How do I connect agents in my Amazon Connect contact center to incoming calls automatically?

Last updated: 2021-12-16

When agents in my Amazon Connect contact center are available, I want them to connect to incoming calls automatically. How do I set that up?

Resolution

Activate Auto-Accept Call for your agents in Amazon Connect. When the Auto-Accept Call setting is turned on for an available agent, the agent connects to incoming contacts automatically.

Auto-Accept Call doesn't work for callbacks.

Note: You must edit existing users individually to activate the Auto-Accept Call setting in your Amazon Connect instance. However, you can configure the setting for multiple new users when you bulk upload users with the CSV template.


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