Identify conferences and transfers by using Connect Customer contact records

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/identify-conferences-transfers.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS Site Terms; documentation copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS separates an internal consult from a conference by the consulted agent's AgentInteractionDuration: zero for a consult (customer on hold) and non-zero for a conference; the sample code uses a 2-second threshold. in context
• AWS identifies an internal transfer when the consulted agent enters ACW after the initiating agent and the initiating leg has a TransferCompletedTimestamp; a consult or conference is when the consulted agent enters ACW first. in context
• Each time an agent consults another party, whether an internal agent or an external party reached by toll-free or DID number, Amazon Connect creates a consult-leg contact record with a new Contact ID. in context
• Contact record legs are linked by InitialContactId, NextContactId and PreviousContactId; the initiating leg has null InitialContactId and PreviousContactId, and every related leg's InitialContactId equals the initiating leg's ContactId. in context
• NextContactId on a leg holds the Contact ID of the last agent that leg consulted, and PreviousContactId on a consult leg holds the Contact ID of the leg that called it. in context
• Loosely, an Amazon Connect contact record (one per contact leg, linked by InitialContactId) plays the role of a Webex CC CSR/CAR pair, and the agent event stream plays the role of ASR/AAR data; the models are not field-equivalent, and Connect exposes its data by push (Kinesis, EventBridge) plus API and data lake, not through one query API. inferred in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Identify conferences and transfers by using Connect Customer contact records. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-identify-conferences-transfers

BibTeX

@misc{warmtransfer-aws-connect-identify-conferences-transfers,
  title  = {Identify conferences and transfers by using Connect Customer contact records},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-identify-conferences-transfers},
  note   = {Amazon Web Services, accessed 2026-09-24}
}