Amazon Connect Customer Phone Number showing wrong number

The issue you're experiencing with Amazon Connect not showing the correct caller phone number is likely due to how international calls are handled and potentially masked by the telecommunications network. When you call from Brazil to a number in another country, the phone number that appears in Amazon Connect may not be your actual Brazilian phone number for a few reasons:

1. Number Masking: Some telecommunications providers or intermediary carriers may mask or replace the original caller ID for international calls. This is often done for privacy reasons or due to technical limitations in how caller information is transmitted across international networks.

2. Caller ID Restrictions: There might be restrictions on passing the full international caller ID between different countries' phone systems.

3. Routing Through Intermediaries: International calls often route through multiple carriers or intermediaries, which can sometimes result in the original caller ID being lost or replaced.

4. Local Number Presentation: The number you're seeing might be a local number in the destination country that's being used to represent your international call.

Unfortunately, this behavior is not something that Amazon Connect controls directly, as it depends on how the call is routed and what information is passed along by the telecommunications networks involved in the international call.

To address this issue and create flows based on the caller's phone number, you might need to consider alternative approaches:

1. Use IVR (Interactive Voice Response) to ask callers to input their phone number manually.

2. If possible, set up a local number in Brazil that forwards to your Amazon Connect instance, which might preserve the original caller ID better.

3. Work with your telecommunications provider to see if there are options to ensure the original caller ID is preserved for international calls.

4. Use other identifying information (like account numbers) that callers can provide to route calls appropriately.

If you need to use the actual caller's phone number for critical operations, you may need to explore these alternatives or consult with AWS Support to see if there are any specific configurations or solutions available for your use case.
Sources
Flow block in Amazon Connect: Set callback number - Amazon Connect
Request a phone number in Amazon Connect | AWS re:Post
Flow block in Amazon Connect: Call phone number - Amazon Connect