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Can you share here the instructions sheet you have followed, and are referring to? Have you tried following this blog post? https://aws.amazon.com/blogs/contact-center/make-predictive-and-progressive-calls-using-amazon-connect-high-volume-outbound-communications/. If you follow the steps in the blog, you should get some logging that may help you narrow down the issue. Make sure you check service limits when you enable outbound campaign, as well.
This is the blog to follow. However, I think there’s a quota you have to have increase in order for this to work. It’s escaping now what it was, but you will see everything run, but the call will never get generated and I think the logs will point you in the right direction. it’s been months since I tried it, but something rings a bell about a quota change when doing this on a brand new instance.
Hello, thanks for your response. Yes, I am following the same blog post. [+] https://aws.amazon.com/blogs/contact-center/make-predictive-and-progressive-calls-using-amazon-connect-high-volume-outbound-communications/
In fact, I had aws support person with me on the call while I deployed it so Im sure there's nothing wrong with the integrations and setup. I was told there were some limits to concurrent calls which the aws internal team have increased the limit of, but still, I'm not able to get it to work
Hello,
I understand that you have set up connect instance for outbound contact center communication with outbound campaigns. And created a journey with a segment and sent it through the contact center but contacts are not receiving any calls after the journey is published.
I would request you to try the following documentation “Make Predictive and Progressive Calls Using Amazon Connect High-Volume Outbound Communications” to achieve configuring Amazon Connect and Amazon Pinpoint to perform high volume outbound communication. Using this new feature, you can set up the campaigns to perform predictive or progressive dialing in Amazon Connect and format the file to upload your contact list through Amazon Pinpoint segments, Create and schedule Journeys and send high volume outbound communications to your customers, View Amazon CloudWatch logs to understand the call progress analysis and the results, Use the Outbound API to make outbound calls with call progress analysis via the answer machine detection parameter.
Further, please check the connect and journey configuration for outbound calling along with the service quota, also please look into the below documentation to know more about the troubleshooting issues with outbound campaigns in Amazon Connect.
[+] https://repost.aws/knowledge-center/connect-troubleshoot-outbound-campaigns
Also, in order to further investigate this issue and find the root cause of the issue, we would request you to reach out to AWS Premium Support via a Support Case.
Hello, thanks for your responses. Yes I am following the same blog post. [+] https://aws.amazon.com/blogs/contact-center/make-predictive-and-progressive-calls-using-amazon-connect-high-volume-outbound-communications/
In fact, I had aws support person with me on the call while I deployed it so Im sure there's nothing wrong with the integrations and setup. I was told there were some limits to concurrent calls which the aws internal team have increased the limit of, but still, I'm not able to get it to work
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What do you see on the Pinpoint side? Is the campaign executing? - https://docs.aws.amazon.com/pinpoint/latest/developerguide/welcome.html#campaign-metrics