Call External Number while another call is on hold

Hello;

We are using CCP to handle calls in aws connect. When an agent gets a call, sometimes s/he needs some more information. And gets the call on-hold. And wants to make a call to external number. When s/he clicks Number pad, s/he can see numbers, but there is no call button. Only End call button. Agent can make a call to quick connect. But it is not always best solution as we cannot record every number as quick connect.

Is there any way to call external numbers without registering them as quick connect first?

Thank you..

주제

애플리케이션 통합 비즈니스 애플리케이션

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아마존 Connect

언어

English

bbolek

질문됨 2년 전435회 조회

1개 답변

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수락된 답변

From my end, I can also only see the End call button when I click on the Number pad directly during a call. Seems like a bug.. However, I found a workaround.

Click on Quick connects
In the Quick connects page, click on the Number pad button at the bottom of the screen
The Call button will now be enabled after entering any external phone number
Click Call

joahna

답변함 2년 전

bbolek
2년 전
Hello Joahna, thanks for your response. Yes I was able to make a call with your method.

I also created a ticket to AWS (https://github.com/amazon-connect/amazon-connect-streams/issues/557)

Thank you again.

Have a great day

Call External Number while another call is on hold

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