Number activation in AWS connect service

Consideirng this before contacting AWS support:

1. Verify Phone Number Activation • Ensure that the phone number is properly claimed and activated in your Amazon Connect instance. You can follow the steps outlined in the Amazon Connect documentation for claiming and managing phone numbers. • If the number is not functioning, check if it meets the requirements for the region and type (e.g., toll-free or DID).
2. Outbound Call Configuration • AWS Support is correct that outbound calls to international numbers require those numbers to be added to the allow list. You can request this through a support case in the AWS Management Console. • Verify that the outbound caller ID is correctly configured. You can troubleshoot outbound caller ID issues using the guidance provided here.
3. Inbound Calling • If inbound calling is disabled, ensure that the phone number is associated with a contact flow in your Amazon Connect instance. This step is crucial for enabling inbound calls.
4. Regional Considerations • Since creating a new instance in a different region did not resolve the issue, confirm that the phone number is supported in the region where your instance is hosted. Some regions may have restrictions on certain types of numbers.

Amazon Connect phone numbers must be fully provisioned and activated in the region where your instance is deployed before they can handle traffic. If your Polish number rings with “out of service” tones, that usually means the number has not completed activation with the local carrier or is not yet associated with a contact flow capable of receiving inbound calls. In the Connect console, open Routing > Phone numbers, confirm the number’s status is Active, and verify it’s linked to a published inbound contact flow. —Taz