Amazon Connect E911

Amazon Connect does not appear to have a direct capability to route 911 calls from an agent's Contact Control Panel (CCP) to a switchboard number. Instead, Amazon Connect is designed to handle 911 calls directly by connecting the agent to emergency services and providing the agent's validated physical address location.

By default 911 is enabled for all users in the following North America Regions: US East (N. Virginia), US West (Oregon), and AWS GovCloud (US-West). If a user calls 911, the call is routed through to emergency services.

Amazon Connect only supports direct calls from the agent CCP to 911. It does not support call transfers to 911, or dialing 911 while on a call.

What is Enhanced 911 (E911)? For agents who are physically located in the US, E911 enables location information to be sent to 911 dispatch when a 911 call is placed.

https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html