Restrict Outbound Calling

Question

I have a team of agents who conduct outbound calling however, I can't seem to figure out how to restrict calls made to countries outside of my country. The instance comes with options to call US, UK, Australia. I have tried adjusting the flow to "Check Contact Attributes" before the call goes through.

Namespace: System Attribute: Customer Endpoint Address Condition: Starts with Value: +65

But calls are still going through to US, etc. Does anyone have any suggestions?

Namespace: System
Attribute: Customer Endpoint Address
Condition: Starts with
Value: +65

But calls are still going through to US, etc.  Does anyone have any suggestions?

re:Post Agent · Answer

To restrict outbound calling to specific countries in Amazon Connect, you're on the right track, but adjusting the flow alone may not be sufficient. Here are some steps and suggestions to help you restrict calls to countries outside your own:

1. First, ensure that outbound calling is properly configured in your Amazon Connect instance. This is done through the Amazon Connect console under the Telephony settings.

2. Instead of relying solely on contact flow adjustments, you should focus on adjusting the outbound calling settings at the instance level. By default, Amazon Connect allows calling to certain countries based on the region of your instance.

3. To restrict calling to only your country (assuming Singapore based on the +65 country code you mentioned), you need to submit a service quota increase request to AWS Support. This request will actually be used to limit the countries you can call from, rather than increase quotas.

4. Here's how to submit the request:
   - Go to the AWS Support console
   - Choose "Account and billing"
   - For Service, select "Connect (Number Management)"
   - For Category, choose "Country Allowlisting for Outbound Calls"
   - In the description, clearly state that you want to limit outbound calls to only Singapore (+65)

5. Once AWS processes your request, outbound calls should be restricted to only the country you specified.

6. If you still want an additional layer of control within your contact flows, you can continue to use the "Check Contact Attributes" block. However, instead of using "Starts with", you might want to use a regular expression to match the entire phone number format for Singapore.

7. Remember that these restrictions apply to the entire instance, so all agents using this instance will be affected by these changes.

If calls are still going through to other countries after implementing these steps, double-check your instance settings and contact AWS Support for further assistance.

**Sources**  
[Enable outbound calls in your Amazon Connect instance - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-calls.html)  
[Countries that call centers using Amazon Connect can call by default - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html)  
[Outbound calling restrictions in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/outbound-calling-restrictions.html)

Ernest-Rodriguez · Answer

Hello,

I understand you are looking to restrict outbound calling to countries outside of your country.

By default, Amazon Connect instances will include a number of approved countries agents are able to place outbound calls to.

If you are looking to only allow outbound calling to your specific country, open a support case to AWS Support to remove every allow-listed country except the one that you would like to keep. Keep in mind that agents will not be able to place outbound calls to any country that is not in the allow-list.

Hope this helps.

Restrict Outbound Calling

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