Configure Call Escalation When Using PSTN

If the agent call is escalated, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including transferring the call to the appropriate rep.

Note For PSTN, call escalation doesn’t work if you directly call the procured number. You must transfer the call to the agent from the telephony system.

To illustrate how this works, this page describes how to accomplish this task using Amazon Connect. Specifically, configure the Amazon inbound flow to resume the call where it left off, which is after transferring the original call to the agent.

1. In Amazon Connect, edit the inbound Amazon Connect flow.
2. Select the Transfer to Phone Number block that you configured in Configure Inbound Call Transfers in the Telephony System.
3. To enable this Amazon Connect flow to resume the call after the Agentforce agent is disconnected, in the Resume Flow After Disconnect field, select Yes and click Save.
   
4. Configure the telephony logic to route the call. For example, to transfer the call to an Omni-Channel flow that routes the call to a rep, add a Transfer to Flow block in the Amazon flow.
   
5. Save and publish the Amazon Connect flow.