Toll-free number in Amazon Connect rejecting simultaneous inbound calls

This issue could be related to your Amazon Connect service quota for concurrent active calls. By default, Amazon Connect instances have a quota of 10 concurrent active calls per instance, but there have been cases where despite this quota, users were unable to get more than 2 calls in simultaneously.

Several troubleshooting steps you can take:

1. Check your current service quota for concurrent calls in your Amazon Connect instance. The default is 10 concurrent calls.

2. Submit a quota increase request for concurrent calls, even if you believe your current quota should be sufficient. This proactive approach can help AWS confirm that your settings are properly configured.

3. Verify that your phone number is properly claimed and shows as "Active" in the Amazon Connect console.

4. Ensure your contact flow is correctly published and associated with the phone number.

5. Check if there are any routing issues with the carrier. Sometimes there can be carrier-specific issues that affect how calls are handled.

If you've verified these settings and are still experiencing issues, it's recommended to open a support ticket with AWS. They can work with their carrier partners to investigate and resolve any provisioning or routing issues that might be preventing multiple concurrent calls to your toll-free number.
Sources
Amazon Connect Service quota | AWS re:Post
Amazon Connect - Acquired phone number not routing | AWS re:Post
Claimed Amazon Connect toll-free and DID numbers not receiving calls – both go dead | AWS re:Post

Hello,

Amazon Connect toll-free number does allow multiple concurrent sessions.

If you are facing issue with Inbound call drops, the most common reason would be:

• Your Amazon Connect Concurrent active calls per instance quota is being breached - https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html
• You might have set a limit for maximum contacts in queue- https://docs.aws.amazon.com/connect/latest/adminguide/set-maximum-queue-limit.html

It would be a good idea to check if Contact flow logs are getting generated for your calls.

If there are no contact flow log getting generated and there are no contactIDs, then the issue might be at carriers. You can open a support case with below details for troubleshooting:

• ContactID if available
• Source Number
• Destination Number(Amazon Connect number)
• Timestamp

Note: Toll Free Numbers are designed to be national products. If dialed internationally it can be restricted as per the country regulation.