Creating quick connects for transferring calls in Contact Center

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<p id="docs-ai-summary-content">Quick connects let you transfer calls to a queue, agent, or external number with fewer steps. You can set up multiple quick connects in routing profiles, giving agents flexible transfer options. When creating a quick connect, specify the type, destination, description, and phone type, ensuring the use of E.164 format for external numbers. This streamlines call handling and enhances customer interactions.</p>
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<p class="p"><a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html" target="_blank">Quick connects</a> in Amazon Connect are shortcuts
for transferring contacts to a queue, a specific agent, or an external number. They help
agents efficiently handle contacts by reducing the steps required for a transfer.</p>
<p class="p" dir="ltr">Quick connects are available to agents in routing profiles. You can assign
multiple quick connects to a routing profile, providing agents with various transfer
options based on the current contact or situation. </p>
<p class="p"><strong class="ph b">To create a quick connect</strong></p>
<ol class="ol" id="creating_quick_connects__ol_yt2_ljg_wgc">
<li class="li" dir="ltr">In the <a class="xref" href="https://aws.amazon.com/connect/" target="_blank"><u class="ph u">Amazon Connect Dashboard</u></a>, select <strong class="ph b">Routing</strong> &gt;
<strong class="ph b">Quick connects</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add quick connect</strong>.</li>
<li class="li" dir="ltr">Complete the following:<ul class="ul" id="creating_quick_connects__ul_xt2_ljg_wgc">
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<strong class="ph b">Type</strong> determines where the contact can be transferred. It
could be a queue, a user, or an external number.</li>
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<strong class="ph b">Destination</strong> indicates the specific queue, user, or number
where the contact will be transferred.</li>
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<strong class="ph b">Description</strong> is a short note to describe the purpose of the
quick connect.</li>
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<strong class="ph b">Phone type</strong> is either a soft phone or a desk phone. For
external numbers, you also specify whether it's a Direct Inward Dial number
(DID) or a toll-free number. For quick connects to external phone numbers,
E.164 format is required.</li>
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<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
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<p class="p" dir="ltr"><img class="image" id="creating_quick_connects__image_xsv_k2q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_18.png" width="750"></p>
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