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Permanently set agent status to available

0

I have a contact flow that's working great in Amazon Connect. When a customer calls they press 1 to be forwarded to an agent that has a desk phone # setup which is actually a cell phone #. The problem is the cell phone only rings when the agent is logged into the CCP. Is there a way to configure the agent's status to permanently be set to "Available" so their cell phone will always ring no matter if they are logged into the CCP or not?

Topics
Application IntegrationBusiness Applications
Tags
Amazon Connect
Language
English
SlapHap
asked 4 years ago425 views
1 Answer
0
Accepted Answer

Hi,

If you always need to goto the same Agent/Mobile Number, then instead of transferring to the queue, send option to ‘transfer to phone number’ action block.

Details : https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html

Thx
Dan

DanBloy
answered 4 years ago

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