Flow block: Call phone number - Amazon Connect

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 flow types:

  • Outbound Whisper flow

Properties

The following image shows an example of what the Call phone number properties page looks like when you select a phone number manually. The Select a number from your instance option is selected, and the dropdown menu displays a list of available phone numbers claimed for your instance.

The Call phone number properties page. The Select a number from your instance option.

The following image shows an example of what the Call phone number properties page looks like when you select a phone number dynamically. The Use Attribute option is selected. The Namespace box is set to User-defined. The Attribute box is set to MainPhoneNumber.

The properties page of the Call phone number block. The Use Attribute option is selected, Namespace is set to User-defined.

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

The following image shows an example of what this block looks like when it is configured. It shows the Caller ID phone number, and a Success branch.

A configured Call phone number block.

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

Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows. Following are topics that describe the sample flows which include this block.

Scenarios

See these topics for more information about caller ID works: