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 once your service provider installs the latest software update (KB), no additional configuration is needed.
Before you begin
Customize Amazon Connect contact flows
Procedure
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Sign in to the customer's instance of Amazon Connect using an administrator-level account.
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Enable enhanced multi-party contact monitoring.
What to do next
Optional. Capture external party calls from Amazon Connect
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)