Configure Inbound Call Transfers When Using Dynamic Routing

Sample Inbound Flow in Amazon Connect

To illustrate how to configure inbound call transfers using Dynamic Routing, this section covers the steps required for Amazon Connect.

1. To create a voice call record, in the Amazon Connect inbound flow, add an AWS Lambda function block that calls the createVoiceCall function.
2. To get the country where the contact center is located, add a Get Customer Input block.
3. To get a dynamic routing number for the incoming call, add an AWS Lambda function block that calls a Lambda function. That function calls the reserveRoutableNumber Salesforce Telephony API. Be sure to provide the required input parameters for the API. The API returns the dynamic routing phone number.
   
4. To store the dynamic routing phone number, add a Set Contact Attributes block and assign the number to a variable. For example, store the phone number in the dynamicRoutingNumber variable.
   
5. To transfer the incoming call to the dynamic routing number, add a Transfer to Phone Number block.
   Manually set the Caller ID Number parameter to the phone number set in the fromNumber input parameter of the reserveRoutableNumber Salesforce Telephony API.
   

Here's a visual representation of these steps in the Amazon Connect flow.