Amazon Connect Outbound DID variable selection

Question

If we set up call center agents and have them associated to multiple queues that have default DID's associated to them, how does said call center agent get an option to select a DID of choice for dialing out?

For example, agent John is set up as part of Queue 1, 2 and 3. Each queue has a default DID to use for the outbound call.

John has to call a customer back. Wants to select the DID for queue 2 to use. Next, John has to call another customer, this time he wants to use the DID from queue 1 (or maybe 3).

Looking for a way to do that, like traditional PBX function.

Any way to provide a solution for the call center agent?

Thank you in advance for feedback.

Regards.

Answer

So the outbound CLID is set by the routing profile and the outbound queue you configured for that routing profile. So what you're asking is not possible out of the box. One of the things we've discussed and I believe it's how it "could" be done is to have a custom desktop that shows with which DID you want to call out and then have the agent be moved to a RP with that Q, they then place the call and upon call end they can be sent back to their normal routing profile. Not a great way, but theoretically this would work.

david

Amazon Connect Outbound DID variable selection

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