# Setting up queued callbacks in Amazon Connect

For Amazon Connect administrators configuring voice queues, routing profiles, and flows for queued callbacks.

Canonical: https://warmtransfer.net/guides/amazon-connect-callback-setup

Last verified: 2026-09-30

Queued callbacks place a waiting caller in line without requiring them to stay on the phone, bridging an agent and the caller once their turn arrives[^51][^37]. Amazon Connect provides built-in routing, delay, and retry policies for queued callbacks across standard voice flows[^51][^25].

## Before you start

To configure queued callbacks, an administrator must possess an Admin account or the specific permissions `Routing - Queues - Create` and `Phone number - Edit` in the Amazon Connect admin console[^14][^3]. You will need:
- Access to the Amazon Connect admin website[^14].
- Claimed or ported phone numbers in the instance to serve as outbound caller ID and for inbound testing[^9][^3].
- Familiarity with the routing profiles and contact flows assigned to your incoming voice channels[^35][^26].

## What changes by situation

- Where will queued callbacks wait? Callbacks wait in a queue created specifically for callbacks; Callbacks wait in the same queue the caller was already in.
- When is the callback offer presented to callers? Every voice caller who reaches the queue is offered a callback; Only callers arriving when the queue exceeds a wait or capacity threshold hear the offer.
- Where are your callers' phone numbers located? Callers have numbers in the same country as the AWS Region of the instance; Callers may have numbers in other countries or regions.
- Who is placed on the line first when the callback is ready? An agent accepts the callback, then the customer is dialed; The customer is dialed first, and an agent is connected only if they answer.

## Step 1: Prepare the queue callbacks will wait in

**Callbacks wait in a queue created specifically for callbacks**

### Do
In the admin website, navigate to **Routing** > **Queues** > **Add new queue**[^14]. Enter the queue details and save[^14].

### Verify
Confirm that the new queue appears in the Queues list and is automatically active[^14].

**Callbacks wait in the same queue the caller was already in**

### Do
Identify the queue set earlier in the inbound flow before the caller reaches the callback offer, as callbacks will use that working queue[^64].

### Verify
Suggested check: ensure no separate callback queue was created. Note that inbound voice contacts and queued callbacks will share metrics in that queue, as a queue taking only callback contacts is required to see callback counts separately[^61].

## Step 2: Set the outbound caller ID on the callback queue

### Do
Navigate to **Routing** > **Queues** and open the queue where callbacks will wait[^36]. Configure **Outbound caller ID name** and **Outbound caller ID number** using a phone number claimed in or ported to your instance[^36][^8][^9].

### Verify
Ensure both fields show saved values in the queue edit page[^36]. Note that delivery of the outbound caller ID name is not guaranteed across public networks and depends on an end-to-end SIP path[^10].

### Rollback
Suggested rollback: reopen the queue configuration and restore the previous caller ID name and number values.

## Step 3: Configure routing profile priorities for the callback queue

**Callbacks wait in a queue created specifically for callbacks**

### Do
Navigate to **Users** > **Routing profiles** and open each profile whose agents should handle callbacks[^35]. Under the **Queues** section, add the callback queue, select the Voice channel, and set a Priority and a Delay[^35]. To preserve the caller's place in line, assign the callback queue the same priority as the original inbound queue so ordering is based on the original call's start time[^44]. Alternatively, assign a lower priority (a higher number) if agents should handle callbacks only when incoming call volume is low[^29][^35].

### Verify
Verify that the callback queue is listed with Voice selected, and ensure Voice is also enabled under the routing profile's overall Channel Settings so contacts are routed[^35].

### Rollback
Suggested rollback: edit the routing profile and remove the callback queue entry from the Queues list.

**Callbacks wait in the same queue the caller was already in**

### Do
Confirm the existing shared queue is listed in the routing profile with the Voice channel enabled[^35].

### Verify
Suggested check: verify that no additional queue entry was added to the profile. Verify that Voice is enabled on both the queue row and under Channel Settings in the routing profile[^35].

## Step 4: Add the callback offer prompt to the flow

**Every voice caller who reaches the queue is offered a callback**

### Do
Open the flow where callers wait or are transferred, which can be an Inbound flow, Customer queue flow, Transfer to agent flow, or Transfer to queue flow[^26]. Add a **Get customer input** block prompting callers with options such as pressing 1 to receive a callback or 2 to stay in queue, adding options 1 and 2 as condition branches[^34].

