How do I request a phone number in Amazon Connect?

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I want to request a specific number to use for my Amazon Connect instance.

Resolution

To specify a phone number for your Amazon Connect instance, follow these steps.

Verify the details and prerequisites for your number

  1. Determine the following values for your use case:
    The ARN for your Amazon Connect instance
    The country where your phone number's based
    The quantity of phone numbers
    The type of phone number: direct inward dial (DID), toll-free phone number (TFN), Universal International Freephone number (UIFN), or Shared Cost number (available only in South Africa)
    (Optional) Any specific prefix that you need
  2. Confirm that the number type is available in your country. Also, confirm that both the country and number type are available in the AWS Region of your Amazon Connect instance.
  3. To verify the Regions and telephony capabilities that Amazon Connect supports, see the Amazon Connect telecoms country coverage guide.
  4. After you confirm the availability for your number and its features, see Region requirements for ordering and porting phone numbers. Note the Acceptable Identification that you must provide for your Region.
  5. Check the costs for inbound and outbound calls in your specified Region.

Get your specified phone number

To get your phone number, use the Amazon Connect console, the AWS Command Line Interface (AWS CLI), or AWS Support.

Amazon Connect console

For some countries, such as the US and UK, you can claim your number directly through the Amazon Connect console.

AWS CLI

Note: If you receive errors when you run AWS Command Line Interface (AWS CLI) commands, see Troubleshoot AWS CLI errors. Also, make sure that you're using the most recent AWS CLI version.

Use the SearchAvailablePhoneNumbers API to search for available phone numbers, and then use the ClaimPhoneNumber API to claim a number. To verify the status of the number, use the DescribePhoneNumber API.

AWS Support

For numbers that aren't available through self service, open a ticket with AWS Support. In your ticket, provide the details that you confirmed in step 1.

Important:

  • AWS Support sends you a secure Amazon Simple Storage Service (Amazon S3) bucket to upload your ID documents. Don't attach your ID documents directly to the case. For more information, see How can I upload documents to AWS Support for ordering or porting phone numbers in Amazon Connect?
  • AWS Support might ask you to upload additional documents.
  • Allow 2-4 weeks for AWS to fulfill your request. For some countries, it might take longer to secure the number because of carrier regulations.
  • When the Telecom team approves your documents, you receive your new number, and it appears in the Phone Number list in your Amazon Connect instance.
  • If you provide a contact flow name in the initial request, then the Amazon Connect team maps your phone number to the contact flow. If you don't provide a contact flow name, then you must manually assign your number to a contact flow.
AWS OFFICIAL
AWS OFFICIALUpdated 6 months ago