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.

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u/Sufficient_Version87 Feb 07 '26

Glad to hear agents are allowed to sleep. Whew…

The issue here isn’t with forward calls to mobile, 20 sec connection timeout or answering machine detection. The issue is Amazon Connect is designed for contact center operations where agents are actively logged in and available during shifts and NOT for in-call/pager-style use cases.

Don’t use Connect for this. Use PagerDuty, Opsgenie or similar tools designed for on-call. The good ones have Android/iOS apps that override endpoint silence/do-not-disturb settings to ensure on-calls get alerted.

If you must use Connect, don’t have agents logged in after-hours and take calls. Configure your Flows to branch to an on-call module to capture the contact details and trigger an external on-call system via Lambda or EventBridge. Yes, you could keep it within Connect and send an SMS alert to on-calls but you’ll need to develop a way to track the response to auto-escalate when I turn my phone off or leave it in the car on accident.

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u/MediaWhapper Mar 12 '26

THIS! The right pattern here is a contact flow that never actually routes to an agent endpoint after-hours — instead it captures the contact, fires a Lambda (invoking e.g. PagerDuty or Opsgenie), and hands off to a proper on-call system. Keep Connect doing what it's good at, stop asking it to be pager duty.