Quota Exceeded when making an outbound call from AWS Connect
Hello, Some agents get QuotaExceededException as below when they try to make outbound call from CCP. I checked documentation, but could not find any quota regarding outbound calls.
Did anyone else get this before?
"type":"QuotaExceededException","message":"Cannot dial third party destination: The agent is at maximum capacity."
Hi there! A common cause for this issue is the assigned routing profile for the affected users not having the voice channel enabled. The quota referenced by the error is not an instance-level service limit, but rather a concurrency quota for the agent.
See this page in documentation for more details: https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html#routing-profile-concurrency
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