Overview
Operata may tag a call with multipleSoftphones: true when it detects that the same Amazon Connect agent identity was active on more than one CCP session at the same time during the call.
When does this happen?
An agent has the CCP open in multiple browser tabs or windows simultaneously
An agent has both the native CCP and a third-party softphone (e.g. embedded in a CRM) open at the same time
An agent logged in on a second device without closing their previous session
A previous session was not properly closed and Amazon Connect still considers it active
Why it matters
Call routing confusion — Amazon Connect may attempt to route a call to an instance that is no longer the agent's active session.
Audio device conflicts — if two CCP instances are both trying to use the same audio device, neither may work correctly.
Inaccurate presence — the agent may appear available in one session while busy or away in another.
What to do
Instruct agents to only ever have one CCP instance open at a time.
Before starting a new session, close all other browser tabs with the CCP or softphone open.
If using a CRM-embedded softphone, confirm it uses the same CCP session rather than launching a second one.
If the
multipleSoftphonestag appears persistently for a specific agent, check their browser for background tabs or whether their CRM integration is creating a duplicate session.