### Verify
Confirm the Get customer input block displays distinct branches for option 1 and option 2[^34].

### Rollback
The flow designer exposes previously published versions through a Latest: Published dropdown, and a rollback is performed by opening a previous version and choosing Publish[^66].

**Only callers arriving when the queue exceeds a wait or capacity threshold hear the offer**

### Do
Open the flow where callers wait or are transferred, which can be an Inbound flow, Customer queue flow, Transfer to agent flow, or Transfer to queue flow[^26]. Add a **Check queue status** block ahead of the prompt[^13]. Configure a condition using **Time in Queue** (which measures the time the oldest contact has spent in queue) or **Queue capacity**[^13]. Route the condition matching high wait times to a **Get customer input** block offering the callback with options 1 and 2, and route the **No Match** branch directly to normal queueing[^13][^34].

### Verify
Verify conditions in the Check queue status block from top to bottom, confirming the intended rule fires first because conditions are evaluated in order and the first match wins[^13].

### Rollback
The flow designer exposes previously published versions through a Latest: Published dropdown, and a rollback is performed by opening a previous version and choosing Publish[^66].

## Step 5: Capture the customer phone number

**Callers have numbers in the same country as the AWS Region of the instance**

### Do
Connect the callback opt-in branch to a **Store customer input** block, configuring the Customer input section for **Phone number**[^55]. Select **Local format** and choose the country matching your instance's AWS Region[^55]. Amazon Connect auto-populates the country code so callers do not enter it[^28].

### Verify
Verify that the Store customer input block provides **Success**, **Error**, and **Invalid number** output branches[^54].

### Rollback
Suggested rollback: delete the Store customer input block and reconnect the preceding branch.

**Callers may have numbers in other countries or regions**

### Do
Connect the callback opt-in branch to a **Store customer input** block, configuring the Customer input section for **Phone number**[^55]. Select **International format/Enforce E.164**[^55]. Word the audio prompt to instruct callers to include their country code[^28].

### Verify
Verify that the block displays **Success**, **Error**, and **Invalid number** branches[^54]. A leading `+` prefix does not need to be manually keyed by the caller or passed in the flow, as Amazon Connect automatically prepends it in E.164 mode[^23].

### Rollback
Suggested rollback: delete the Store customer input block and reconnect the preceding branch.

## Step 6: Handle input timeouts and invalid digits

### Do
Connect the **Success** branch of the Store customer input block to a **Check contact attributes** block[^56]. Configure it against the **System** namespace, selecting the **Stored customer input** attribute, and evaluate whether it equals `Timeout`[^56]. Route the `Timeout` match branch, along with the Store customer input block's **Invalid number** and **Error** branches, to a re-prompt loop or back to regular queueing[^56][^54].

### Verify
Verify that silence during input does not proceed directly to scheduling, as no customer input still exits via the Success branch while setting the attribute to `Timeout`[^56].

### Rollback
Suggested rollback: remove the Check contact attributes block and re-route the input branches directly.

## Step 7: Set the callback number attribute

### Do
On the non-timeout branch, add a **Set callback number** block[^48]. Set **Type** to **System** and select the stored customer input attribute[^48]. Connect the **Invalid number** branch (for malformed entries) and the **Not dialable** branch (for numbers the instance is not permitted to dial) back to an error prompt or normal queueing[^47]. Ensure no other Store customer input block sits between this block and the input capture step, as the system attribute retains only the most recent input[^57].

### Verify
Confirm that the Set callback number block is placed only in supported flow types (Inbound, Customer Queue, Transfer to Agent, or Transfer to Queue) and strictly on voice paths, as non-voice contacts route down Invalid number[^49][^50].

### Rollback
Suggested rollback: delete the Set callback number block and restore previous block links.

## Step 8: Configure delay, dial mode, and retry parameters

**An agent accepts the callback, then the customer is dialed**

### Do
Add a **Transfer to queue** block after the Success branch of Set callback number, open its callback tab, and configure **Initial delay** to the time that must elapse before the callback contact enters the queue[^27]. Note that documented settings like 99 seconds delay, 2 retries, and 10 minutes between attempts are vendor examples rather than default values[^25]. Leave the dial mode set to agent first[^22]. Configure **Maximum number of retries** for attempts after the first call (for example, entering 2 allows at most 3 total attempts)[^30]. Set **Minimum time between attempts** for the wait duration following an unanswered call[^31]. Note that a retry occurs only when the phone rings without an answer; an answering machine or voicemail is considered connected and terminates retry attempts[^43][^60]. If an agent declines the callback, it does not count as a failed attempt and the routing engine offers it to the next agent[^1].

