How do I troubleshoot outbound caller ID issues in Amazon Connect?

Resolution

Important: If you use the Call phone number block to specify your caller ID, then you can specify the custom caller ID number. To use the call phone number in your Amazon Connect instance, you must activate the custom caller ID in the block. To activate a custom caller ID, create a support case. If you don't activate the custom caller ID, then you can't set it in the block.

Outbound caller ID as a name

Amazon Connect runs on a Session Initiation Protocol (SIP)-only infrastructure through carrier partners. The caller ID name shows to customers only when the call path across the public telephone network is on SIP. Because customers are on different networks, AWS can't guarantee that the caller ID name is displayed.

For more information, see Outbound caller ID name.

Outbound caller ID as a number

To troubleshoot outbound caller IDs as a number, take the following actions:

• Make sure that you correctly associated the queue and contact flow with the agent. If you set the caller ID in the queue, then verify that you assigned the agent to the caller ID routing profile.
• If you set the caller ID in queue settings and the call phone number block, then the call phone number block takes priority. If you don't define the call phone number block, then Amazon Connect uses the caller ID that's in queue settings.

Note: When you set the caller ID in the queue, make sure to select the Direct Inward Dialing (DID) numbers that you configured in the Amazon Connect instance. If you select a toll-free number (TFN), then telecom regulators might flag the caller ID as a spam call.

To avoid issues with your caller ID, see Optimize your reputation for outbound calling in Amazon Connect.