---
schema_version: "1"
id: 37ebbedb76919cbc4f6e514bb58f45a5a141c240a17b710dad57b69458ee5147
title: Configure Call Escalation When Using PSTN
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/telephony_configure_call_escalation.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ec6d09592c1aa244bd2cdafb3886739ccc1048211cd522be2fc5710f768f1d01
description: If the agent call is escalated, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including transferring the call to the appropriate rep.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Call Escalation When Using PSTN

If the agent call is escalated, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including transferring the call to the appropriate rep.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note For PSTN, call escalation doesn’t work if you directly call the procured number. You must transfer the call to the agent from the telephony system.

To illustrate how this works, this page describes how to accomplish this task using Amazon Connect. Specifically, configure the Amazon inbound flow to resume the call where it left off, which is after transferring the original call to the agent.

1. In Amazon Connect, edit the inbound Amazon Connect flow.
2. Select the Transfer to Phone Number block that you configured in [Configure Inbound Call Transfers in the Telephony System](https://help.salesforce.com/s/articleView?id=ai.agent_call_routing_escalation.htm&release=264.0.0&type=5 "Create an Omni-Channel flow in Salesforce to transfer incoming calls to the agent. You can transfer calls to different agents.").
3. To enable this Amazon Connect flow to resume the call after the Agentforce agent is disconnected, in the Resume Flow After Disconnect field, select **Yes** and click **Save**.
    
    ![The settings show that the flow will resume after the call is disconnected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_flow_transfer_to_phone_number_block_resume.png)
4. Configure the telephony logic to route the call. For example, to transfer the call to an Omni-Channel flow that routes the call to a rep, add a Transfer to Flow block in the Amazon flow.
    
    ![The inbound flow shows the Transfer to Flow action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_connect_inbound_contact_flow_transfer_to_flow.png)
5. Save and publish the Amazon Connect flow.