Create quick connects - Amazon Connect

Create quick connects

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.

Types of quick connects

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

External quick connect

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

Agent quick connect

Contacts are transferred to a specific agent as part of a contact flow.

Important

Agent 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 contact flow.

Important

Agent 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 create a quick connect

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

  2. Enter a name for the connect. Choose the type, and then specify the destination (such as a phone number or the name of an agent), contact flow (if applicable), and description.

  3. To add more quick connects, choose Add new.

  4. 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 all of the quick connects for the queues associated with their routing profile.

Example: Create an external quick connect to a mobile phone

In this example, you create an external 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 new.

  2. Enter a name for the quick connect, for example, John Doe's cell phone.

  3. For Type, select External.

  4. For Destination, 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 and then 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.