Delay while connecting outbound campaign Calls with agent.

Hi Ramy,

thanks for showing the interest ! here are the details you requested

1- what is the amazon connect instance region? -- US-west-oregon 2- where does the agent located? US and Canada 3- where does customer located? Canada 4- which country you are using to dial the customer number- US

Hi Ramy, if possibly you can review and address , this will be very helpful thanks !

Hi,

From the answers you provided, its hard to say root cause for the 15/20 seconds delay since agents and customers are within the same region. The only thing i can think of is if the agents using VPN can be a reason.

Best Regards, Ramy Hussein

Hi Ramy, agents are not using any VPN , when ever we test any US phone num it works with super speed and connects the agents and customer in 3-4 secs Max. but when Canada num is dialed this seems problematic only and takes sometimes 20-30 Secs, sometimes , 40-50 Secs and sometimes 8-10 Secs. not sure how is this happening .

Hi Ramy, when customer say hello and answers the Call , there is a silence of 4-5 secs and then Call is getting connected with the agent , so how this works is --

Call placed by amazon pinpoint journey -->customer answers the Call and says Hello -->silence of 4-5 Secs-->welcome prompt-->call connected with agent.

This silence we want to remove and not sure how this is coming to customer.