Create quick connects in Amazon Connect

Quick connects are a way for you to create a list of destinations for common transfers. For example, you might create a quick connect for Tier 2 support. If agents in Tier 1 support can't solve the issue, they will transfer the contact to Tier 2.

How many quick connects can I create? To view your quota of Quick connects per instance, open the Service Quotas console at https://console.aws.amazon.com/servicequotas/.

Types of quick connects

The type of a quick connect specifies the destination. You can specify one of the following destinations.

Phone number quick connect

Contacts are transferred to a phone number (such as an on-call pager).

User quick connect

Contacts are transferred to a specific user, such as an agent, as part of a flow.

Important

User and Queue quick connects only appear in the CCP when an agent goes to transfer a contact.

Queue quick connect

Contacts are transferred to a queue as part of a flow.

Important

User and Queue quick connects only appear in the CCP when an agent goes to transfer a contact.

Step 1: Create quick connects

Following are the instructions to add quick connects manually using the Amazon Connect console. To add quick connects programmatically, use the CreateQuickConnect API.

To add quick connects

1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/. To find the name of your instance, see Find your Amazon Connect instance ID or ARN.

2. On the navigation menu, choose Routing, Quick connects.

3. For each quick connect, do the following:

   1. Choose Add new.

   2. Enter a unique name. If desired, also enter a description.

   3. Choose a type.

   4. Enter the destination (for example, a phone number, the name of an agent, or the name of a queue).

   5. Enter a flow, if applicable.

   6. Enter a description.

4. When you're finished adding quick connects, choose Save.

Step 2: Enable agents to see quick connects

To enable your agents to see the quick connects in the CCP when they transfer a contact

1. After you create the quick connect, go to Routing, Queues and then choose the appropriate queue for the contact to be routed to.

2. On the Edit queue page, in the Quick connect box, search for the quick connect you created.

3. Select the quick connect and then choose Save.

Tip

Agents see the quick connects of the queues in their routing profile, including the Default outbound queue.

Example: Create a phone number quick connect to a mobile phone

In this example, you create a phone number quick connect to a person's mobile phone. This might be for a supervisor, for example, so agents can call them if needed.

Create a quick connect for a person's mobile phone number

1. On the navigation menu, choose Routing, Quick connects, Add quick connect.

2. On the Add quick connect page, enter a name for the quick connect, for example, John Doe's cell phone.

3. For Type, select Phone number.

4. For Phone number, enter the mobile phone number, starting with the country code. In the US, the country code is 1, as shown in the following image.

   

5. Choose Save.

Add the quick connect to a queue. Agents working this queue will see the quick connect in their CCP.

1. Go to Routing, Queues, and choose the queue you want to edit.

2. On the Edit queue page, in Outbound caller ID number, choose a number claimed for your contact center. This is required to make outbound calls.

3. At the bottom of the page, in the Quick connect box, search for the quick connect you created, for example, John Doe's cell phone.

4. Select the quick connect. In the following image of the Edit queue page, a phone number has been selected for the Outbound caller ID number, and John Doe's cell phone has been selected as the quick connect.

   

5. Choose Save.

Test the quick connect

1. Open the Contact Control Panel.

2. Choose Quick connects.

3. Select the quick connect you created, and then choose Call.