.png?sv=2022-11-02&spr=https&st=2025-10-10T20%3A20%3A59Z&se=2025-10-10T20%3A30%3A59Z&sr=c&sp=r&sig=TiRoCrv%2FDjea8azj1uCyNk86lI9%2BaoND9yZeT9IrP6k%3D){kind=logo}
Consult Call
- DarkLight
Consult Call
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
This API allows an Agent to make a consult call for transfer or Conference.
Pre-requisite
The agent must be on an active call.
Sequence Diagram
The following figure illustrates the workflow of consult call API:
Message Structure
Request Parameters (Number Input) | Value |
|---|---|
channel | Amazon |
topic | InboundCall |
subtopic | Consult |
source | «app-name-broadcasting-this-message» |
data | «Phone number in E.164 format» |
Request Parameters (Direct Connect Input) | Value |
|---|---|
channel | Amazon |
topic | InboundCall |
subtopic | Consult |
source | «app-name-broadcasting-this-message» |
data | Refer Direct Connect Parameters in Appendix |
Response Parameters | Value |
|---|---|
channel | Amazon |
topic | InboundCall |
subtopic | InboundCallStateChange |
source | Refer Call Event Parameters |
Possible Error Codes
Error Type | Code | Error Message |
|---|---|---|
CONFERENCE_CALL_FAILED | Amazon Connect Failure Error Message. | Consult call failed. |
Sample Request - Phone Number As Input
{
"channel": "Amazon",
"topic": "InboundCall",
"subtopic": "Consult",
"source": "myapp",
"data": "+16013261548"
}Sample Response - Direct Connect as Input
{
"channel": "Amazon",
"topic": "InboundCall",
"subtopic": "Consult",
"source": "myapp",
"data": {
"endpointARN": "arn:aws:connect:us-east-1:975419294579:instance/edf7c3f1-015b-4cbb-9902-93f 8b293cbec/transfer-destination/dfa1e3e3-5262-46c8-bbee-21df70a9eec6",
"endpointId": "arn:aws:connect:us-east-1:975419294579:instance/edf7c3f1-015b-4cbb-9902-93f8b 293cbec/transfer-destination/dfa1e3e3-5262-46c8-bbee-21df70a9eec6",
"type": "phone_number",
"name": "TestExternal",
"phoneNumber": "+16013261548",
"agentLogin": null,
"queue": null
}
}Sample Response - Call Type: Agent
{
"channel": "Amazon",
"topic": "InboundCall",
"subtopic": "InboundCallStateChange",
"message": {
"call": {
"ButtonStates": {
"items": {
"answer": "Hide",
"reject": "Hide",
"disconnect": "Hide",
"hold": "Hide",
"resume": "Hide",
"clearContact": "Hide",
"consult": "Hide",
"numberpad": "Enable",
"swap": "Enable",
"transfer": "Enable",
"conference": "Enable"
},
"count": 11
},
"ActionsAllowed": null,
"ResponseType": 0,
"ResponseText": "Success",
"ResponseActual": {
"connectionId": "9a53c033-c332-4b0a-95ad-89d79047363e",
"contactId": "56da8628-675c-473c-9fff-da4aa5cc9e88",
"phoneNumber": null,
"status": "connected",
"statusTimestamp": "2020-04-09T13:02:39.751Z",
"type": "agent",
"buttonStates": {
"answer": false,
"reject": false,
"disconnect": false,
"hold": false,
"resume": false,
"clearContact": false,
"consult": false,
"numberpad": true,
"swap": true,
"transfer": true,
"conference": true
},
"previousStatus": "hold"
},
"CallVariables": {
"ANI": "+161081111",
"AllowAuxTransfer": "false",
"DNIS": "+16013261548"
},
"ExtendedCallVariables": null,
"ResponseFields": {
"Participants": [],
"MediaProperties": {
"callType": "agent",
"queueName": "InboundTest",
"queueTimestamp": "2020-04-09T13:02:39.751Z"
},
"fromAddress": null,
"CallState": "connected",
"Type": "agent",
