Amazon Connect adds support for early media on outbound phone calls

Posted on: Aug 14, 2020

You can now control whether contact center agents hear early media audio, such as busy signals, failure to connect errors, or other informational messages when making outbound calls. Previously Amazon Connect played standard ring back sounds during the call connection for agents even when phone companies could not complete calls and potential retries were attempted. Now, with a simple click in the AWS console, you can enable early media audio in Amazon Connect, and your agents can hear if the state of a dialed number is invalid, has been changed or disconnected, is busy, or another issue prevented completing the call. For example, agents can now terminate a call attempt more quickly based on a busy signal or update their records for contacts that changed or disconnected their phone number. 

Early media support is available in all AWS regions where Amazon Connect is offered. See Early Media in the Amazon Connect Administrator Guide for more details. There is no additional charge beyond standard pricing for Amazon Connect service usage and associated telephony rates. To learn more about Amazon Connect, please visit the Amazon Connect website.