### Verify
Double-check the numeric value entered for Maximum number of retries, as an accidental high value creates excessive dialing attempts[^42].

### Rollback
Suggested rollback: reset the delay, retry count, and retry interval fields on the block to their prior values.

**The customer is dialed first, and an agent is connected only if they answer**

### Do
Add a **Transfer to queue** block after the Success branch of Set callback number, open its callback tab, and configure **Initial delay** to the time that must elapse before the callback contact enters the queue[^27]. Note that documented settings like 99 seconds delay are vendor examples rather than default values[^25]. Select customer first callback mode and specify an outbound callback flow[^19]. Do not configure Maximum number of retries or Minimum time between attempts in the Transfer to queue block, as they are not supported in customer first mode[^18]. In the outbound callback flow, add a **Check call progress** block[^17]. Route `HUMAN_ANSWERED` to a Transfer to queue block to place the contact in queue for an available agent[^17][^19]. Route `VOICEMAIL_BEEP` and `VOICEMAIL_NO_BEEP` to recreation logic if retries are desired, using a Wait block in the creation flow to pace retry intervals[^17][^20].

### Verify
Verify that the outbound flow handles both human answers and voicemail branches[^17]. Confirm that retry timing is managed via flow logic, noting that retried contacts enter the back of the queue as new contacts unless priority is adjusted[^20].

### Rollback
Suggested rollback: revert the block callback mode setting to the default agent first mode.

## Step 9: Assign the destination queue

**Callbacks wait in a queue created specifically for callbacks**

### Do
Under Optional parameters on the callback tab of the Transfer to queue block, choose **Set working queue** and select the dedicated callback queue[^64]. Ensure the Set callback number block remains ahead of this block in the flow[^65].

### Verify
Verify that the block summary displays the dedicated callback queue[^64].

### Rollback
Suggested rollback: clear the working queue option so callbacks default to using whichever working queue was set earlier in the flow.

**Callbacks wait in the same queue the caller was already in**

### Do
Leave **Set working queue** unselected on the callback tab[^64].

### Verify
Trace the preceding flow paths to confirm a working queue is established prior to this block, ensuring the callback inherits that existing queue[^64].

## Step 10: Optionally set a flow caller ID override

### Do
If this callback should present a specific caller ID instead of the queue default, set **Caller ID number to display** on the callback tab using a claimed number or a contact attribute holding a claimed number[^4]. Otherwise, leave the field empty to use the queue's outbound number[^4].

### Verify
Verify that the desired number is selected, noting that a caller ID configured on the block takes precedence over the queue's outbound caller ID[^4]. Note also that an outbound whisper flow can override the queue's caller ID[^63].

### Rollback
Suggested rollback: clear the display caller ID setting to fall back to queue defaults.

## Step 11: Finalize branches and disconnect

### Do
Connect the **Success** branch of the callback Transfer to queue block to a confirmation prompt followed by a **Disconnect** block[^5]. Connect the **Error** branch to a path returning the caller to normal queueing or agent transfer, ensuring callers are not disconnected if the destination queue is at capacity[^5][^40]. Optionally, configure **Set creation flow** with an inbound contact flow containing its own Transfer to queue block to inspect or terminate duplicate callbacks before they reach an agent[^7][^16][^15][^41].

### Verify
Verify that no block outputs are left unlinked[^5].

### Rollback
The flow designer exposes previously published versions through a Latest: Published dropdown, and a rollback is performed by opening a previous version and choosing Publish[^66].

## Step 12: Publish the flow and associate a test phone number

### Do
Choose **Publish** in the flow designer[^3]. Navigate to **Channels** > **Phone numbers**, open a claimed or ported test number, and select the published flow under **Flow / IVR**[^3].

### Verify
Confirm that the flow appears in the Flow / IVR dropdown list; unpublished flows do not display[^3].

### Rollback
Suggested rollback: reselect the previous flow under the flow selection menu on the test number configuration page.

