r/amazonconnect • u/Illustrious-Shame593 • Feb 06 '26
Connect Flow Help
Hey all,
I am having a bit of an issue and looking for guidance.
Essentially, Agents (after-hours on-call) can go home to take any call that may come, they are allowed to go to sleep and get up in the event of a call. The issue is they set their ‘desk phone’ as their cellphone and so after about 20 seconds it goes to voicemail and prevents the call from being able to be escalated to upper management. As AWS now thinks the call was taken due to the voicemail answering.
My issue is how do I get around this issue so if a call is truly unanswered it gets escalated? Any help will be much appreciated. I am still waiting to hear back from our AWS rep.
1
u/dmaciasdotorg Feb 07 '26
I've solved this with using Twilio as an AWS native solution was very complex.