How do I troubleshoot quick connects issues?

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I want to troubleshoot my Amazon Connect quick connects.

Resolution

To troubleshoot your Amazon Connect quick connects issue, review the following errors.

Note: If you receive errors when you run AWS Command Line Interface (AWS CLI) commands, then see Troubleshooting errors for the AWS CLI. Also, make sure that you're using the most recent AWS CLI version.

Can't see the queue or agent type of quick connect from the CCP

If quick connects are added within the Amazon Connect console but you can't see them within the Contact Control Panel (CCP), then check the following:

Verify that the quick connect is added to the queue.

To verify that the quick connect is added, complete the following steps:

Open the Amazon Connect console.
Choose an instance.
On the navigation pane, expand Routing, and then choose Queues.
Select a Queue that you want to check.
In the Quick connects section, expand the menu.
Select the quick connect that you created from the list.
Choose Save.

For more information, see Enable agents to see quick connects.

Check quick connect type

Quick connects supports three connection types: AGENT, QUEUE, and EXTERNAL. When there is no active call, only the EXTERNAL quick connects in the CCP appear. However, if the customer is on an active call, then the AGENT and QUEUE quick connects appear.

Can't delete queue and receive an error

To delete an Amazon Connect queue, use the DeleteQueue API or the delete-queue AWS CLI command.

Note: You can't delete queues through the Amazon Connect console.

If the queue is associated to any quick connects or routing profiles, then you must disassociate those first before you can delete the queue. Use either the Amazon Connect console or Amazon APIs to disassociate quick connects or Routing Profiles from Queues, and then delete the queue.

Can't assign more than 700 quick connects to a queue

You can add a maximum of 700 quick connects to a queue.

Use quick connects to transfer customers to a contact flow during a call

To choose between more than one contact flow transfer option during a call, use the Queue quick connect solution. There isn't a quick connect type to transfer customers to a contact flow. Use the Transfer to queue flow block instead. For more information, see How do I allow agents in my Amazon Connect contact center to transfer customers to a contact flow during a call?

Set caller ID for quick connect or unable to use Phone Number Quick Connects to transfer calls to external number

You can't set a custom caller ID for a phone number quick connect because there are no flows involved. When an agent starts a phone number quick connect, the call is directly connected to its destination without any flows. The caller ID specified in the Queue configuration is used and can't be customized.

If the Outbound caller ID isn't specified in Queue configurations, then you can't use Phone numbers quick connects to transfer calls to external numbers.

Queue quick connects use the Transfer to Queue flow. You can specify a custom caller ID in the Transfer to Phone number block. If no custom caller ID is specified in Transfer to Phone number block, then the default caller ID specified in Queue configurations is used.

Use quick connects to identify the agent that transferred the contact

For Queue quick connects, use the Queue Transfer flow. For Agent quick connects, use the Agent Transfer flow.

Use the Set Contact Attributes block and Create a user defined attribute for Agent name block in either of the flows. After the contact ID is generated, you can see the agent who initiated the transfer.

Note: This solutino doesn't work for Phone number quick connects because there are no flows involved.