This capability lets agents receive urgent calls that ring even if they are engaged on another call, enabling them to place ongoing customers on hold and address priority contacts promptly. It also permits routing calls directly to agents despite custom status settings, such as 'Back Office Work'.
By allowing designated urgent contacts to bypass normal routing rules, organizations can improve handling of critical interactions without disrupting overall contact center workflows. This feature is available in all AWS regions supporting Amazon Connect Customer.
Source & further reading
Amazon Connect Customer launches the ability to interrupt an agent with an urgent contact ↗Source published 2026-06-18. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.