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Blind Transfer
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Blind Transfer
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The Blindtransfer API allows a primary Agent (originally receiving the call) to ‘blind transfer’ the customer call to another agent.
Pre-requisite
The primary agent must be on an active call to initiate a blind transfer.
Sequence Diagram
Message Structure
Request Parameters | Value |
|---|---|
Channel | Amazon |
topic | InboundCall |
subtopic | Blindtransfer |
source | ui |
data | The following types are supported as per parameters:
|
Data Parameters for Queue
Parameter | Mandatory | Data Type | Description |
|---|---|---|---|
Type | Yes | string | Transferring a call to selected queue’s agents who are available. |
Name | Yes | string | Name of the quick connect which is created on the Amazon Connect application. |
phonenumber | No | string | The contact number to which the call is transferred to. |
EndpointARN | Yes | string | This is the Amazon Resource Name that uniquely identifies the transfer destination. |
endpointId | Yes | string | This is typically an alias for endpointARN. In most real-world scenarios this uses Streams API. |
agentLogin | No | string | The agent login name. |
Queue | No | string | The queue name. |
Data Parameters for External
Parameter | Mandatory | Data Type | Description |
|---|---|---|---|
Type | Yes | string | Transferring a call to selected agent’s phone number. |
Name | Yes | string | Name of the quick connect which is created on the Amazon Connect application. |
phonenumber | No | string | The agent’s contact number to which the call is transferred to. |
EndpointARN | Yes | string | This is the Amazon Resource Name that uniquely identifies the transfer destination. |
endpointId | Yes | string | This is typically an alias for endpointARN. In most real-world scenarios this uses Streams API. |
agentLogin | No | string | The agent login name. |
Queue | No | string | The queue name. |
Possible Error Cases
errorType | msg | errorMessage |
|---|---|---|
BLIND_TRANSFER_FAILED | Amazon Connect Failure error message. | Blind transfer failed. |
Sample Request for Dialpad
{
channel: "Amazon",
topic: "InboundCall",
subtopic: "BlindTransfer",
source: "ui",
data: “"+12082097345"
}Sample Request for Queue
{
channel: "Amazon",
topic: "InboundCall",
subtopic: "BlindTransfer",
source: "ui",
"data": {
"endpointARN": "arn:aws:connect:us-east-1:975419294579:instance/a4c52a8c-158f-4d7f-ab32-94d7e9b95974/transfer-destination/09258070-274e-489c-8e78-d228d8879067",
"endpointId": "arn:aws:connect:us-east-1:975419294579:instance/a4c52a8c-158f-4d7f-ab32-94d7e9b95974/transfer-destination/09258070-274e-489c-8e78-d228d8879067",
"type": "queue",
"name": "CallSummary-HVOC-Queue",
"phoneNumber": null,
"agentLogin": null,
"queue": null
}
}Sample Request for External
{
channel: "Amazon",
topic: "InboundCall",
subtopic: "BlindTransfer",
source: "ui",
"data": {
"endpointARN": "arn:aws:connect:us-east-1:975419294579:instance/a4c52a8c-158f-4d7f-ab32-94d7e9b95974/transfer-destination/24b4cb36-0331-4368-b085-9c5d4d075efb",
"endpointId": "arn:aws:connect:us-east-1:975419294579:instance/a4c52a8c-158f-4d7f-ab32-94d7e9b95974/transfer-destination/24b4cb36-0331-4368-b085-9c5d4d075efb",
"type": "phone_number",
"name": "Sasi_Chime",
"phoneNumber": "+16579994374",
"agentLogin": null,
"queue": null
}
}Sample Response
The primary agent moves to the after-call work (ACW) state.
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