface and concepts still apply.) This also includes links to other training materials.