No further functionality after "eventType": "INITIATED" message while implementing Amazon Connect high-volume outbound communications

Question

I have just created Campaign in Connect with Contact flow, Then IAM policies, EventBridge and Pinpoint stuff with Creation of Segments & Journeys and in return i got the first event as "eventType": "INITIATED" with Type "VOICE".
But then it stuck and nothing happen, it should dial a number using outbound queue as mention in the [Documentation](https://aws.amazon.com/blogs/contact-center/make-predictive-and-progressive-calls-using-amazon-connect-high-volume-outbound-communications/#:~:text=Under%20%E2%80%9COutbound%20call%20configuration%E2%80%9D%2C%20choose%20any%20phone%20number%20for,button%20at%20the%20top%2Dright.) as below:

```
{
    "version": "0",
    "id": "35af9eb2-5dda-fafc-48ce-78f223478a85",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "XXX92XXX3XXX",
    "time": "2022-05-31T08:21:52Z",
    "region": "us-east-1",
    "resources": [
        "arn:aws:connect:us-east-1:XXX92XXX3XXX:instance/8XXXXXX9-1XXa-4XXf-bXXf-3XXXXXXXXX4",
        "arn:aws:connect:us-east-1:XXX92XXX3XXX:instance/8XXXXXX9-1XXa-4XXf-bXXf-3XXXXXXXXX4/contact/7b552ed3-b276-42ea-9837-31f8622f4fde"
    ],
    "detail": {
        "initiationTimestamp": "2022-05-31T08:21:52.769Z",
        "contactId": "7b552ed3-b276-42ea-9837-31f8622f4fde",
        "channel": "VOICE",
        "instanceArn": "arn:aws:connect:us-east-1:XXX92XXX3XXX:instance/8XXXXXX9-1XXa-4XXf-bXXf-3XXXXXXXXX4",
        "initiationMethod": "API",
        "eventType": "INITIATED",
        "campaign": {
            "campaignId": "8b00b16f-b083-4a00-ae86-58332f524b2b"
        }
    }
}
```

In the end after the time ends it closed the journey with message "Message Not Sent".
It should dial an outbound number at numbers added through segment and than return the events but somehow it doesn't working.

In CSV segment file what format we have to used for phone number? e.g. General! when we add E.164 phone in CSV file and saved it, it throw an alert `"some features in your workbook might be lost if you save it as csv UTF-8 (comma delimited)"`. May be its changing the format.

Answer

Hi Abdul.  When you triggered the call in the Journey, did you have an agent logged in and in Available status?  Also, be sure the agent you are using has the queue associated with the campaign in their routing profile.  I have had similar results when I logged in with the wrong test agent or if I was not in Available.

Answer

For First time while you are trying with HVOC Functionality. your call will not get triggered due to the limits associated to making HVOC with your Connect instance from Pinpoint is zero.  Raise the support ticket with AWS.
Below are the some information they will ask you for HVOC.
please can you kindly share with me the following information:
========
1.) How many calls do you perform on a daily basis
2.) What times of the day do you make your outbound calls
3.) What countries are you seeking to call
4.) Do you have your campaign list known ahead of the day or is it dynamic?
5.) Is the call backed by an agent or is it fully automated?.

No further functionality after "eventType": "INITIATED" message while implementing Amazon Connect high-volume outbound communications

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