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In the AWS console look for Service Quotas, then Amazon Connect. You want to look at concurrent calls per instance. The default is 10, but I've seen where even though it says 10 that it's actually 2 and you need to put in a request to have 10 or some higher number be configured by AWS.
For me they increased the limit and yet I'm still getting busy on my configured number. My instance is in US-east-2 btw if that helps... Also this is not the first time I'm configuring numbers... It used to work perfectly for a few months and I decided to terminate all my old instances..recently when I created new instance I'm getting this problem!
You're going to have to break this down further. Does Connect own the number or are you forwarding the calls? Do you see anything in CW? Are you sure sure sure it's not a quota issue? I've seen an issue where even when the Connect instance says 10 calls that it fails after 2 calls.
david
Hello,
Thank you for response. We are using the number in Connect. We are not forwarding calls. I checked Cloudwatch but did not see any issues. Which metric should I check specifically?
Thanks
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First, I would ask AWS to validate that they did increase your quota. I've seen plenty of times where they say they did, but didn't. Next, is the failure consistently on multiple calls to the same number?
I keep creating and destroying instances...At one point I started getting message saying I could create new number only if I increase quota limit. so I raised a request and got the quota increased and now able to create new number. But now Calls are not reaching this number nor am I able to do outbound from this number. Calls just disconnect after a "busy tone"