Use the CCP in Amazon Connect to make a call while on a
chat
Let's say you're chatting with a contact and you want to consult with someone else. While you're on a chat, you can use the updated CCP to make outbound calls using the number pad and phone number quick connects.
Note the following limitation:
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You can't access agent quick connects while you're on a chat.
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Agents can receive calls while on a chat only if they are assigned to a routing profile that allows cross-channel concurrency.
To make an external call while you're on a chat
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In the CCP, choose the phone tab.
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Choose Number pad.
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Enter the external number you want to call, and then choose Call.
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You'll be connected to the call at the same time the chat is still ongoing, as shown in the following image.
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To go to the chat conversation while you're on the phone, choose the chat tab.
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To end the phone conversation, choose the phone tab, choose End call, and then choose Clear contact. You're still connected to the chat conversation.
Can't make outbound call to another
agent
If you're on a chat and having trouble making an outbound call to another agent, it could be because that agent's routing profile is not set up to allow them to take calls while on a chat or task contact. They need to be assigned to a routing profile that allows cross-channel concurrency.
Can't see phone number quick connects
in the CCP
Agent quick connects are not visible in the CCP while you're on a chat.
If you can't see phone number quick connects in your CCP, however, check that the phone number quick connect has been added to your queue as described in Step 2: Enable agents to see quick connects.
Enable agent quick
connects for calls during a chat
To enable agents to consult over the phone with each other while they are on chats, your Amazon Connect administrator needs to set up a direct dial number (DID) that routes to the agent. This configuration incurs additional costs.
