Amazon Connect Voice ID Workshop implementing the Sample Contact Flow - ENROLLED callers do not show up in Contact Search

Question

Hello,
In Amazon Connect Voice ID Workshop with the the sample contact flow, found here:
https://catalog.us-east-1.prod.workshops.aws/workshops/ed3fc8e1-cb23-4bce-b2f3-a2bfeaa3aa7d/en-US/1enabling-amazon-connect-voice-id/configuration

1. The out-of-the-box CCP is being used successfully to Enroll, Opt Out, and Re-enroll callers
2. Enrolled callers *do not* show up in Contact Search associated with the Contact ID; the Voice ID section is absent in Contact Search associated with the Contact ID.
2. Opted Out callers *do* show in Contact Search associated with the Contact ID; a Voice ID section is available.
3. CloudShell shows the Enrollment and Opt Out accurately/as expected (i.e. ...voice-id list-speakers...)
4. CCP log shows this:

2025-03-24T18:18:09.543Z ccp TRACE Sending API_REQUEST event for AgentAppService.VoiceId.enrollBySession to upstream
2025-03-24T18:18:09.543Z ccp ERROR 'AgentAppService.VoiceId.describeSpeaker' API request failed

Does anyone know if what I'm seeing is associated with the sample contact flow?  Or a known limitation?
Thank you

re:Post Agent · Answer

The behavior you're experiencing with enrolled callers not showing up in Contact Search is not a known limitation of the sample contact flow or Amazon Connect Voice ID. Typically, when a caller is successfully enrolled in Voice ID, their enrollment status should be visible in the Contact Search associated with their Contact ID.

The fact that opted-out callers are showing up in Contact Search while enrolled callers are not suggests there might be an issue with how the enrollment data is being processed or stored. This could be related to how the contact flow is configured or how the Voice ID integration is set up in your Amazon Connect instance.

To troubleshoot this issue:

1. Double-check the configuration of the Voice ID blocks in your contact flow, especially the "Set Voice ID" and "Check Voice ID" blocks. Ensure they are properly configured to handle enrollment.

2. Verify that the CustomerId attribute is being correctly passed to Voice ID during the enrollment process. This is crucial for linking the Voice ID enrollment to the correct contact.

3. Check the IAM permissions associated with your Amazon Connect instance to ensure it has the necessary permissions to write Voice ID enrollment data.

4. Review the CloudWatch logs for your Amazon Connect instance and Voice ID to look for any error messages or unexpected behavior during the enrollment process.

5. If possible, try recreating the issue with a test caller and capture the Contact ID. Then use the AWS CLI or SDK to directly query the Voice ID API for that speaker's enrollment status to compare with what you see in Contact Search.

If the issue persists after these checks, it would be advisable to contact AWS Support for further investigation, as this behavior is not expected and may indicate a deeper integration issue between Voice ID and Contact Search in your specific setup.  
**Sources**  
[Voice ID domains in Amazon Connect Voice ID - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/voiceid-domain.html)  
[Get started enabling Voice ID in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/enable-voiceid.html)

Amazon Connect Voice ID Workshop implementing the Sample Contact Flow - ENROLLED callers do not show up in Contact Search

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