Issues with Agent Disconnect, Reject, and Missed Call Not Routing to Voicemail in Amazon Connect

Yes, the behaviors you're experiencing are generally the default behaviors in Amazon Connect, but they can be modified to better suit your needs.

For the first scenario, when an agent switches to Offline while a call is ringing, Amazon Connect continues to process the call based on its current state in the queue. The system doesn't automatically redirect calls when an agent's status changes mid-process.

For the second scenario, when an agent rejects a call, the default behavior is indeed to route the call back to the queue, which is why you're experiencing repeated ringing. This is by design - the call needs to be answered by an available agent, even if it's the same agent who previously rejected the call.

For the third scenario with missed calls, Amazon Connect's default behavior is to keep the caller in the queue and attempt to route them to the next available agent rather than automatically sending them to voicemail.

To address these issues and implement voicemail redirection, you can modify your contact flow with these approaches:

1. Use the "Transfer to queue" block with appropriate timeout settings. You can configure how long a call should ring before timing out.

2. After the "Transfer to queue" block, add a "Check contact attributes" block to check for attributes that indicate a call was rejected or missed.

3. Configure routing paths based on these attributes to direct callers to voicemail or other destinations when calls are rejected or missed.

4. Consider implementing a queued callback option as an alternative to keeping callers waiting in the queue.

5. For desk phone setups, you might need to adjust ring duration settings to ensure calls are routed to another agent before hitting voicemail.

By implementing these changes in your contact flow, you can ensure that rejected or missed calls are handled more efficiently and callers are properly directed to voicemail when appropriate.
Sources
Amazon Connect rejected call still keeps ringing back | AWS re:Post
Amazon Connect agent using a desk phone: if they miss an inbound customer call, it goes to their message bank and the flow is broken. Is there a workaround? | AWS re:Post

Hey,

Hope you're keeping well.

In Amazon Connect, those scenarios are expected with the default routing logic — the contact stays in the queue until the queue’s Contact Flow decides otherwise. Status changes, rejects, or missed calls don’t automatically trigger voicemail unless you explicitly design that path in your queue flow. To achieve immediate voicemail routing, update your inbound queue flow to use a Check staffing or Agent availability branch, and if no agents are available or the call is returned to the queue, send it to a message/voicemail Lambda integration right away.

Thanks and regards,
Taz