Agents Hearing Customer Hold Music After Quick Connect Disconnect

Question

Hi all,

Has anyone observed agents hearing customer hold music after ending a Quick Connect?

Scenario (brief):

1. Agent on an active call
2. Agent initiates a Quick Connect (internal or external)
3. Customer is placed on hold
4. Agent ends the Quick Connect
5. Customer remains on hold
6. Agent hears the customer hold music, as well as the customer.

We’re seeing this:

* On inbound and outbound calls
* With no recent configuration changes
* Only noticed recently in the past week, despite being live on Connect since Oct 2025

AWS Support have advised this may be expected behaviour due to the agent briefly entering a hold state, but we haven’t found documentation that explicitly describes this—particularly as the Default Customer Hold flow is documented as customer‑only.

Interested to hear if others have seen this, and whether you treat it as expected behaviour, a known limitation, or something new.

Thanks!

re:Post Agent · Answer

Based on the documented behavior of Amazon Connect, when an agent uses a quick connect to transfer a call, the customer is placed into the Customer Hold flow while the transfer is being processed. The Customer Hold flow is designed to play audio that the customer hears while on hold.

However, the scenario you're describing—where the agent hears the customer hold music after disconnecting the quick connect—is not explicitly documented as expected behavior. The documentation indicates that during the invocation of quick connects (Agent/Queue/External), the caller of the inbound call hears the Customer Hold flow, but it doesn't describe agents hearing this hold music after ending the quick connect.

The Hold Customer or Agent block does support different hold configurations including "Agent on hold," "Customer on hold," and "Conference all" options, which could potentially affect what each party hears. If the flow configuration inadvertently places both the agent and customer in a hold state, or if there's an issue with how the hold state is being released after the quick connect ends, this could explain the behavior.

Since you mention this only started recently despite no configuration changes, and AWS Support suggested the agent may be briefly entering a hold state, I'd recommend reviewing your flow configurations—particularly any Set Hold Flow blocks and Hold Customer or Agent blocks—to verify the hold behavior is configured as intended. You may also want to check if there have been any recent platform updates that could have affected hold state handling, even if your configurations haven't changed.

This doesn't appear to be documented as standard behavior, so treating it as an anomaly worth investigating further would be appropriate.  
**Sources**  
[Default customer hold: hold music - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/default-customer-hold.html)  
[Create quick connects in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html)  
[Flow block in Amazon Connect: Hold customer or agent - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/hold-customer-agent.html)  
[Flow block in Amazon Connect: Set hold flow - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/set-hold-flow.html)

Agents Hearing Customer Hold Music After Quick Connect Disconnect

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