Enable multi-party calls in Engage for Amazon Connect to facilitate conversations with up to six participants.
Enabling Multi-Party Calls
To make use of multi-party calls in Engage for Amazon Connect, you first must enable this option in the Telephony options in your AWS Console.
[.callout-primary]Please note that Contact Lens performance is degraded when more than 2 participants are on a call.[.callout-primary]
For more information on how to enable this feature in your AWS Console, please read the following documentation: Updating Telephony Options.
An agent can mute themselves, but they cannot mute other participants.
Multi-Party Calls in Engage for Amazon Connect
Agents can add up to 4 additional participants to a call, therefore a total of 6 participants can be on a call.
By using Quick Connects or your Number Pad, you can add other agents, supervisors, or external participants to your call.