## Step 13: Test callback execution on the answered path

### Do
Dial the assigned test number, select the callback option, enter a reachable test number, and hang up after hearing the confirmation prompt[^34][^5]. Open the real-time metrics page for the callback queue[^46].

### Verify
Confirm that during the Initial delay period, the contact appears under **Scheduled** rather than **In queue**, moving to **In queue** once the delay elapses[^46]. Verify that an agent accepting the contact in the CCP hears the agent whisper before your test phone is dialed, and that the outbound whisper plays before joining[^2][^24][^62]. In contact search, confirm two records exist: an original record with InitiationMethod `INBOUND` and a callback record with InitiationMethod `CALLBACK`[^59]. Note that the callback contact's Queue Duration metric includes the Initial delay[^38].

### Rollback
Unaccepted test callbacks remain in queue for up to 7 days before automated removal[^52]. Call the `StopContact` API using the instance ID and callback contact ID to clear test callbacks manually[^53].

## Step 14: Test callback behavior on unanswered attempts

**An agent accepts the callback, then the customer is dialed**

### Do
Place another test call, schedule the callback, and let the return call ring without answering and without voicemail answering[^43].

### Verify
Verify that the next dialing attempt does not occur until the Minimum time between attempts expires, and that total attempts cease after reaching the configured Maximum number of retries[^31][^30]. In real-time metrics, verify that the **Callback attempts** metric increments for unanswered attempts[^6]. Separately, test letting voicemail answer; verify that no retry is triggered, as voicemail is treated as connected[^60].

### Rollback
Call the `StopContact` API using the instance ID and callback contact ID to remove remaining test contacts[^53].

**The customer is dialed first, and an agent is connected only if they answer**

### Do
Place another test call, schedule the callback, and allow the outbound call to connect to voicemail[^17].

### Verify
Verify that the outbound flow routes to the configured voicemail branch based on Check call progress outputs (`VOICEMAIL_BEEP` or `VOICEMAIL_NO_BEEP`)[^17]. Confirm that any recreated contact respects the Wait block delay rather than block-level retry fields[^18][^20].

### Rollback
Call the `StopContact` API using the instance ID and callback contact ID to clear test contacts[^53].

## Applicability

Applies to: Amazon Web Services Amazon Connect and Amazon Web Services Amazon Connect Customer. Deployments: multi-tenant. Sources checked 2026-09-30. Customer first callback mode requires an instance with the next-generation Connect Customer experience[^22].

## What remains uncertain

This article does not cover:
- Numeric minimums, maximums, or default values for Initial delay, Maximum number of retries, and Minimum time between attempts, as only vendor examples are documented[^25].
- Configuring callbacks to use the caller's calling CLI automatically without keying in digits, which is not covered by the sources below.
- Behavior when requesting callbacks through chat, task, or email channels, which is not covered by the sources below.
- Specific AWS Lambda and DynamoDB flow architectures for preventing duplicate callback submissions, which is not covered by the sources below.
- Whether queued callbacks dial out outside queue hours of operation or legal dialing-time rules, which is not covered by the sources below.
- Procedures for deleting queues, which is not covered by the sources below.

