Adding additional participants to your Contact Center calls

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 Zendesk for Contact Center let you add additional participants to
your calls. You can have a total of six participants on a call.
This article contains the following topics:

Turning on multi-party calls
Using multi-party calls



Turning on multi-party calls

To use multi-party calls, you first must turn on this option in the
telephony options in your AWS Console.
For more information on how to enable this feature in your AWS Console, see
Updating Telephony Options. in the AWS
documentation.


Note: Contact Lens performance might be degraded when more than 2 participants are on a call.




Using multi-party calls

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.