Multi-Party Calls (Engage Legacy)

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.

Please note that Contact Lens performance is degraded when more than 2 participants are on a call.

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.

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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.

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