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Connect does not support this natively, and to complete a conference then transfer, the 3rd leg of the call must pickup before additional steps can be taken like join all the legs together.
beantwortet vor 2 Jahren
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You can use a transfer flow to conference before dialing the number - note this will still put the caller on hold while setting up the new call leg, but it's only 1-2 seconds, then the caller and agent can both hear the call being dialled.
- Create a Transfer to queue flow
- Add a Hold customer or agent block with status Conference all
- Add a Transfer to phone number block with the number you want to conference in
- Publish the flow
- Create a quick connect for a queue (doesn't matter which one), selecting the new flow
- Add the quick connect to the relevant queue(s) so it appears for the agent
Since you mentioned emergency services, note that there are some limitations called out in the AWS service terms - see section 54.2 under https://aws.amazon.com/service-terms/
beantwortet vor 2 Jahren
Thanks for this lukwarne! I learned something new today :)
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Thanks for your answer, Clarence. Is there a "non-native" to accomplish this? Because of the mental health-line use case, it may be unsafe to put the caller on hold while emergency services are contacted. When a conference call being initiated, it also puts the caller on hold, I believe.