Ring agents using the shotgun approach

I could only see 2 options in Connect which are transfer to Queue or Agent.
you can either create multiple queues with same agents and keep on looping or have agents registered on a different ACD like Asterisk and create a hunt group there and take the voice leg away from Connect after IVR is done.

Hi,

“Most available agent” is the delivery mechanism for Amazon Connect. This cannot be altered. If the contact is ringing and agent (thus not auto-accept) the contact will ring for 20s before RONA kicks in the next most available agent is selected.

However, with the world of APIs and wallboards you could alert all agents that such a contact is waiting and they can they answer the call (assuming they are all in a busy state like ‘project’ etc.. otherwise you’ll have to wait for the RONA and all those more available agents to move out of the way)

Thanks
Dan

Thank you Dan. Hopefully Amazon will provide more ways to deliver calls to agents via skills, round robin and ring all soon.

One more question - I'm assuming that agent RONA details are stored somewhere in the system. Can you point me in this direction?

Appreciate you and the others that replied to my question.

Glad to help!

The RONA settings are not visible or configurable, but at least you know what they are :0)

Thanks
Dan

Thanks. Hopefully THIS will be a feature enhancement too.