## Sources

[^1]: An agent not accepting an offered callback does not count as a failed callback attempt; the routing engine offers the callback to the next available agent until one accepts, and the contact stays in the callback queue until then. Source: [Failed callback attempts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/failed-callback-attempt.html), paragraphs 1-3. Checked 2026-09-30.
[^2]: In the default callback routing process the customer's number is put in a queue and routed to the next available agent, and Amazon Connect calls the customer only after an agent accepts the callback in the CCP. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), The routing process, items 1-2. Checked 2026-09-30.
[^3]: A claimed or ported phone number is attached to a flow from Channels, Phone numbers, the number's Edit page, Flow / IVR, by a user with Phone number - Edit permission, and only published flows appear in that list. Source: [Attach a claimed or ported phone number to a flow in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/associate-claimed-ported-phone-number-to-flow.html), To associate a claimed or ported phone number with a published flow, steps 1-4. Checked 2026-09-30.
[^4]: The callback tab's Caller ID number to display option can be set manually from the instance's claimed numbers or set dynamically from a contact attribute whose value is a claimed number, and it takes precedence over the outbound phone number configured on the queue. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Caller ID number to display. Checked 2026-09-30.
[^5]: When the Transfer to queue block is configured to transfer to a callback queue it has two branches, Success and Error; a contact routed down Success has been transferred to the specified queue. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Flow block branches, second paragraph. Checked 2026-09-30.
[^6]: AWS names three metrics for monitoring callbacks: Callback contacts (contacts initiated from a queued callback), Callback contacts handled (those handled by an agent) and Callback attempts (contacts where a callback was attempted but the customer did not pick up). Source: [Queued callbacks in real-time metrics in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/about-queued-callbacks.html), Callback metrics. Checked 2026-09-30.
[^7]: The callback is a new contact, separate from the original inbound voice contact, and Set creation flow on the Transfer to queue block optionally chooses the flow that runs when that callback contact is created. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, step 15. Checked 2026-09-30.
[^8]: AWS instructs administrators who use queued callbacks to configure an Outbound caller ID number on the queue associated with the callback. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), How outbound parameters are selected, final paragraph. Checked 2026-09-30.
[^9]: Only phone numbers claimed in or ported to the Amazon Connect instance can be used as the outbound caller ID number, unless an external number has been activated for custom caller ID through an AWS Support case. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Outbound caller ID number. Checked 2026-09-30.
[^10]: Delivery of the outbound caller ID name to the called party is not guaranteed, because it depends on the call path across the public telephone network being SIP end to end; AWS describes it as up to 75% effective depending on the country. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Outbound caller ID name, Important. Checked 2026-09-30.
[^11]: The Transfer to queue block reference states that the block cannot be used in a callback scenario on the chat channel: the error branch is followed and an error is written to the CloudWatch log (disputed). Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Description, fourth bullet. Checked 2026-09-30.
[^12]: The queued callback setup page states that the Transfer to Callback option in the Transfer to queue block can be configured to support voice callbacks requested from a chat, task or email contact (disputed). Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Callbacks from a chat, task, or email contact. Checked 2026-09-30.
[^13]: The Check queue status block branches on Time in Queue, the time the oldest contact has spent in queue, or on Queue capacity, the number of contacts waiting; conditions are evaluated in the order they were added and the contact follows the first that matches, otherwise No Match. Source: [Flow block in Connect Customer: Check queue status](https://docs.aws.amazon.com/connect/latest/adminguide/check-queue-status.html), Description; Configuration tips. Checked 2026-09-30.
[^14]: A queue is created in the admin website from Routing, Queues, Add new queue by a user with an Admin account or the Routing - Queues - Create permission, and the new queue is automatically active. Source: [Create a queue using the Connect Customer admin website](https://docs.aws.amazon.com/connect/latest/adminguide/create-queue.html), To create a queue, steps 1-3. Checked 2026-09-30.
[^15]: A callback creation flow can use a Check contact attributes block to decide that a callback should be terminated because it is a duplicate or the customer's issue is already resolved, before the contact is queued for an agent. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Steps to set up queued callbacks, optional callback creation flow bullet. Checked 2026-09-30.
[^16]: A callback creation flow must be of the default Contact flow (inbound) type and must contain a Transfer to queue block; the callback contact is enqueued only when that block is set on the creation flow. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Set creation flow. Checked 2026-09-30.
[^17]: In a customer first outbound flow, Check call progress results VOICEMAIL_BEEP and VOICEMAIL_NO_BEEP indicate voicemail and are the documented trigger for recreating the callback, while HUMAN_ANSWERED is the documented trigger for transferring to queue. Source: [Use customer first callback mode in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html), Configure retries with Check Call Progress. Checked 2026-09-30.
