How do I troubleshoot call failures from an Amazon Connect instance?

Lesedauer: 4 Minute
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My Amazon Connect instance is producing inbound and outbound Call failure errors.

Resolution

To troubleshoot inbound Call failure errors from an Amazon Connect instance

  1. Confirm that the number on the instance is attached to a contact flow by doing the following:
    In the Amazon Connect console, choose Routing.
    Choose Phone Numbers.
    Choose Phone Number, and then verify that the number generating the error is assigned to a published contact flow.

Note: The MisconfiguredPhoneNumbers metric shows the number of failed calls because the phone number isn’t associated with a flow.

  1. Confirm that the Allow incoming calls check box is selected in your instance's Telephony Options page settings. Fore instructions, see step 4 in Step 2: Create an instance.

  2. Confirm that the instance isn't over its concurrent call quota by doing the following:
    In the Amazon CloudWatch console, choose Metrics from the left sidebar.
    From list of services, choose Connect.
    Locate the instance ID that's generating the error.
    Check the CallsBreachingActiveCallsQuota metric box next to the instance ID.
    If the CallsBreachingActiveCallsQuota metric populates, then the concurrent active call limit is breached.

Note: To see the number of calls that are rejected because the rate of calls per second exceeds your concurrent call quota, review the following metrics:
CallsPerInterval
ThrottledCalls

-or-

If you're unsure about the percentage of your instance's concurrent call quota being exhausted, then do the following:
Check the concurrent calls percentage metric box.

Confirm that the concurrent calls percentage is below 1%.
The concurrent calls percentage metric ranges from 0-1. 1 means that the active calls limit is 100% used.

For more information, see Monitoring your instance using CloudWatch.

Note: The default concurrent calls quota is 10. To increase your instance’s concurrent calls quota, use the Amazon Connect service quotas increase form. You must sign in to your AWS account to access the form. Amazon Connect might lower these default limits to prevent fraud or malicious use.

  1. Confirm that the Call failure error isn't on the source telecom-carrier side by doing the following:
    Call the number that's generating the error using different telecom carriers.
    If the number is reachable from one carrier, but not another, then the issue is on the source carrier's side.

To troubleshoot outbound Call failure errors from an Amazon Connect instance

  1. Confirm that the country code of the number generating the error message is on the Countries you can call by default list .

Note: To allow calling to additional countries, submit a service quota increase request. You must sign in to your AWS account to access the form. The countries listed in the default Contact Control Panel (CCP) are the countries that are allowed for your Connect instance.

  1. Confirm that the number dialed is in E.164 format on Wikipedia.

Note: Make sure to remove any leading and trailing digits. For example, you must remove the "0" long-distance code that often appears before the United Kingdom's country code.

  1. Confirm that the Allow outgoing calls check box is selected in your instance's Telephony Options page settings. Fore instructions, see step 4 in Step 2: Create an instance.

  2. Confirm that the instance isn't over its concurrent call quota. (See step 3 of the To troubleshoot inbound Call failure errors from an Amazon Connect Instance section of this article.)

  3. Confirm that the user has the permission CCP: Outbound in their security profile.

  4. Confirm that the Outbound Queue has the Outbound caller ID number configured in the Outbound caller configuration. 

  5. Confirm that the Call failure error isn't on the destination number's side by doing the following:
    Call the number that's generating the error using a number outside of Amazon Connect.
    If the destination number can’t be reached outside of Amazon Connect, then the issue is on the destination number’s side.


Related information

Use CloudWatch metrics to calculate concurrent call quota

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