Amazon Connect: Client Disconnected on all contact flows

Hello,

When you mentioned that adding logging for the contact flow but nothing is logged, makes me wonder if you are making changes to a flow that isn't active. If you placed a logging block in your contact flow and you made an outbound call, you should see the logs for that call. Have you updated the outbound flow to not use the default one? What kind of blocks do you have in your outbound flow? Have you tried using the default flow and see if that works?

This makes me believe there is some sort of misconfiguration with your flow that is causing this issue. Logging should help show which path the call took when it was disconnected. I would try to make sure you have the right outbound flow selected and that is has the logging block and work from there.

Let me know if we can be of any more help.

It sounds weird, but ask for a quota increase on simultaneous calls. If you do a transfer node from a flow, can you get to that phone number?

david

There are several potential reasons why your outbound calls from Amazon Connect are disconnecting immediately. Here are some troubleshooting steps to diagnose and resolve the issue:

1. Check your outbound calling settings:
   - Verify that "Outbound calling" is still enabled in your Telephony options
   - Confirm that outbound calling remains allowlisted for your country or the specific prefixes you're dialing

2. Verify your service quotas:
   - You may have reached your concurrent active call quota
   - Some users have reported that requesting an increase in phone number quota (to around 5) has helped resolve similar issues

3. Check your caller ID configuration:
   - Ensure you've properly configured the outbound caller ID number for your outbound queue
   - Make sure you're not using a toll-free number or premium rate number as your outbound caller ID

4. Validate your contact flow:
   - Even with a simple flow, ensure it's properly published and associated with your phone number
   - Check for any "Contact Flow" errors that might be occurring in your outbound whisper flow

5. Review your phone number status:
   - Verify in the Amazon Connect console that your phone number is still showing as "Active"
   - Ensure it's still properly associated with your instance

Since you mentioned that calls worked previously but are now failing with "Customer disconnect" as the reason, it's possible that there's an issue with the phone number itself or a change in your account's configuration. If these troubleshooting steps don't resolve the issue, you should contact AWS Support as they can help investigate account-specific issues that might be preventing proper call routing.
  

Sources
Amazon Connect - Acquired phone number not routing | AWS re:Post
Troubleshoot outbound call issues in Amazon Connect | AWS re:Post
Troubleshoot call disconnects by using DisconnectDetails in the contact record - Amazon Connect