[^18]: In customer first callback mode the Maximum number of retries and Minimum time between attempts settings on the Transfer to queue block are not supported; retries are configured in the outbound callback flow, branching on the output of a Check call progress block. Source: [Use customer first callback mode in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html), Retries for customer first callbacks, How retries work. Checked 2026-09-30.
[^19]: Customer first callback mode requires an outbound callback flow specified in the Transfer to queue block; that flow runs on the dialed contact and, once the customer's presence is confirmed, must itself use a Transfer to queue block to place the contact in queue for the next available agent. Source: [Use customer first callback mode in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html), The lifecycle of a customer first callback, item 3. Checked 2026-09-30.
[^20]: For customer first callbacks retry timing is not system-controlled: a retry recreates the callback as a new dialed contact that goes to the back of the queue, and a delay between attempts is introduced with a Wait block in that contact's creation flow before it is transferred to queue. Source: [Use customer first callback mode in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html), Control retry timing; Adjust priority for retry contacts, first Note. Checked 2026-09-30.
[^21]: An AWS contact-center blog post from 2020 describes preventing duplicate callback requests with a DynamoDB table keyed on phone number and queue, three Lambda functions that read, write and remove entries, and inbound and outbound whisper flows that call them. Source: [Preventing duplicate callback requests in Amazon Connect](https://aws.amazon.com/blogs/contact-center/preventing-duplicate-callback-requests-in-amazon-connect/), Solution overview, as summarised by the fetch. Checked 2026-09-30.
[^22]: Agent first callback mode is the default dial mode; customer first callback mode, in which Amazon Connect dials the customer first and offers the callback to an agent only if the customer answers, is available only in instances with the next-generation Connect Customer experience. Source: [Use customer first callback mode in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html), introduction bullets. Checked 2026-09-30.
[^23]: For international numbers in E.164 format, Amazon Connect automatically prepends the + country-code prefix in the Set callback number block, so the + does not need to be included when the number is passed as an attribute. Source: [Flow block in Connect Customer: Set callback number](https://docs.aws.amazon.com/connect/latest/adminguide/set-callback-number.html), Configuration tips, second bullet. Checked 2026-09-30.
[^24]: In the vendor's agent first example the callback contact is initiated before the inbound contact is disconnected, the agent hears the agent whisper after accepting, the customer is dialed only after the agent whisper completes, and the customer hears the outbound whisper before being connected to the agent. Source: [Connect Customer real-time metrics example for a queued callback flow](https://docs.aws.amazon.com/connect/latest/adminguide/queued-callback-example.html), numbered walk-through, items 1.2 and 2.3-2.5. Checked 2026-09-30.
[^25]: The vendor's worked procedure sets Initial delay to 99 seconds, Max number of retries to 2 and Minimum time between attempts to 10 minutes; these are example values, not stated defaults. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, step 12. Checked 2026-09-30.
[^26]: The callback-offering flow can be built as a Customer queue flow, a Transfer to agent flow or a Transfer to queue flow, and the Transfer to queue block is also supported in an Inbound flow. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, step 2 Tip. Checked 2026-09-30.
[^27]: Initial delay on the Transfer to queue block's callback tab is the time that must pass between the callback contact being initiated in the flow and the customer being put in queue for the next available agent. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Initial delay. Checked 2026-09-30.
[^28]: With Local format the administrator chooses a country and Amazon Connect auto-populates the country code so callers do not enter it; with International format callers are required to enter their country code. Source: [Flow block in Connect Customer: Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html), Properties, Phone number bullets. Checked 2026-09-30.
[^29]: AWS suggests considering a lower priority for queued callbacks than for the incoming-call queue so that agents work callbacks only when incoming call volume is low. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), How queued callbacks affect queue limits, second bullet. Checked 2026-09-30.
[^30]: Maximum number of retries counts retries after the initial callback: a value of 2 means Amazon Connect tries to call the customer at most three times, and a value of 1 means at most two. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Maximum number of retries. Checked 2026-09-30.
[^31]: Minimum time between attempts is how long Amazon Connect waits before trying again when the customer does not answer the callback. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Minimum time between attempts. Checked 2026-09-30.
[^32]: The outbound caller ID page states that without a valid caller ID on the queue associated with the callback, callbacks display as anonymous to the recipient (disputed). Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), How outbound parameters are selected, final paragraph. Checked 2026-09-30.
