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When an agent rejects a call in Amazon Connect, the default behavior is for the call to be routed back to the queue, which is why you're experiencing repeated ringing. To address this issue and route rejected calls to a different destination, you'll need to modify your contact flow. Here are some steps you can take:
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In your contact flow, after the Transfer to queue block, add a Check contact attributes block.
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In this block, check for a custom attribute that indicates the call was rejected. You may need to set this attribute in your agent's Contact Control Panel (CCP) when they reject the call.
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If the rejection attribute is present, route the call to your desired destination, such as the at capacity or error branch.
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You can then use this branch to play a message to the caller, offer a callback option, or route them to a different queue or voicemail.
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If the rejection attribute is not present, you can route the call back to the queue as normal.
Remember that the Transfer to queue block has properties that can affect how callbacks are handled, such as the maximum number of retries and the minimum time between attempts. You may want to adjust these settings to fine-tune your call handling process.
Additionally, consider setting up a separate queue for callbacks with a lower priority than your main queue. This way, rejected calls that are routed to a callback option won't interfere with incoming calls during high-volume periods.
By implementing these changes, you can ensure that rejected calls are handled more efficiently and don't continuously ring back to agents, improving both the agent and customer experience.
Sources
Set up queued callback by creating flows, queues, and routing profiles in Amazon Connect - Amazon Connect
Queued callbacks in real-time metrics in Amazon Connect - Amazon Connect
As others have said this is standard as the call needs to be answered by an available agent even if it's the same agent that is rejecting the call. If you had 2 agents and they both rejected the call, then the call would actually go from agent to agent like a ping pong ball.
david
answered 2 years ago
Contact center queues are built to distribute the incoming volume across multiple agents. Is your test relevant to how the business is going to use this setup? Is there going to be a single agent in that queue in your production environment? What would be the reason to reject a call for a single agent in the queue, can they not set themselves to unavailable instead? Think of your test cases from both customer experience and agent experience and based on that design your flows. By design, the transfer to queue at capacity treatment is triggered if the specified number of calls in queue configured as a threshold is reached. A reject from one agent, will place the call back into the queue, so another agent has an opportunity to serve that customer.