Claimed Amazon Connect toll-free and DID numbers not receiving calls – both go dead

Question

I’ve claimed both a toll-free and a DID number in Amazon Connect, but neither works when called (calls don’t connect or drop immediately). Here’s what I’ve verified:

* Number Status: Both numbers show as "Active" in Channels → Phone numbers.

* Contact Flow: Assigned a simple test flow (Play prompt → Disconnect) published and confirmed working via the "Test flow" button.

Real calls from external phones fail (no ring, no error message).

**What I’ve Tried:**

Created a new contact flow with minimal blocks.

Waited 24 hours after initial claim.

**Question:**

* Are there hidden provisioning steps for toll-free/DID numbers?
* How can I debug why external calls fail despite the console showing "Active"?

Kidd Ip · Answer

If your numbers show as "Active" and are correctly assigned to a contact flow, but still do not receive external calls, this is almost always a carrier provisioning or routing issue. Open an AWS support ticket—they can work with their carrier partners to resolve it. There are no further hidden steps you need to perform in the AWS console for newly claimed numbers.

Claimed Amazon Connect toll-free and DID numbers not receiving calls – both go dead

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