[^33]: The outbound caller ID page states that Amazon Connect does not allow anonymous calls and that a call from a queue with no valid Outbound caller ID number will fail (disputed). Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Anonymous caller ID. Checked 2026-09-30.
[^34]: The vendor procedure offers the callback with a Get customer input block whose prompt asks the caller to press 1 to receive a callback or 2 to stay in queue, with options 1 and 2 added as conditions on the block. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, steps 3-5. Checked 2026-09-30.
[^35]: In a routing profile's Queues section each queue entry has a Channels setting, a Priority in which a lower number is handled first, and a Delay in seconds that is the minimum time a contact must be in the queue before it is routed to an available agent; the channel chosen for the queue must also be enabled in the profile's Channel Settings or contacts on it are not routed. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), To create a routing profile, Queues table. Checked 2026-09-30.
[^36]: Outbound caller ID name and Outbound caller ID number are set in the queue settings, reached from Routing, Queues, then the queue to edit. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Outbound parameters: Set in queue. Checked 2026-09-30.
[^37]: A queued callback can remain in the same queue as the original inbound call or be placed in a separate dedicated queue that the administrator creates. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), How callbacks keep their place in queue, paragraph 1. Checked 2026-09-30.
[^38]: On the callback contact record, Queue Duration includes the Initial delay plus the time spent waiting for an agent: in the vendor example a 99 second delay and a 21 second wait give a Queue Duration of 120 seconds. Source: [Connect Customer real-time metrics example for a queued callback flow](https://docs.aws.amazon.com/connect/latest/adminguide/queued-callback-example.html), contact record-2 table, Queue Duration row. Checked 2026-09-30.
[^39]: When a queued callback's Initial delay expires and the target queue has already reached its maximum-contacts limit, Amazon Connect still enqueues the callback up to a 20 percent buffer above that limit. Source: [Set the limit of maximum contacts in a queue using Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/set-maximum-queue-limit.html), Queue maximum limit exceptions, first buffer bullet. Checked 2026-09-30.
[^40]: Queued callbacks count towards the queue size limit, and when the queue is at its limit the next queued callback is routed down the error branch. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), How queued callbacks affect queue limits, first bullet. Checked 2026-09-30.
[^41]: If a customer calls again while their callback is waiting in the callback queue, the new call is treated as a new call and handled as usual; the platform does not deduplicate it against the pending callback. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), The routing process, item 5. Checked 2026-09-30.
[^42]: AWS strongly recommends double-checking the value entered in Maximum number of retries, because an accidentally high number such as 20 produces unnecessary work for the agent and too many calls for the customer. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Tip under Maximum number of retries. Checked 2026-09-30.
[^43]: A callback retry happens only when the customer's phone rings and there is no answer. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, step 12, Maximum number of retries. Checked 2026-09-30.
[^44]: A callback in a dedicated queue keeps its place in line when that queue has the same priority as the original inbound queue in the routing profile, because routing then orders contacts by the original start time of the inbound call rather than the time the callback was requested. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), How callbacks keep their place in queue, paragraphs 2-3. Checked 2026-09-30.
[^45]: The built-in Sample queue configurations flow checks with a Check queue status block whether time in queue is less than 300 seconds, tells the caller the result, and then prompts voice callers to press 1 to go into queue or 2 to enter a callback number. Source: [Sample queue configurations flow in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sample-queue-configurations.html), first list items 5-6; second list items 1-2. Checked 2026-09-30.
[^46]: While a callback is waiting out its Initial delay it appears on the real-time metrics page as Scheduled and not In queue; once the delay passes it moves to In queue, and when an agent accepts it both columns return to 0. Source: [How Initial delay affects Scheduled and In queue metrics in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/scheduled-vs-inqueue.html), items 1-3. Checked 2026-09-30.
[^47]: A configured Set callback number block has three branches: Success, Invalid number (the customer entered a phone number that is not valid) and Not dialable (the number is valid but the instance cannot dial it, for example because calls to that prefix are not allowed). Source: [Flow block in Connect Customer: Set callback number](https://docs.aws.amazon.com/connect/latest/adminguide/set-callback-number.html), Configured block. Checked 2026-09-30.
[^48]: To use the number the caller entered, the Set callback number block is configured with Type set to System and the attribute that holds the stored customer input selected. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, steps 9-10. Checked 2026-09-30.
[^49]: The Set callback number block can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flow types. Source: [Flow block in Connect Customer: Set callback number](https://docs.aws.amazon.com/connect/latest/adminguide/set-callback-number.html), Flow types. Checked 2026-09-30.
[^50]: The Set callback number block supports only voice contacts; chat, task and email contacts are routed down its Invalid number branch. Source: [Flow block in Connect Customer: Set callback number](https://docs.aws.amazon.com/connect/latest/adminguide/set-callback-number.html), Supported channels table. Checked 2026-09-30.
