Set Up Direct Calls in Amazon Connect

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
• 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