Calls not being queued in Pinpoint Journey

There are several avenues you can take to debug the issue:

1. On your pinpoint project side, please enable event streaming on your pinpoint project [1]. This way you can stream all your pinpoint journey events to a kinesis stream, for example a kinesis data stream. Please configure a consumer application like lambda to consume these events and record that them somewhere, for example the CloudWatch logs of the lambda function. The pinpoint journey emits event data for every step of the journey execution. For the outbound campaign call sent to your Amazon Connect instance will have the accompanying events as well. These events will contain information on whether the call was successfully placed or not. If it did place the call, it will contain info on whether the call did go though or not. Here is a sample journey event for outbound campaign:

{
    "event_type": "_connect.dial_attempt",
    "event_timestamp": 1680069660000,
    "arrival_timestamp": 1680069661927,
    "event_version": "3.1",
    "application": {
        "app_id": "3odjg7ead70241c1beb8eb51hdjs73jc",
        "sdk": {}
    },
    "client": {
        "client_id": "aqycyxtr5krs5pslimsvc+adc8d"
    },
    "device": {
        "platform": {}
    },
    "session": {},
    "attributes": {
        "client_token": "7f904693-31d8-4106-af73-928258jdnk93",
        "dial_request_id": "0fa2ea25-537a-4cc8-1234-d18bfd9b2bb7",
        "instance_id": "81ca6b70-7a73-8494-1234-af727djd738d",
        "amd_status_code": "VOICEMAIL_BEEP",
        "user_id": "example-user-id-62",
        "journey_activity_id": "lv3SXW7123",
        "journey_run_id": "949dd68b40b14da1ad6f60hdjef85123",
        "journey_id": "2c9564f909c34a8ca1c31d9b51c333df",
        "campaign_id": "d03ab8a7-8c9f-4ee1-8fec-9cfc6ed0491d"
    },
    "awsAccountId": "**********"
}

2. On your Amazon connect instance side, please try following the troubleshooting steps provided by AWS on their Knowledge center article [2]. It does have sections discussing how to trouble shoot outbound contact failures.

Please note that to determine the underlying issue, you will need data to understand what transpired when you launched the pinpoint campaign. Pinpoint event data streamed to kinesis streams and the CloudTrail events mainly as mentioned in the Knowledge Center article [2] will help you.

I hope this helps.

References:

[1]. https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams.html

[2]. https://repost.aws/knowledge-center/connect-troubleshoot-outbound-campaigns