Why are my outbound campaign contacts excluded when Customer Profile has phone numbers?

Question

I’m running an outbound campaign in Amazon Connect, sourcing contacts from Customer Profiles.

I’ve added phone numbers into the profile objects under the fields MobilePhoneNumber, HomePhoneNumber, and WorkPhoneNumber. I expected Connect to dial these in priority order (mobile first, then home, then work), but the campaign is excluding the contacts instead of dialing them.(from documentation)

Questions:

Which phone number field does Amazon Connect outbound campaigns actually use when selecting the number to dial?

Do I need to map my custom fields (MobilePhoneNumber, etc.) to the standard PhoneNumber attribute for Connect to recognize them?

Is there a way to configure priority dialing (e.g., try Mobile first, then Home, then Work), or do I need to pre-process the profile data to set one canonical PhoneNumber field?
Is there any way to check why exclusion happend, as from dashboards does not reflect why the profile get excluded. ?

re:Post Agent · Answer

When running outbound campaigns in Amazon Connect with Customer Profiles as the source, there are specific requirements for phone number fields that could explain why your contacts are being excluded.

Amazon Connect outbound campaigns typically look for a standard phone number field rather than automatically prioritizing between multiple phone number fields like MobilePhoneNumber, HomePhoneNumber, and WorkPhoneNumber. The system doesn't automatically prioritize between these different phone types.

You would need to map your custom phone number fields to the standard phone number attribute that Amazon Connect recognizes for outbound dialing. Without this mapping, Connect may not recognize the phone numbers in your profiles, leading to contact exclusion.

There are several other possible reasons why your outbound calls might be failing:

1. The phone numbers may not be in the proper E.164 format that Amazon Connect requires
2. Outbound calling might not be allowlisted for the countries or prefixes you're trying to dial
3. You may have reached your concurrent active call quota
4. The destination phone numbers might be invalid or unreachable
5. There could be configuration issues with your outbound caller ID

As for checking why exclusion happened, Amazon Connect doesn't provide detailed exclusion reasons directly in the standard dashboards. You would need to implement additional logging or monitoring to track why specific profiles are being excluded from your campaigns.

To resolve this issue, ensure you have a single, standardized phone number field that Amazon Connect can recognize, properly formatted in E.164 format. If you need to maintain priority dialing logic (mobile first, then home, etc.), you would need to pre-process your profile data to populate the primary phone number field according to your priority rules.  
**Sources**  
[Troubleshoot outbound call issues in Amazon Connect | AWS re:Post](https://repost.aws/knowledge-center/connect-troubleshoot-outbound-calls)  
[Restrict Outbound Calling | AWS re:Post](https://repost.aws/questions/QUiDhVMrwDSAegvoxmCVMDmA/restrict-outbound-calling)

Why are my outbound campaign contacts excluded when Customer Profile has phone numbers?

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