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Question about Connecting a Dedicated SIP Trunk to Amazon Connect

0

Hello,

We are evaluating a setup for integrating our telephony infrastructure with Amazon Connect and would like to clarify a technical point regarding SIP connectivity.

Our telecom operator provides a dedicated SIP trunk, which is dynamically registrable, for connecting to external systems. In this setup, the SIP trunk manages the phone numbers and handles the inbound call routing.

We would like to understand if it is possible for Amazon Connect to receive calls directly from such a dynamically registrable SIP trunk, meaning that AWS would accept inbound SIP registrations from our operator’s SIP trunk, rather than requiring calls to pass through a separate PSTN or SBC gateway.

Specifically, we are trying to clarify:

Can Amazon Connect accept inbound calls from a dynamically registering SIP trunk provided by a telecom operator?

If yes, what are the prerequisites or configurations needed on the Amazon Connect side (e.g., dedicated connector, security, protocol, ports)?

Are there any limitations or known constraints when connecting a dynamically registering SIP trunk directly to Amazon Connect?

If direct registration is not supported, what is the recommended architecture (e.g., use of SBC / Voice Connector) to integrate such a SIP trunk while preserving the phone numbers and call context?

We want to ensure a smooth integration while keeping the existing phone numbers managed by our operator, and minimizing changes to our current telephony setup.

Thank you very much for your guidance and clarification.

Best regards,

Topics
Business ApplicationsNetworking & Content Delivery
Tags
Amazon ConnectNetworking & Content Delivery
Language
English

asked a year ago1K views

1 Answer
0

Amazon Connect can integrate with external voice systems, including SIP trunks, but it doesn't directly support inbound SIP registrations from dynamically registrable SIP trunks.

For integrating your telecom operator's SIP trunk with Amazon Connect, you have two main options:

  1. External Voice Transfer Connector: Amazon Connect provides external voice transfer connectors specifically designed to integrate with on-premise systems. This allows you to:
  • Connect Amazon Connect with your SIP infrastructure
  • Configure outbound routes between Amazon Connect and your enterprise voice system
  • Transfer calls between systems while preserving context
  1. Amazon Chime SDK Voice Connector: You can use Amazon Chime SDK Voice Connectors as an intermediary between your SIP trunk and Amazon Connect. This would allow you to:
  • Bridge calls between your SIP trunk and Amazon Connect
  • Maintain your existing phone numbers
  • Preserve call context through the connection

For either approach, you would need to:

  • Request a service quota increase for "External voice transfer connectors per account" if using the first option
  • Configure your SIP trunk to connect to the AWS endpoint rather than expecting AWS to register to your trunk
  • Set up proper routing flows in Amazon Connect to handle the incoming calls
  • Consider enabling encryption and logging for easier troubleshooting

If preserving your existing phone numbers is critical, you would typically configure your SIP trunk to forward calls to the AWS endpoint, rather than having AWS register to your trunk. This maintains your current number management while allowing integration with Amazon Connect's capabilities.

For the most direct integration with minimal changes to your telephony setup, working with an AWS Solutions Architect would be recommended to design the specific architecture that meets your requirements.
Sources
Create external voice transfer connectors for Amazon Connect - Amazon Connect
Configure a flow to route calls from Amazon Connect to your external enterprise voice system - Amazon Connect
CallAndBridge - Amazon Chime SDK

answered a year ago

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