How do I set up a custom caller ID in Amazon Connect?

Resolution

Contact AWS Support

To use an external phone number as your outbound caller ID number, contact AWS Support.

Include the following information in your request:

• Amazon Connect instance Amazon Resource Name (ARN)
• List of phone numbers that you want to display as the outbound caller ID
• Ownership of the numbers
  Note: You can find who owns the numbers on the latest invoice within 30 days.
• Detailed and valid use case

After AWS Support approves your request, you can set up your external number as the outbound caller ID.

Set up the external number as the outbound caller ID number

Create an outbound whisper flow

Complete the following steps:

1. Open the Amazon Connect console.
2. Select your instance.
3. In the navigation pane, choose Routing, and then choose Flows.
4. Choose Create flow, and then choose Create outbound whisper flow.
5. Choose Interact.
6. Select and drag the Call phone number block to the flow.
   Note: Place the Call phone number block before the Play prompt block.
7. Connect the Entry point block to the Call phone number block.
8. Choose the Call phone number block, and then choose Caller ID number to display (optional).
9. Choose one of the following:
   Select a number from your instance: Enter your external number in the Number field in E.164 format. This is the number that the customer sees.
   Use attribute: Select the value for the caller ID in the Namespace field. Either use a user-defined attribute that you create with a Set contact attributes block, or an external attribute that's returned from an AWS Lambda function.
   Note: The value of any attribute that you use must be a phone number in E.164 format. If the number isn't in E.164 format, then Amazon Connect uses the number for the outbound caller ID for the queue.
10. Choose Save.
11. Add additional blocks to complete your flow. Then, connect the Success branch of the Call phone number block to the next block in the flow.
    Note: There's no error branch for the Call phone number block. If Amazon Connect doesn't successfully initiate a call, then the flow ends. Amazon Connect places the agent in the AfterContactWork (ACW) state.
12. Choose Publish to activate the flow.

Configure the default outbound queue to use the new outbound whisper flow

In your agent's routing profile, identify the default outbound queue.

To edit the queue, complete the following steps:

1. Open the Amazon Connect console.
2. Select your instance.
3. In the navigation pane, choose Routing, and then choose Queues.
4. Select the name of the queue that you identified as the default outbound queue.
5. In the Outbound caller flow field, select the name of the outbound whisper flow.
6. Choose Save.

Set up an external number as a caller ID with the Transfer to phone number block

The Transfer to phone number block transfers the customer to a phone number that's external to your instance. You can use your external phone number to appear as the caller ID. Use the Transfer to phone number block to use a number that's different from the number that the flow uses to make the call.

Complete the following steps:

1. Open the Amazon Connect console.
2. Select your instance.
3. In the navigation pane, choose Routing, and then choose Flows.
4. Choose Create flow. If you already have a contact flow, then select the existing contact flow.
5. Choose Terminate.
6. Select and drag the Transfer to phone number block to the flow.
7. Select the Transfer to phone number block, and then choose Caller ID number in the Optional parameters section.
8. Choose one of the following:
   Select a number from your instance: Enter your external number in E.164 format in the Number field. This is the number that the customer sees.
   Use attribute: Use a contact attribute to provide the value for the caller ID. Use either a user-defined attribute that you create with a Set contact attributes block, or an external attribute that's returned from an AWS Lambda function.
   Note: The value of any attribute that you use must be a phone number in E.164 format. If the number from an attribute isn't in E.164 format, then Amazon Connect uses the number for the outbound caller ID for the queue.
9. Add additional blocks to complete your flow.
10. Choose Publish to activate the flow.