Changing the Mobile / Amazon Connect ringing time
Mobile Connect & Amazon Connect ringing time#
In Amazon Connect, the amount of time an agent’s device rings is fixed at 20 seconds. This duration is built into the platform’s routing logic and is not a configurable setting. Administrators cannot extend or reduce this ring window, and there is no supported method to override it. As Mobile Connect is a layer on top of Amazon Connect, it is not possible to change the Mobile Connect ringing time either.
From the Amazon Connect documentation:
“You can't configure how long an available agent has to connect with a contact before it's missed. Agents have 20 seconds to accept or reject a voice or chat contact, and 30 seconds for a task contact. If no action is taken, the current agent's status will be Missed and the contact is routed to the next available agent.”
— Configure the agent's profiles and task settings in Amazon Connect – Amazon Connect
Common misunderstanding: The Loop Prompts block#
The Loop prompts block (including its Interruption Period setting) is used exclusively for playing audio or messages while a caller is on hold or in queue. Its behavior is limited to that part of the contact flow. Once Amazon Connect routes the call to an available agent, the block no longer has any effect, and it does not influence how long the agent’s phone or softphone rings.
From the Amazon Connect documentation:
“Loops a sequence of prompts while a customer or agent is on hold or in queue.”
— Flow block in Amazon Connect: Loop prompts - Amazon Connect