Posted On: Apr 14, 2021

Amazon Connect now allows agents to select which speaker, microphone, and ringer device to use in the Contact Control Panel (CCP). For example, agents can change the ringer device from their headset to their speaker if they need to step away from their desk. Then, when a call comes in, the agent will hear the ring from speakers even if they are away from their computer.

This feature is available to customers using the Amazon Connect Streams API. In addition, customers using the latest release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce will have the ability to enable this for their agents. It is available in all AWS regions where Amazon Connect is offered. To learn more, see the help documentation, or visit the Amazon Connect website.