Enable agent to agent calling as a third-party (3P) application in Amazon Connect agent workspace
Contact Center Blog
This article explains how to implement agent-to-agent calling in Amazon Connect by integrating a third-party React application into the agent workspace.
- Uses AWS-native services: Lambda, DynamoDB, API Gateway, AppSync, and Amazon Connect
- Stores agent presence data in DynamoDB for availability tracking
- Creates internal call routing through dedicated Amazon Connect contact flows
- Exposes call initiation via secure REST API through API Gateway
- Embeds React widget into agent workspace for agent search and calling
- Provides step-by-step implementation guide with code examples
- Includes cleanup instructions for removing resources after testing
This solution enables agents to search for and call colleagues directly within their workspace, improving internal collaboration without external tools.
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