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

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.

Prerequisites:

• Set up 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. The source phone number that you use for the campaign must be located in the same country as the destination numbers.

Note: For Australia and New Zealand outbound campaigns, you must have a dedicated phone number. To make campaign calls to Mexico, you must use a high volume outbound communication (HVOC) number. To request the dedicated phone number and campaign, you must create an AWS Support case. For more information, see FAQs.

Review your outbound contacts

To troubleshoot outbound contacts, confirm that you placed the call through the Amazon Connect instance and that the call reached the destination. First, check the AWS CloudTrail Event history for 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: The in-progress call might also appear in the Contact Search page. 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 isn't in the command output.

To determine whether Amazon Pinpoint and Amazon Connect generate StartOutboundVoiceContact, 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. For more information, see Streaming Amazon Pinpoint events to Kinesis. It's also a best practice to configure destination settings for Amazon Simple Storage Service (Amazon S3) to send events to Firehose.

If the StartOutboundVoiceContact event has the 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.

Important: On October 30, 2026, AWS will end support for Amazon Pinpoint.

Troubleshoot 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 of each other, 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. Check the CallsBreachingConcurrencyQuota and ThrottledCalls metrics.

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

Amazon Connect blocks calls when a campaign call or concurrent call in each instances reaches its quota. 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 you place four outbound campaign calls. The fourth call fails because you reach the concurrent call quota of 10.

Campaign call quota

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

Related information

Review and test a journey

Journey event data from Amazon Pinpoint

Make predictive and progressive calls using Amazon Connect outbound campaigns