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Call transfers and billing
Hello all, Does anyone have any in depth knowledge on how transferring to an external number works in Connect? I'm specifically interested in if there is (or should be) a difference in billing for when "Resume flow after disconnect" is enabled/disabled. Also, would like to know if there should be any differences when transferring to a SIP enabled external number versus a POTS line.
We've seen instances where Amazon Connect is charging for the entire length of a call after the caller has transferred out. I need to know if this is normal and just something we should account for or if this is a conditional thing.
Thanks in advance!
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Amazon Connect will continue to accrue charges after transferring the call to a third party. In this case the call will trombone through Amazon Connect for the duration of the call and not be disconnected because there is no "SIP REFER" at the carrier level. You will be paying for the inbound platform per minute, the telephone number, and the outbound per minute charges. We have requested the SIP REFER capability within the product.
Hi,
With "Resume flow after disconnect" enabled, you will be charged for the entire duration of the contact, even after the external transfer is completed. This is because the contact remains active in Connect until it's explicitly ended or the caller hangs up and reconnects to the flow. The billing and the "Resume flow after disconnect" setting work the same way, regardless of whether the external number is SIP-enabled or a traditional POTS line.
If you're seeing instances where Amazon Connect is charging for the entire length of a call after the caller has transferred out, it is likely due to the "Resume flow after disconnect" setting being enabled. This behavior is expected and is not a conditional thing.
Thank you, @StefanoB That was what I had thought, but what if we are seeing it with "Resume flow after disconnect" disabled. Is there any reason for that to happen?
We should not be seeing charges if that is disabled, correct?
I too would like confirmation on this. My understanding was that Connect will hang on to the call on the transfer even if it doesn't pull the call back.
Set up Amazon Connect external voice transfer to an on-premise voice system https://docs.aws.amazon.com/connect/latest/adminguide/external-voice-transfer.html
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Thank you for answering the call directly. This confirms how I understood the functionality too.
so that's why I'm seeing 15 minute calls in Amazon Connect Contact search that don't even end up being queued to an agent (and all my transfer-to-phone-number blocks don't have a timeout setting--they only have the error leg).... wow that is really dumb. Thank you for requesting that capability!!
@Marc Fontenot- is there any update on this SIP REFER capability that was requested for Connect?