> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threetone.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Amazon Connect

> Prepare an Amazon Connect external-transfer design, destination ownership, and fallback behavior for a future agent integration.

An Amazon Connect integration needs an explicit call-routing design. Threetone does not provide a released Amazon Connect connector or a destination that can be assumed to receive transferred calls.

## Choose the transfer boundary

Amazon Connect supports agent, queue, and phone-number quick connects. A phone-number quick connect targets an external number; it is not a queue or flow selection. See [Amazon Connect transfer types](https://docs.aws.amazon.com/connect/latest/adminguide/transfer.html).

Before preparing a route, identify the Connect instance, flow owner, existing queue, intended transfer destination, and the team responsible for restoring the original route.

## Prepare the flow

<Steps>
  <Step title="Select the trigger">Decide whether an agent will use a quick connect or the flow will use a Transfer to external number block. Record which callers may reach that branch and how caller identity is presented.</Step>
  <Step title="Verify destination ownership">Use a destination controlled by the intended deployment and confirm the account's outbound destination permissions. An imported Threetone phone record is not evidence that the number can receive agent traffic.</Step>
  <Step title="Design the return path">Specify what happens on timeout, rejection, and external disconnect. Preserve a staffed queue or reviewed fallback. Decide whether the Connect flow should resume after the external participant disconnects.</Step>
  <Step title="Prepare acceptance cases">Wait for a released receiving runtime. Then test transfer initiation, caller ID, two-way audio, external hangup, caller hangup, and the fallback without moving the entire queue.</Step>
</Steps>

Use the official [external transfer block](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html) and [resume-after-disconnect guidance](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-resume.html) for the selected flow behavior.

## Failure handling

Capture the Connect contact identifier and the destination provider's call identifier separately. Distinguish flow-branch errors, outbound restrictions, unreachable destinations, and media failures. Do not repeatedly transfer a caller back into the same failing branch.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does this configure direct media streaming into Threetone?" id="amazon-connect-faq-stream">No. External transfer and media streaming are different designs. This page prepares a transfer review.</Accordion>
  <Accordion title="Can I remove the existing fallback queue?" id="amazon-connect-faq-fallback">Keep a reviewed fallback while the receiving runtime is unavailable and until the full transfer lifecycle has passed acceptance testing.</Accordion>
</AccordionGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.