Agent training

Multi-Party Calls

Learn how to enable multi-party calls in Engage for Amazon Connect and add additional participants to your calls.

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.