Voice ID for outbound agent call

Question

So, voice ID for an outbound agent call. I can't get this working and always get "Validation Exception. Call Is Not Connected." in CloudWatch. I have voice ID configured on the outbound whisper flow and I'm pulling my customer ID correctly. Maybe this just doesn't work unless a call is placed in queue?

Scenario would be someone talking to an agent via chat and they escalate to a voice call (agent calls the customer). Voice ID shows they're enrolled, but the authentication doesn't actually work. If I click the button to restart it, I get a different error: Voice ID authentication session is ongoing. Please try again in a few minutes.

However, it never authenticates or gives any indication that it's trying to authenticate.

Jacob · Accepted Answer

OK, I actually just figured it out. Apparently all I needed to do was get frustrated and post on the forums, then continue my research/testing.

Here's the fix. If you do it on an outbound whisper flow you must add a Play Prompt block before Set Voice ID block. Step 3: https://docs.aws.amazon.com/connect/latest/adminguide/enable-voiceid.html#enable-voiceid-step3

First bullet.

Voice ID for outbound agent call

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