Contact block: Call phone number

Description

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

Contact 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 contact 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 contact flows can be selected as the outbound whisper flow for a queue.

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 contact 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