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 Amazon 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 Amazon 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.
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