Standbyby Contact-IQ Get early access

Paging app for Amazon Connect

Page your on‑call team when an Amazon Connect queue needs them.

Standby is an on-call paging app built for Amazon Connect contact centers. Rules watch your queues day and night. When one is crossed, Standby pages whoever is on call: a notification first, then a phone call, then the next person, until somebody answers. They can see what's wrong and fix it from their phone.

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What gets paged

You write the rules in the Standby console, against your own queues. A rule can watch:

  • contacts waiting in a queue, or the longest wait
  • agents available, or nobody staffing a queue
  • service level slipping below your target
  • errors in your contact flows

New rules start in shadow mode for a week, recording what they would have paged without waking anyone, so a noisy rule is caught before it rings a phone at 2am. See Alert rules.

How a page reaches someone

  1. A notification on the on-call person's phone, then a reminder a few minutes later.
  2. A phone call if nobody has acknowledged it, placed through your own Amazon Connect instance and number. They press 1 to take it.
  3. The next person on the rotation, and the next, up to four people.
  4. A second rotation, such as supervisors, if nobody on the first answers (Business plan).

Each rule chooses how loud it is: notification only, notification then a call, or a call at any hour. Quiet hours keep non-urgent alerts silent at night. There's no limit on how many incidents call someone in a shift unless a rotation sets one. See Rotations and paging.

A Standby alert arriving on an iPhone while the person is on call.
The page arrives. A notification first, then a call if nobody acknowledges.
An incident in the Standby app, with Acknowledge and Resolve buttons.
See what's wrong. Acknowledge so the rest of the team isn't woken.
Closing a queue from the Standby app for 30 minutes.
Fix it from the phone. Cap or close the queue; it undoes itself.

Fix the queue from the phone

The person on call can cap a queue, so new callers take your flow's At capacity branch, or close it to new contacts for a set time. Every change is approved with Face ID or a fingerprint and undoes itself when the time is up. See Fixing a queue from your phone and what callers hear.

On-call rotations, cover and time off

Rotations hand over on the day and time you choose, across daylight-saving changes. People mark themselves away, swap shifts and ask for cover from the app, and the paging order follows. Shifts can appear in Outlook or Google Calendar. See Vacations, shift swaps and cover.

An on-call line for your callers

Give callers one number, or send your main number there after hours. They wait in an on-call queue, Standby pages whoever is on call, and that person takes the call in Amazon Connect. Nobody's personal mobile number is given out. See Your own on-call line.

Built for Amazon Connect, in your own AWS account

  • One CloudFormation stack in your account, about ten minutes to install. Install guide.
  • Narrow permissions: every one is limited to the one Connect instance you name. Standby never reads recordings, transcripts or caller details. Security.
  • Calls through your own instance: paging is never metered by us; calls appear on your AWS bill at Connect's usual rate. Pricing.
  • iPhone and Android, for everyone on the rotation.

Questions? See the FAQ, or email hello@contact-iq.com.