Amazon connect giving error when making call to external phone number

Question

Hi everyone,

We're running an Amazon Connect instance in the UK region, and while inbound calls and outbound calls to other Amazon‑provisioned contact center numbers work fine, we’re encountering an issue when making outbound calls to external UK phone numbers (e.g., customer mobile or landline numbers).

Symptoms:

Agents use the CCP to place calls.
    Calls to external UK numbers (even in correct format) fail immediately.

**    Error shown in CCP:**

Invalid number
    We are unable to complete the call as dialed. Try again, or contact your administrator.

Since call made to other Amazon‑provisioned contact center numbers work fine we would like to know any kind of whitelisting needed for external numbers from aws side..?

Thanks and regards 
SWAROOP B B

re:Post Agent · Answer

Based on your description, there are several potential reasons why your Amazon Connect instance is unable to make outbound calls to external UK phone numbers while still working for Amazon-provisioned numbers.

Here are the most likely causes and solutions:

1. Outbound Calling Configuration: Verify that you have enabled "Outbound calling" in your Amazon Connect telephony settings. This is a prerequisite for making any external calls.

2. Country/Prefix Allowlisting: Even though you have outbound calling enabled, specific countries or prefixes might not be allowlisted for your instance. You may need to request specific permissions for UK mobile or landline numbers.

3. Agent Permissions: Ensure that the agents attempting to make calls have the "CCP: Outbound" permission in their security profile. Without this permission, agents cannot make outbound calls.

4. Outbound Caller ID: Check if you've configured an outbound caller ID number for the queue the agent is using. Without this, outbound calls may fail.

5. Service Quota Limitations: You might have reached your concurrent active call quota, which would prevent additional outbound calls.

6. Number Format: Ensure you're using the full E.164 format for the UK numbers (+44 followed by the number without the leading 0).

7. Quota Request: For specific country mobile numbers, sometimes AWS needs to explicitly allow additional in-country permissions. Even though you can dial to the UK in general, you might not have permissions for specific UK mobile or landline numbers.

The recommended action is to open a quota request with AWS Support, specifying the exact numbers you're trying to call. Explain that you can make calls to Amazon-provisioned numbers but not to external UK numbers. They can help investigate any account-specific or region-specific issues and enable the necessary permissions for your Connect instance.  
**Sources**  
[Troubleshoot outbound call issues in Amazon Connect | AWS re:Post](https://repost.aws/knowledge-center/connect-troubleshoot-outbound-calls)  
[Amazon Connect: Call forwarding to a mobile phone number | AWS re:Post](https://repost.aws/questions/QUzrRA07x1QhyUD3cKgPnrZA/amazon-connect-call-forwarding-to-a-mobile-phone-number)

Clarence Choi · Answer

A UK number might look like this:
020 7nnn nnnn, in E 164 it is +44207nnnnnnn without the leading zero

Also base on the default blocking list here, https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html 
+447 by default is blocked, please open a service quota ticket to allow it.

Amazon connect giving error when making call to external phone number

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