How do I troubleshoot call routing failures in Amazon Connect Customer?

Resolution

If you misconfigured phone number assignments in Amazon Connect Customer, then your call routing fails. To resolve, take the following actions.

Verify that you assigned your phone number to a published contact flow

If you don't associate your phone number with a valid, published contact flow, then inbound calls fail. To verify that you assigned your phone number, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Channels, choose Phone numbers.
5. Select the phone number that the call fails on.
6. To confirm that you attached the phone number to a published contact flow, check the Contact flow/IVR field. If the field is empty, then select a flow.

Turn on and review contact flow logs

To turn on logs, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Routing, choose Flows.
5. Select your contact flow to open the flow designer.
6. In the Block Library, under Analyze, choose the Set logging behavior block at the beginning of your flow.
7. On the Set logging behavior block, choose Menu on the block, and then set the Logging behavior to Enabled.
8. Choose Confirm.
9. Choose Publish.

To review the contact flow logs, see Search flow logs stored in an Amazon CloudWatch log group.

Check your routing profile and queue configuration

If you misconfigured the routing profile or queue, then calls enter a queue but don't reach agents.

To check your routing profile configuration, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Users, choose Routing profiles.
5. Select your routing profile.
6. Under the Channel settings section, confirm that you turned on the correct Channel availability for the destination queue. If you didn't, then turn on the correct Channel availability for the destination queue.
7. Choose Save.

To check the agent status, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Analytics and optimization, choose Real-time metrics.
5. Choose Agents.
6. In the navigation pane, choose Users, and then choose Agent status.
7. Review the Type column for the Routable status.
   Note: Agents listed in custom statuses don't receive contacts.

To check the queue assignment in the flow, confirm that the Set working queue or Transfer to queue block in contact flow references the correct queue. If you use a dynamic queue assignment, then check that the attribute resolves to a valid queue Amazon Resource Name (ARN) or name.

To check the queue capacity, see Reduce the number of contacts allowed in a queue.

Note: If you use the Check hours of operation block in your flow, then calls outside business hours follow the Out of hours branch. Confirm that this branch routes to an appropriate destination.

Confirm that you didn't exceed your concurrent call limit

If your instance reaches its concurrent call limit, then additional inbound calls receive a busy signal or Amazon Connect Customer rejects the calls.

To check if you have exceeded your concurrent call limit, complete the following steps:

1. Open the Amazon CloudWatch console.
2. Monitor the ConcurrentCalls and ConcurrentCallsPercentage metrics for your Amazon Connect Customer.
3. Also check the ThrottledCalls metrics for the number of voice calls that Amazon Connect Customer rejected. The rate of calls per second exceeded the maximum supported quota.

To request a quota increase, complete the following steps:

1. Open the Service Quotas console.
2. In the navigation pane, choose AWS services, and search for Amazon Connect.
3. Choose Amazon Connect.
4. Choose Concurrent active calls per instance.
5. In the Resource-level quotas section, select your Resource ARN, and choose Request increase at resource level.
6. In the Increase quota value section, enter a new quota value.
7. Choose Request.

It's a best practice to set up a CloudWatch alarm to alert you when concurrent calls approach your quota.

Identify carrier-level routing issues

If calls intermittently fail or fail to reach only specific destinations, then the issue might be at the carrier level. To check if the call failed because of a carrier-level issue, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Analytics and optimization, choose Contact search.
5. Search for the failed contacts, and then review the Disconnect reason field.
   If the Disconnect reason is TELECOM_PROBLEM, then the call was ended at the carrier-level.
   If you see persistent TELECOM_PROBLEM as the reason, then contact AWS Support.

Troubleshoot routing criteria failures

If you use the Set routing criteria block for proficiency-based or preferred-agent routing and you misconfigured the flow block, then contacts might fail to route. To resolve, check the routing configuration.

Routing criteria must reference predefined attributes that you created in your instance. If an attribute doesn't exist, then the routing step fails. To check that the predefined attributes exist, see Prerequisites for setting routing criteria using predefined attributes.

If you dynamically set routing criteria in AWS Lambda, then the function must return properly structured JSON.

If the expiration duration is too short, then Amazon Connect Customer can't find a matching agent before the step expires. Set expiration timers that allow sufficient time for agent matching.

Note: When the routing steps expire without finding a matching agent, then Amazon Connect Customer offers the longest available agent who has their queue in their routing profile.

Troubleshoot ported phone numbers that don't receive calls

Complete the following steps:

1. Check the status of your AWS Support case to confirm that the porting request completed.
2. Confirm that you assigned the ported number to a published contact flow in your instance.
3. Call the phone number from multiple carriers. If only certain carriers can't reach the phone number, then the issue might be with the originating carrier's routing tables.
4. If you ported and assigned the phone number but the phone number still doesn't receive calls, then update your Support case.

Important: Don't cancel your service with the previous carrier until you've verified calls are correctly routing to Amazon Connect Customer.

Troubleshoot transfer failures

For transfers to another agent or queue, take the following actions:

• Confirm that the target agent is online and in a routable status.
• Confirm that you correctly configured and assigned quick connects to the queue.
• Confirm that you activated the target queue and included the required routing profile.

For transfers to external numbers, take the following actions:

• Confirm that you added the destination country to your instance's outbound calling allowlist. For the list of default allowed countries by AWS Region, see the Amazon Connect Customer Telecoms Country Coverage Guide.
• Make sure that you configured a valid caller ID in the queue settings or the outbound whisper flow.
• Check the call phone number block configuration in your outbound whisper flow for errors.

To review Contact Trace Records (CTRs) for failed transfers, complete the following steps:

1. Open the Amazon Connect Customer console.
2. Select your instance.
3. Choose your Access URL.
4. In the navigation pane, under Analytics and optimization, choose Contact search.
5. Search for the failed contact.
6. Select the contact, and then check the Disconnect Reason field.