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PSTN carriers negotiate codecs among their own PSTN network which is outside of AWS control, Amazon Connect initiate the with the carriers that AWS uses and what happens afterwards is between the carrier that it started with to the next hop and so forth.
from https://aws.amazon.com/connect/features/#topic-0 "Amazon Connect manages a network of telephony providers worldwide, eliminating the need for you to manage multiple vendors, negotiate complex multi-year contracts, or commit to peak call volumes. The telephony service includes direct inward dial (DID) and toll-free phone numbers across 158 countries, national outbound numbers in 72 countries, and global international dialing capabilities from any supported AWS commercial region. Customers benefit from the reliability, quality, and cost-effectiveness enabled by the AWS global network and Amazon Connect’s direct connections to the 40+ tier-1 carriers closest to their end customers."
answered a year ago
When you deploy an Amazon Connect instance, it doesn't automatically allow calls to and from any country in the world. There are specific limitations on which countries can be called based on your instance's AWS Region.
For outbound calling:
- By default, Amazon Connect instances can call only a limited set of countries including the United Kingdom, Italy, France, Ireland, and the United States.
- The countries your instance can call depend on the AWS Region where your instance is created. For example, instances in US East or US West can call numbers in the US, Mexico, and Brazil, while instances in Europe can call numbers in various European countries.
- To call additional countries beyond the default list, you need to submit a service quota increase request to AWS Support.
Regarding transcoding between different telephony codecs:
- Amazon Connect handles all the necessary transcoding between different telephony networks automatically. You don't need to worry about codec compatibility issues between countries.
- The transcoding process is fully managed by Amazon and is not something that developers need to configure manually.
- There is no risk of communication failure due to transcoding issues between different country telephony systems.
However, you might encounter other issues with international calls that aren't related to transcoding. For example, when making international calls, caller ID information might be masked or changed by telecommunications providers. This is a common issue when calling from one country to another, as seen in cases where callers from Brazil to other countries may not have their actual phone number displayed in Amazon Connect.
Sources
Amazon Connect Customer Phone Number showing wrong number | AWS re:Post
Availability of Amazon Connect features by Region - Amazon Connect
Countries that call centers using Amazon Connect can call by default - Amazon Connect
Restrict Outbound Calling | AWS re:Post
answered a year ago
