How do I migrate phone numbers from one Amazon Connect instance to another?

Resolution

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

Your Amazon Connect instances are in the same AWS Region and AWS account

If the source and destination Amazon Connect instances are in the same Region and account, then use the ListPhoneNumbers and UpdatePhoneNumber API operations.

Or, run the list-phone-numbers AWS CLI command:

aws connect list-phone-numbers-v2 --instance-id your-instance-id --query 'ListPhoneNumbersSummaryList[?PhoneNumber==`+xxxxxxxxxxx `]'

Note: Replace your-instance-id with your instance ID and +xxxxxxxxxxx with the phone number that you want to migrate.

Example output:

[
  {
    "PhoneNumberId": "xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE",
    "PhoneNumberArn": "arn:aws:connect:us-west-2:123456789023:phone-number/xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE",
    "PhoneNumber": "+xxxxxxxxxxx",
    "PhoneNumberCountryCode": "US",
    "PhoneNumberType": "DID",
    "TargetArn": "arn:aws:connect:us-west-2:123456789023:instance/a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",
    "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",
    "PhoneNumberDescription": ""
  }
]

In the output, note the PhoneNumberID value.

To migrate the phone number, run the update-phone-number command:

aws connect update-phone-number --phone-number-id PhoneNumberId --target-arn TargetInstanceARN

Note: For PhoneNumberId, enter the Id from the preceding output. For TargetInstanceARN, enter the Amazon Resource Name (ARN) of the instance that you want to migrate the phone number to.

Example output:

{
    "PhoneNumberId": "xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE",
    "PhoneNumberArn": "arn:aws:connect:us-west-2:123456789023:phone-number/xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE"
}

To migrate multiple phone numbers, repeat the steps for each phone number that you want to migrate.

Make sure that the number of phone numbers that you migrate doesn't exceed the Phone Numbers per Instance quota on the target instance. You can request a quota increase in the Service Quotas console.

Your Amazon Connect instances are in different Regions or different accounts

Before you open a support case, confirm that the phone numbers that you want to migrate aren't an outbound caller ID.

If the source and destination Amazon Connect instances are in different Regions or accounts, then create an AWS Support case.

Note: If the Amazon Connect instances belong to different accounts, then create an AWS Support case from each account.

Include the following information in your support case:

• The source Amazon Connect instance ARN.
• The destination Amazon Connect instance ARN.
• The phone numbers that you want to migrate.
• A requested date and time for migration, and the timezone.
  Note: Your requested date and time for migration isn't guaranteed. There's 15-20 minutes of downtime for each phone number migration.

To associate Amazon Connect contact flows with the migrated phone numbers in the destination instance, include the destination contact flow ARN. Make sure that the contact flow exists. Confirm that it's published in the destination Amazon Connect instance.

If migration isn't possible, then AWS Support contacts you through the support case.