Capture multi-party calls from Amazon Connect

To capture multiple parties on a call in Amazon Connect, deploy the "Multi-Party Calls and Enhanced Monitoring for Voice" feature. On the Verint platform, this feature works after installing the latest software update (KB) and selecting the multi-party call feature in the Amazon Connect data source.

Before you begin 

Customize Amazon Connect contact flows

Procedure 

1. Sign in to the customer's instance of Amazon Connect using an administrator-level account.

2. Enable enhanced multi-party contact monitoring.

What to do next 

Optional. Capture external party calls from Amazon Connect

Create an IAM role

Related information 

Enable enhanced multi-party contact monitoring in Amazon Connect (AWS Amazon Connect Documentation)

Host multiple participants on an ongoing customer service call in the Contact Control Panel (CCP) (AWS Amazon Connect Documentation)