[^51]: The vendor's overview of queued callback setup lists five required parts: a queue for callbacks, outbound caller ID on that queue, the queue added to a routing profile, a flow that offers the callback, and a phone number associated with the inbound flow. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Steps to set up queued callbacks, first five bullets. Checked 2026-09-30.
[^52]: If no agents are available to work callbacks, a callback can stay in queue for up to 7 days after it is created before Amazon Connect automatically removes it. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), The routing process, item 2. Checked 2026-09-30.
[^53]: A queued callback can be removed from the queue manually by calling the StopContact API with the instance id and the contact id of the callback. Source: [StopContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StopContact.html), StopContact description and Request Body. Checked 2026-09-30.
[^54]: A configured Store customer input block has the branches Success, Error and Invalid number, and it supports only the voice channel: chat, task and email contacts take the Error branch. Source: [Flow block in Connect Customer: Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html), Supported channels table; Configured block. Checked 2026-09-30.
[^55]: In the Store customer input block's Customer input section the administrator selects Phone number and then either Local format, for callers whose numbers are in the same country as the AWS Region of the instance, or International format/Enforce E.164, for callers from other countries or regions. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, steps 6-8. Checked 2026-09-30.
[^56]: When the caller enters nothing, the Store customer input block still takes its Success branch and the Stored customer input attribute holds the value Timeout; the documented way to route these contacts is a Check contact attributes block on the System namespace, Stored customer input attribute, with a condition equal to Timeout. Source: [Flow block in Connect Customer: Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html), Description, last bullet; Check for a timeout. Checked 2026-09-30.
[^57]: The Store customer input block stores the caller's numeric entry in the Stored customer input system attribute, which holds only the result of the most recent Store customer input block. Source: [Flow block in Connect Customer: Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html), Description; Check for a timeout. Checked 2026-09-30.
[^58]: Placing a Check queue status block ahead of the callback prompt and connecting only its long-wait condition branch to the prompt would restrict the callback offer to callers arriving when the oldest contact's time in queue exceeds the chosen threshold (inferred). Source: [Flow block in Connect Customer: Check queue status](https://docs.aws.amazon.com/connect/latest/adminguide/check-queue-status.html), Description; Properties example. Checked 2026-09-30.
[^59]: An inbound call that converts to an agent first queued callback produces two linked contact records: the original with InitiationMethod INBOUND and the callback with InitiationMethod CALLBACK, whose Initiation Timestamp is the moment the callback was initiated in the flow. Source: [Failed callback attempts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/failed-callback-attempt.html), final example, items 1-2. Checked 2026-09-30.
[^60]: A callback that goes to voicemail is considered connected and Amazon Connect does not retry it. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), The routing process, item 4; and step 12, Maximum number of retries. Checked 2026-09-30.
[^61]: To see only the number of customers waiting for a callback, a queue that takes only callback contacts is needed, and there is currently no way to see the phone numbers of the contacts waiting for callbacks. Source: [Queued callbacks in real-time metrics in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/about-queued-callbacks.html), opening Tip. Checked 2026-09-30.
[^62]: For a queued callback, an optional outbound whisper flow is what the customer hears after picking up and before connecting to the agent, and an optional agent whisper flow is what the agent hears after accepting the contact and before being joined to the customer. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Steps to set up queued callbacks, optional whisper bullets. Checked 2026-09-30.
[^63]: An outbound whisper flow can be used to override the queue's caller ID for queued callbacks. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), How outbound parameters are selected, final paragraph. Checked 2026-09-30.
[^64]: Set working queue in the callback tab's optional parameters sends the callback to a queue set up specifically for callbacks; if it is not set, Amazon Connect uses the queue that was set previously in the flow. Source: [Set up queued callback by creating flows, queues, and routing profiles in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html), Create a flow for queued callbacks, step 13. Checked 2026-09-30.
[^65]: To specify the Set working queue property on the callback tab, a Set customer callback number block must be placed before the Transfer to queue block. Source: [Flow block in Connect Customer: Transfer to queue](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html), Transfer to Callback (scheduling callbacks), Tip under Set working queue. Checked 2026-09-30.
[^66]: The flow designer exposes previously published versions of a flow through a Latest: Published dropdown, and a rollback is performed by opening a previous version and choosing Publish. Source: [Flow version control: Roll back a flow](https://docs.aws.amazon.com/connect/latest/adminguide/flow-version-control.html), Sections View a previous version of a flow and Roll back a flow. Checked 2026-09-07.