Amazon Connect - Acquired phone number not routing

There could be several reasons why your acquired phone number in Amazon Connect is not routing calls properly. Here are some steps to troubleshoot the issue:

1. Check the phone number status in the Amazon Connect console to ensure it's properly claimed and associated with your instance.

2. Verify that the contact flow (in this case, the sample flow) is correctly published and associated with the phone number.

3. Ensure that your Amazon Connect instance has outbound calling enabled in the telephony settings.

4. Check if there are any routing issues or number porting problems. Sometimes, there can be delays or issues in the number becoming fully operational after acquisition.

5. Verify that the number format is correct and in the proper E.164 format when used in your contact flow.

6. If you've recently ported this number to Amazon Connect, there might be a routing issue with the carrier. In such cases, you should update your support ticket with AWS, and they will troubleshoot with the carrier to verify the porting status and identify next steps.

7. Ensure that your Amazon Connect instance has the necessary service quotas and permissions for handling inbound calls.

If you've checked these points and are still experiencing issues, it's recommended to contact AWS Support. They can help investigate any account-specific or region-specific issues that might be preventing proper call routing to your Amazon Connect instance.
Sources
Not receiving calls on the phone number ported to Amazon Connect - Amazon Connect
Troubleshoot issues after porting phone numbers to Amazon Connect - Amazon Connect
Not able to make a call after clamming the phone number | AWS re:Post

The phone number is showing as "Active" and is set as a Voice Channel. In my instance, it's pointing to "Sample inbound flow (first contact experience)". The number wasn't ported. It was selected from a list of available numbers provided by AWS

I've seen that some times and checking your quotas and asking AWS to change your quota for phone numbers to something like 5 seems to help. It is kind of random though, almost like getting a dud number.

david