How do I troubleshoot issues with outbound campaigns in Amazon Connect?

Resolution

Prerequisites:

• Activate Amazon Connect outbound campaigns.
• Create an outbound campaign.

Check the country and Region of your outbound campaign

You can place outbound campaign calls to destination numbers only in supported countries and AWS Regions. Also, the source phone number that you use for the campaign must be located in the country where the outbound campaign destination numbers are located.

Note: For Australia and New Zealand outbound campaigns, you must have a dedicated phone number. You must create an AWS Support case to request the dedicated phone number and the campaign.

For more information, see the Amazon Connect outbound campaigns FAQs.

Review your outbound contacts

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.

To troubleshoot outbound contacts, confirm that you placed the call through the instance and the call reached the destination.

First, view AWS CloudTrail events on the CloudTrail console for Amazon Connect. Then, review the Event history for the eventName of the StartOutboundVoiceContact API. If you see StartOutboundVoiceContact, then the request successfully reached Amazon Connect. If you don't see StartOutboundVoiceContact, then there's an issue with the initiator, such as Amazon Pinpoint.

Note: For an in-progress call, the contact ID doesn't appear in the contact search. You can run the describe-contact AWS CLI command to determine whether the call is successful for the specific contact ID. If the call is ongoing, then DisconnectTimestamp doesn't return as an output.

To determine whether StartOutboundVoiceContact is generated between Amazon Pinpoint and Amazon Connect, review the contact record. To view a list of contact IDs that an Amazon Pinpoint journey generated, apply the Initiation method: API filter.

Note: It's a best practice to configure Amazon Pinpoint to stream event data to Amazon Kinesis or Amazon Data Firehose. It's also a best practice to configure destination settings for Amazon Simple Storage Service (Amazon S3) to send events to Firehose. For more information, see Streaming Amazon Pinpoint events to Kinesis.

If there's an issue with a StartOutboundVoiceContact event name and a LimitExceededException error code in your CloudTrail events, then you reached your outbound contact quota. To resolve this issue, request an instance quota increase for your active concurrent campaign calls.

Outbound call failures

If the outbound call fails, then the contact ID doesn't appear when you search for contacts. To verify call failures, run the describe-contact command to determine whether the call is successful for the specific contact ID. If the InitiationTimestamp and DisconnectTimestamp are within milliseconds, then the call isn't successful.

If you reach your campaign quotas, then your outbound call might be unsuccessful.

To check whether you reached your campaign quota, complete the following steps:

1. Open the Amazon CloudWatch console.
2. In the navigation pane, choose Metrics, and then choose All metrics.
3. Choose Amazon Connect, and then choose Instance metrics.
4. Review the CallsBreachingConcurrencyQuota and ThrottledCalls metrics. 
   Note: For a description of the metrics, see Amazon Connect metrics sent to CloudWatch.

If the CallsBreachingConcurrencyQuota or ThrottledCalls metrics contain a count, then you might have reached the service quota. To increase the quota, request a quota increase.

Calls are blocked when a campaign call or concurrent call per instance reaches its quota.

Example scenarios 

In the following examples, the current call quota is 10 and the campaign call quota is five for the Amazon Connect instance.

Concurrent call quota

Seven inbound calls are in progress within the Amazon Connect instance, and four outbound campaign calls are placed. The fourth call fails because the concurrent call quota of 10 is reached.

Campaign call quota

Four inbound calls are in progress within the Amazon Connect instance, and six outbound campaign calls are placed. The sixth call fails because the campaign call limit of five is reached.

Related information

Review and test a journey

Journey event data from Amazon Pinpoint

Make predictive and progressive calls using Amazon Connect outbound campaigns