"CurrentStateTime": "2020-04-09T13:02:39.751Z",
"Campaign": "",
"DN": "InboundTest"
},
"id": "9a53c033-c332-4b0a-95ad-89d79047363e",
"event": "connected",
"CallType": "agent"
},
"source": "event"
}
}Sample Response - Call Type: Inbound
{
"channel": "Amazon",
"topic": "InboundCall",
"subtopic": "InboundCallStateChange",
"message": {
"call": {
"ButtonStates": {
"items": {
"answer": "Hide",
"reject": "Hide",
"disconnect": "Enable",
"hold": "Hide",
"resume": "Hide",
"clearContact": "Hide",
"consult": "Hide",
"numberpad": "Hide",
"swap": "Hide",
"transfer": "Hide",
"conference": "Hide"
},
"count": 11
},
"ActionsAllowed": null,
"ResponseType": 0,
"ResponseText": "Success",
"ResponseActual": {
"connectionId": "56da8628-675c-473c-9fff-da4aa5cc9e88",
"contactId": "56da8628-675c-473c-9fff-da4aa5cc9e88",
"phoneNumber": "+161081111",
"status": "hold",
"statusTimestamp": "2020-04-09T13:02:37.751Z",
"type": "inbound",
"buttonStates": {
"answer": false,
"reject": false,
"disconnect": true,
"hold": false,
"resume": false,
"clearContact": false,
"consult": false,
"numberpad": false,
"swap": false,
"transfer": false,
"conference": false
},
"previousStatus": "connected"
},
"CallVariables": {
"ANI": "+161081111",
"AllowAuxTransfer": "false",
"DNIS": "+16013261548"
},
"ExtendedCallVariables": null,
"ResponseFields": {
"Participants": [],
"MediaProperties": {
"callType": "inbound",
"queueName": "InboundTest",
"queueTimestamp": "2020-04-09T13:02:39.751Z"
},
"fromAddress": "+161081111",
"CallState": "hold",
"Type": "inbound",
"CurrentStateTime": "2020-04-09T13:02:37.751Z",
"Campaign": "",
"DN": "InboundTest"
},
"id": "56da8628-675c-473c-9fff-da4aa5cc9e88",
"event": "hold",
"CallType": "inbound"
},
"source": "event"
}
}Sample Response - Call Type: Outbound
{
"channel": "Amazon",
"topic": "InboundCall",
"subtopic": "InboundCallStateChange",
"message": {
"call": {
"ButtonStates": {
"items": {
"answer": "Hide",
"reject": "Hide",
"disconnect": "Enable",
"hold": "Enable",
"resume": "Hide",
"clearContact": "Hide",
"consult": "Hide",
"numberpad": "Hide",
"swap": "Hide",
"transfer": "Hide",
"conference": "Hide"
},
"count": 11
},
"ActionsAllowed": null,
"ResponseType": 0,
"ResponseText": "Success",
"ResponseActual": {
"connectionId": "72ac8c75-c8c3-4651-829b-b6a4976bbec9",
"contactId": "56da8628-675c-473c-9fff-da4aa5cc9e88",
"phoneNumber": "INTERNAL-TRANSFER",
"status": "connected",
"statusTimestamp": "2020-04-09T13:02:39.751Z",
"type": "outbound",
"buttonStates": {
"answer": false,
"reject": false,
"disconnect": true,
"hold": true,
"resume": false,
"clearContact": false,
"consult": false,
"numberpad": false,
"swap": false,
"transfer": false,
"conference": false
},
"previousStatus": "connecting"
},
"CallVariables": {
"ANI": "+161081111",
"AllowAuxTransfer": "false",
"DNIS": "+16013261548"
},
"ExtendedCallVariables": null,
"ResponseFields": {
"Participants": [],
"MediaProperties": {
"callType": "outbound",
"queueName": "InboundTest",
"queueTimestamp": "2020-04-09T13:02:39.751Z"
},
"fromAddress": "INTERNAL-TRANSFER",
"CallState": "connected",
"Type": "outbound",
"CurrentStateTime": "2020-04-09T13:02:39.751Z",
"Campaign": "",
"DN": "InboundTest"
},
"id": "72ac8c75-c8c3-4651-829b-b6a4976bbec9",
"event": "connected",
"CallType": "outbound"
},
"source": "event"
}
}Was this article helpful?