calls not connecting in sandbox when dialed from outside US using skype

Question

We have implemented amazon connect and salesforce service cloud implementation. In the lower environment we have the setup and for any user from US call are going perfectly fine. But teams outside US are not able connect calls using skype. All settings and permissions are same for both users in and outside US. Is there some setting which is causing this as teams outside US are not able to test IVR etc.

re:Post Agent · Answer

This issue could be related to country restrictions for outbound calling in Amazon Connect. By default, Amazon Connect instances have specific countries allowlisted for outbound calling, and these restrictions can affect calls to and from certain regions.

Here are some potential causes and solutions for your issue:

1. Country allowlisting: Amazon Connect has default country allowlists for outbound calling. If the countries your non-US teams are calling from are not on this allowlist, the calls won't connect.

2. Check telephony settings: Ensure that "Outbound calling" is enabled in your Amazon Connect instance's telephony settings.

3. Security profile permissions: Verify that all agents have the "CCP: Outbound" permission in their security profiles, regardless of their location.

4. Outbound caller ID configuration: Check that you've properly configured the outbound caller ID number for your outbound queue.

5. Regional restrictions: Some countries may have telecom restrictions that prevent calls from being connected.

To resolve this issue, you may need to:
- Submit a service quota increase request to AWS Support to specifically allowlist the countries your non-US teams are calling from
- Choose "Account and billing" > "Connect (Number Management)" > "Country Allowlisting for Outbound Calls" when submitting the request
- Clearly specify which countries you need to allow for outbound calling

This should enable your teams outside the US to properly test the IVR using Skype.  
**Sources**  
[Troubleshoot outbound call issues in Amazon Connect | AWS re:Post](https://repost.aws/knowledge-center/connect-troubleshoot-outbound-calls)  
[Calling not getting connected on Specific regions | AWS re:Post](https://repost.aws/questions/QUH4ScmBkpSGyyjEKPI3l1JQ/calling-not-getting-connected-on-specific-regions)  
[Restrict Outbound Calling | AWS re:Post](https://repost.aws/questions/QUiDhVMrwDSAegvoxmCVMDmA/restrict-outbound-calling)  
[Contact Control Panel (CCP) Issues - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html)

Clarence Choi · Answer

How are you using Skype in US and outside of US. If you are using a DID assigned to each Skype user and enabling Deskphone Mode to dial them when a call comes in. The people that are outside of US, what country of phone number are they using for Deskphone Mode? It could be those countries has not been enabled for outbound calls in Connect yet, which you have to open a support ticket to allow them. You can do a quick check if those agents can make a manual outbound call from their setup.

https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html

calls not connecting in sandbox when dialed from outside US using skype

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