This guide walks you through the steps to set up a direct call workflow for a user. After completing these steps, the user will be able to receive calls and voicemail messages on a dedicated direct number (DID) assigned to them in Amazon Connect.
Create a user specific contact flow
- Create a new contact flow in Amazon connect.
- Import the following template.
- Set working queue
- By agent
- Set manually
- Search for and select the agent
- Set manually
- By agent
- Rename the flow according to the specific user
- old name: FirstName LastName Contact Flow (Direct)
- new name example: John Smith Contact Flow (Direct)
- Save and publish.
Assign the contact flow to a phone number
- Select the phone number
- Assign the contact flow that you just created to the phone number