Issue with Amazon Connect & ServiceNow Integration - Not able to make calls only to Australia region

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We have integrated Amazon Connect with ServiceNow following the official documentation: ServiceNow-Amazon Connect Integration - https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/cloud-call-center/task/integrate-ccc-amazonconnect.html

Currently, we are only able to make calls to US region, even though our Amazon Connect instance is registered in Australia.

When attempting to call an Australian number from ServiceNow, the call fails, and we receive the message: "Customer ended the call."

We need to understand what might be causing this issue and how to resolve it. Any insights or troubleshooting steps would be appreciated.

asked 11 days ago18 views
1 Answer
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The issue you're experiencing with making calls to Australia from your Amazon Connect instance integrated with ServiceNow could be due to several factors. Here are some potential causes and troubleshooting steps:

  1. Outbound Calling Configuration: Ensure that outbound calling is properly enabled for your Amazon Connect instance. This can be done through the Amazon Connect console under the Telephony settings. Make sure the option "I want to make outbound calls with Amazon Connect" is selected and saved.

  2. Country Allowlisting: Even though your instance is registered in Australia, there might be restrictions on outbound calling to specific countries. Verify that Australia is included in your allowed outbound calling countries. If it's not, you may need to submit a service quota increase request to AWS Support to add Australia to your allowlist.

  3. Queue Configuration: Check that your outbound queue is properly configured with a valid outbound caller ID number. This should be set in the queue settings within Amazon Connect.

  4. Agent Permissions: Ensure that the agents attempting to make calls have the necessary permissions, particularly the "CCP: Outbound" permission in their security profile.

  5. Phone Number Format: Verify that you're using the correct format for Australian phone numbers, including the country code (+61).

  6. Concurrent Call Quota: Check if you've reached your concurrent active call quota, which could prevent new outbound calls from being initiated.

  7. ServiceNow Integration: Review your ServiceNow-Amazon Connect integration settings to ensure they're correctly configured for making outbound calls to Australia.

If you've checked all these points and the issue persists, it would be advisable to create an AWS Support case. Provide them with specific details such as the source and destination phone numbers, contact IDs, timestamps with time zones, and any error messages you're receiving. This will help them investigate the issue more thoroughly.

Remember that outbound calling capabilities can sometimes be affected by telecom regulations or restrictions in specific regions, so it's important to work with AWS Support to ensure your instance is correctly configured for your needs.

Sources
Restrict Outbound Calling | AWS re:Post
Troubleshoot outbound call issues in Amazon Connect | AWS re:Post
Problem using the CCP: Agents can't make outbound calls in the Contact Control Panel (CCP) - Amazon Connect
Amazon Connect CCP unable to make calls | AWS re:Post

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answered 11 days ago

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