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‎08-17-2022 07:49 PM
Hi!
We have integrated AmazonConnect and ServiceNowVoice.
I know that it is possible to transfer a call to a specified phone number after the call is picked up.
However, I do not know how to forward calls to internal users (agents).
Does anyone know anything about this?
Solved! Go to Solution.
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‎08-19-2022 06:14 AM
Are you using the Amazon CCP? You put the caller on hold and then transfer to one of the entries in the Quick Connect list. All your agents need to be in the Quick Connect list, which is configured on the Connect console.
The steps are described in the Administrator Guide:
https://docs.aws.amazon.com/connect/?id=docs_gateway
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‎08-19-2022 06:14 AM
Are you using the Amazon CCP? You put the caller on hold and then transfer to one of the entries in the Quick Connect list. All your agents need to be in the Quick Connect list, which is configured on the Connect console.
The steps are described in the Administrator Guide:
https://docs.aws.amazon.com/connect/?id=docs_gateway
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‎08-22-2022 01:36 AM
Thank you!
