How to Remove the prompt "Transferring your call now" from the Flow

Question

Im using two Contact flows: Sample SCV Omni-Channel Subflow - Basic Routing With Case Creation & Sample SCV Inbound Flow. In one of these two, there is an apperant voice saying " Transferring your call now". I cant seem to find any prompt in any of these two Flows.

How can i remove this default prompt? I dont want the end customer to be told that the call is being transferred.

Accepted Answer

You might be using "Transfer to queue" block in anyone of these flows. When a contact is transferred to queue, customer queue flow is used to play to the customer till agent is connected.

https://repost.aws/knowledge-center/connect-change-default-queue-message

You can check the same and then edit accordingly

Answer

If you've used a "Play Prompt" block anywhere in the flows, check for a custom audio file that might be playing that phrase. If you have external routing profiles configured, check those settings. Some routing profiles have their own prompts for transfers.

How to Remove the prompt "Transferring your call now" from the Flow

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