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 HAQM 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 HAQM 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 HAQM Connect is offered. See Early Media in the HAQM Connect Administrator Guide for more details. There is no additional charge beyond standard pricing for HAQM Connect service usage and associated telephony rates. To learn more about HAQM Connect, please visit the HAQM Connect website.