---
schema_version: "1"
id: e049f9fbc8f45c7ce69703d1837e8b9a8b5d7844ccf95b6ab7f87873fc803c0b
title: Configure Call Escalation When Using Real-Time Streaming
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_realtime_streaming.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation_realtime_streaming.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f4864d0045be9d2e349f319e4ff82cf20c7812d6b567d409a9f21baa8e3bf431
description: If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it’s escalated and transferring the call to the appropriate rep.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Call Escalation When Using Real-Time Streaming

If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it’s escalated and transferring the call to the appropriate rep.

To illustrate how this works with Real-Time Streaming, this topic describes how to accomplish this task using Salesforce Voice with Partner Telephony from Amazon Connect. Specifically, configure the Amazon Connect inbound flow to resume the call where it left off, which is after the original call is transferred to the agent, and route it to a service rep.

1. In Amazon Connect Flow Designer, 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 "Configure an Omni-Channel flow to transfer inbound calls to the voice-enabled agent. Create an escalation Omni-Channel flow to disconnect the agent and, if supported by your telephony or CCaaS system, transfer the call to a rep. Add the activated escalation flow to the agent.").
3. To resume the call after the Agentforce agent disconnects, in the Resume Flow After Disconnect field, select **Yes** and click **Save**.
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.