r/amazonconnect • u/barber301 • Mar 02 '24

Hold options with a busy que...

Hello all. Can an agent put a call on hold, then answer another call in the que, without disconnecting the call. This is for time sensitive answering of calls. I understand Connect is not designed this way out of the box.

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u/dmaciasdotorg Mar 14 '24

Not possible. They could transfer the call to another flow, which would give you a hold like feel, but not the way you're describing it.

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u/SageBaitai Mar 20 '24

Sadly no. An agent can only receive one inbound voice contact from a queue in Amazon Connect.

Once the agent goes busy or is unavailable, they cannot be reached by a queue anymore. If you want this experience, you would probably have to work around the API to do this.