Flow block: Call phone number

Description

• Use to place an outbound call from an Outbound Whisper flow.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel	Supported?
Voice	Yes
Chat	No - Error branch
Task	No - Error branch

Flow types

You can use this block in the following contact flow types:

• Outbound Whisper flow

Properties

Outbound whisper flows run in Amazon Connect immediately after an agent accepts the call during direct dial and callback scenarios. When the flow runs:

• The caller ID number is set if one is specified in the Call phone number block.

• If no caller ID is specified in the Call phone number block, the caller ID number defined for the queue is used when the call is placed.

• When there is an error with a call that is initiated by the Call phone number block, the call is disconnected and the agent is placed in AfterContactWork (ACW).

Only published flows can be selected as the outbound whisper flow for a queue.

Note

To use a custom caller ID, you must open an AWS Support ticket to enable this feature. For more information, see Set up outbound caller ID.

Configured block

When this block is configured, it looks similar to the following image:

There is no error branch for the block. If a call is not successfully initiated, the flow ends and the agent is placed in an AfterContactWork (ACW).

Sample flows

See these sample flows for scenarios that use this block:

• Sample customer queue priority

• Sample queue configurations

Scenarios

See these topics for more information about caller ID works:

• Set up outbound caller ID