Flow block in Connect Customer: Transfer to phone number

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• On the PSTN return path the only context documented as reaching the Unified CM side is the caller ID; the Transfer to phone number block page documents no field for passing other call data. inferred in context
• The Transfer to phone number block can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flows. in context
• The Amazon Connect Transfer to phone number flow block handles voice only, takes chat, task and email contacts down its Error branch, and has Success, Call Failed, Timeout and Error branches. in context
• When the Transfer to phone number block has no custom caller ID, the external party sees the customer's own caller ID. in context
• A transfer to a phone number fails unless the instance is allowed to call the destination country; countries are added through a service quota increase request. in context
• The block's Resume flow after disconnect option returns the caller to the Amazon Connect flow only when the external party hangs up; if the customer hangs up, the whole call ends. in context
• An agent-initiated transfer to a Teams user over the external voice transfer connector can be built as a queue quick connect whose Transfer to Queue flow contains the connector-targeted Transfer to phone number block, because phone number quick connects cannot carry a flow. inferred in context
• A configured Transfer to phone number block has Success, Call Failed, Timeout and Error branches, and its timeout is configurable. in context
• Outside the United States AWS recommends setting Caller ID number on the block to an Amazon Connect number, and in Australia and the UK carriers may reject calls whose caller ID does not meet local rules. in context
• When the Transfer to phone number block is used without a custom caller ID, the contact's own caller ID is presented to the external party. in context
• Transfers to a phone number in a country the instance is not allowlisted to call fail; allowlisting is requested through an Amazon Connect service quota increase. in context
• The Transfer to phone number flow block supports only the voice channel and can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flows. in context
• Resume flow after disconnect on the Transfer to phone number block returns the caller to the flow only if the external party disconnects; if the customer disconnects the whole call ends. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Flow block in Connect Customer: Transfer to phone number. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-transfer-to-phone-number-block

BibTeX

@misc{warmtransfer-aws-connect-transfer-to-phone-number-block,
  title  = {Flow block in Connect Customer: Transfer to phone number},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-transfer-to-phone-number-block},
  note   = {Amazon Web Services, accessed 2026-09-25}
}