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Solution to retain phone number when use Amazon Connect

0

Hi all, I’m currently managing a project where the customer is planning to implement a customer service contact center using Amazon Connect. A critical requirement for the customer is to retain their existing phone numbers, which are currently registered with the local telecom provider. These numbers are tied to contractual and legal obligations, making them non-negotiable for replacement. After evaluating various options, I discovered that Amazon Connect does not support number portability for Vietnamese numbers. As a workaround, I proposed configuring call forwarding from the existing telco numbers to DID numbers provisioned in Amazon Connect. This solution would allow the customer to keep their current numbers while ensuring that incoming calls display the original caller ID to the agents — not the forwarded telco number. The customer accepted this approach and agreed to move forward with a proof of concept. To assess the feasibility of this setup, I consulted with telephony experts and confirmed that forwarding calls from one number to another is technically viable. However, the telco recently responded that they only support call forwarding for toll-free numbers and not for fixed-line numbers that customer using — which presents a significant limitation for our proposed solution. Therefore, I’d like to ask if there is any solution that would allow the customer to use Amazon Connect while retaining their existing phone numbers. I would greatly appreciate any guidance or support you can provide on this matter.

Thanks

  • Clarence Choi
    a year ago

    What region is this in for your Vietnamese DID numbers? I would open an AWS support ticket and ask if they can help. For call forwarding, it might be possible to port your number to another local carriers that support call forwarding, then you can keep your number there and forward it to Connect via DID.

  • Sam
    a year ago

    Hi Clarence, for the "region", do you mean AWS Region to run Amazon Connect instance? If yes, the region is Singapore. The current carrier told me that they do not support configure call forwarding from their fix phone number to another phone number although other telcos support this.

Topics
Business Applications
Tags
Amazon Connect
Language
English

asked a year ago282 views

2 Answers
0

There are a couple of approaches you can consider for retaining existing phone numbers when migrating to Amazon Connect:

  1. NGN Backend Repointing: This involves having your telecom carrier repoint the frontend number to an inbound number (DDI) hosted on Amazon Connect. This approach doesn't require any public-facing number changes and is typically managed through a service request to the carrier provider. The repointing can be scheduled for a specific date and time.

  2. Number Forwarding: While you mentioned the telco only supports call forwarding for toll-free numbers, this is still an option to consider if you can work with the provider to enable it for your fixed-line numbers. This would direct traffic from the old platform to Amazon Connect without changing the public-facing number. However, this solution increases call charges (you pay for inbound traffic on the original number, outbound forwarding, and inbound traffic on the new Amazon Connect number) and consumes additional infrastructure capacity.

  3. Keep Your Provider with Call Forwarding: Another option is to maintain your relationship with your current provider and set up call forwarding to an AWS-owned number. This allows you to easily re-route calls if needed while keeping your existing numbers.

If number portability is not available for Vietnamese numbers in Amazon Connect, and the telco won't support call forwarding for fixed-line numbers, you might need to engage with AWS Support directly to discuss potential custom solutions or work with your telecom provider to explore alternative technical arrangements that could satisfy your requirements.

Remember that when using call forwarding solutions, you'll want to ensure that the original caller ID is preserved when calls reach your agents in Amazon Connect. This can be configured using Amazon Connect's caller ID features.
Sources
How to bring our own carrier (BYOC) to amazon connect. | AWS re:Post
Technical considerations - AWS Prescriptive Guidance

answered a year ago

-2

Amazon Connect supports bring-your-own-carrier (BYOC) through SIP integration, which is designed for scenarios where number portability isn't available.

Configure Amazon Connect's native BYOC feature through SIP trunk integration. Your Vietnamese telco performs backend repointing of your existing numbers to route directly to Amazon Connect via SIP trunk. How it works:

  • Your existing phone numbers remain with Vietnamese telco (no ownership change)
  • Telco repoints number routing to Amazon Connect SIP endpoints
  • Calls flow: Customer → Vietnamese Number → SIP Trunk → Amazon Connect
  • Original caller ID preserved through SIP headers
  • No public-facing number changes required

answered a year ago

  • Clarence Choi
    a year ago

    Amazon Connect does not support BYOC with SIP integration.

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