Allowing additional participants on Contact Center calls

Multi-party calls in Contact Center let agents add additional participants to a call. Agents can add up to four additional participants to a call, for a total of six participants on a call.


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Verified AI summary ◀▼
Enable multi-party calls to add up to six participants to your contact center calls. First, activate this feature in your AWS Console's telephony options. During calls, you can add agents, supervisors, or external participants using quick connects or the number pad. Note that Contact Lens performance may decrease with more than two participants.




Multi-party calls in Contact Center let agents add additional participants to a call.
Agents can add up to four additional participants to a call, for a total of six
participants on a call.

To turn on multi-party calls
Turn on multi-party calls in the telephony options in your AWS Console. See
Updating Telephony Options. in the
AWS documentation.



Once turned on, agents can use quick connects or the number pad to add other agents,
supervisors, or external participants to a call. Contact Lens performance might be
degraded when more than two participants are on a call.

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