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Issue with Amazon Connect & ServiceNow Integration – Able to call US numbers but unable to call Australian numbers

0

We have integrated Amazon Connect with ServiceNow following the official documentation: ServiceNow-Amazon Connect Integration - https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/cloud-call-center/task/integrate-ccc-amazonconnect.html

Currently, we are only able to make calls to the (check the subject as it was not allowing to use region name) region, even though our Amazon Connect instance is registered in Australia.

When attempting to call an Australian number from ServiceNow, the call fails, and we receive the message: "Customer ended the call."

We need to understand what might be causing this issue and how to resolve it. Any insights or troubleshooting steps would be appreciated.

Thanks very much, Much love..

Topics
Application IntegrationBusiness ApplicationsMachine Learning & AI
Tags
Amazon ConnectApplication IntegrationAmazon Connect In-app, Web, and Video Calling
Language
English
asked a year ago343 views
2 Answers
2

Please try to make a call using out of the box CCP in Connect and see if it works. If it does not, then please open a ticket as the system is not allowing certain country/area code by default depends on the region of your Connect instance, https://docs.aws.amazon.com/connect/latest/adminguide/country-code-allow-list.html

If it does work in CCP by itself and just does not work in ServiceNow. Try manually typing the number in and dial instead of click to dial. If it fails only on click to dial, most likely you need proper E.164 format in the phone number field with Australia country code that you are trying to dial. If not allowed, open a support ticket to get it resolve.

AWS
answered a year ago
  • rePost-User-1538524
    a year ago

    Hello Mate,

    I see that I could able to make calls to US and New Zealand location and not Australia. I don't think it's an issue with outbound caller ID, if I'm not wrong. And also as you suggested I've tried calling from CCP amazon as well. It says "Softphone call failed Failed to establish softphone connection. Try again or contact your administrator." ONLY FOR AUSTRALIAN NUMBERS.

    Please help me out. :)

  • Clarence Choi
    a year ago

    What region is your Connect instance created in? Since it is failing at native CCP, please open an AWS support ticket.

2

The issue you're experiencing with being unable to call Australian numbers from your Amazon Connect integration with ServiceNow, despite your instance being registered in Australia, could be due to a few factors:

  1. Outbound calling configuration: Ensure that outbound calling is properly enabled in your Amazon Connect instance's Telephony settings. By default, Amazon Connect allows calling to certain countries based on the region of your instance.

  2. Country allowlisting: Even though your instance is in Australia, it's possible that outbound calling to Australian numbers hasn't been explicitly allowed. You may need to submit a service quota increase request to AWS Support to allow calling to Australian numbers.

  3. Queue configuration: Check that your outbound queue is correctly configured with a valid outbound caller ID number. This should be a number that's allowed to make calls to Australian numbers.

  4. Permissions: Verify that the agents or the integration has the necessary permissions, particularly the "CCP: Outbound" permission in their security profile.

  5. Regional support: Confirm that the call flow feature is fully supported in your region for Australian numbers.

To troubleshoot and resolve this issue:

  1. Double-check your Amazon Connect instance's Telephony settings to ensure outbound calling is enabled.

  2. Submit a service quota increase request to AWS Support. Choose "Connect (Number Management)" as the service and "Country Allowlisting for Outbound Calls" as the category. Clearly state that you want to allow outbound calls to Australian numbers.

  3. Review your outbound queue settings and ensure a valid Australian number is set as the outbound caller ID.

  4. Verify the permissions in the security profile used for the integration.

  5. Test making calls to Australian numbers directly from the Amazon Connect Contact Control Panel (CCP) to isolate whether the issue is with the ServiceNow integration or with Amazon Connect itself.

If the issue persists after trying these steps, it would be advisable to open a support case with AWS, providing detailed information such as the source and destination phone numbers, contact IDs, timestamps, and any error messages you're receiving. This will help them investigate the issue more thoroughly.

Remember that regulations and support for certain call features can vary by region, so it's important to ensure that your setup complies with local requirements and Amazon Connect's capabilities in your specific region.
Sources
Restrict Outbound Calling | AWS re:Post
Countries that call centers using Amazon Connect can call by default - Amazon Connect
Troubleshoot outbound call issues in Amazon Connect | AWS re:Post

answered a year ago
  • rePost-User-1538524
    a year ago

    Hello Mate,

    Thanks for your prompt response. I see that I could able to make calls to US and New Zealand location and not Australia. I don't think it's an issue with outbound caller ID, if I'm not wrong and one more thing what I've found is I was able to make calls in the morning but now I hear the ring alone and the end user is not audible. Is it something related to subscription??

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