Hi everyone, I'm working on a Salesforce Service Cloud Voice implementation integrated with Amazon Connect. I need to implement a call transfer feature and would like to understand the recommended approach. My questions are
- What is the standard way to implement call transfer in a Salesforce Service Cloud Voice + Amazon Connect setup?
- Is the transfer handled primarily through Amazon Connect side, Salesforce, or a combination of both?
- Are there any best practices anyone recommend for implementing agent-to-agent or queue transfers?
Hi @Abdul Kaiyum Mastan In Salesforce Voice with Amazon Connect, call transfer is a combination of Salesforce and Amazon Connect rather than being owned entirely by one platform.
Amazon Connect remains the underlying telephony engine and performs the actual voice-leg, conference, and transfer operations. On the Amazon side, transfers are generally supported through transfer flows, working queues, and Quick Connects for agents, queues, or external phone numbers.
However, when Omni-Channel Unified Routing is enabled, Salesforce can handle the last-mile routing decision. From the Salesforce transfer experience, an agent can transfer the call to another agent, a queue, or an Omni-Channel flow. Transferring to an Omni-Channel flow is useful when the destination must be selected dynamically based on skills, agent availability, language, customer tier, case attributes, or other Salesforce data.
