Hello --
This was a problem earlier this year but I thought AWS had fixed it. There was something going on with Amazon Connect and the servers out in Virginia, I believe? From the notifications that I received AWS corrected the issues and my company was able to receive inbound calls again. Now, most of the inbound calls to our AWS 800 phone line and our DID phone line are being dropped instead of getting transferred to our virtual receptionist that is a private phone line for our company.
According to the Cloud Watch logs there are no errors with Amazon Connect, and it is not our virtual receptionist as that is working. When I call our AWS 800 phone number or our AWS DID phone number I receive the standard greeting and am then transferred to our virtual receptionist where I can select an extension and be connected to our staff. When a customer outside of our company dials in on the 800 number or the DID number they receive the greeting but instead of being transferred externally to our virtual receptionist the call simply ends. Some customers have reported hearing a message that says there are call restrictions and their call cannot be completed.
Due to the major issues with the AWS Virginia servers recently reported I suspect the Amazon Connect team needs to work on the affected servers and provide AWS customers with more support until these problems are properly resolved.
I think I may have resolved the issues actually. It was a combination of service provider failures and no notifications or alerts by them. Earlier this year we were using US west coast servers and those were not handling AWS Connect calls at all. The east coast servers have been the most reliable when using new and experimental AWS products and services.