Amazon Connect: Call forwarding to a mobile phone number

1

Project

I manage an operations team that provides an on-call duty service. I want to share a single phone number (the AWS one) with my customers. When a customer calls this number, Amazon Connect will route the call directly to the personal mobile phone of the on-call agent.

Question

How an can enable calls to mobile phone numbers?

Issue

I have asked AWS an italian phone number already enabled for outbound calls. However, when I try to call with the CCP my personal mobile phone number and the UI shows me this error:

Invalid number:We are unable to complete the call as dialed. Try again, or contact your administrator.

Enter image description here

I also tried with AWS CLI using the following command:

aws connect start-outbound-voice-contact --destination-phone-number +39{phonenumber} --instance-id {instance-id} --contact-flow-id {contanct-flow-id} --source-phone-number +39{phonenumber}

But also in this case I got this error:

An error occurred (DestinationNotAllowedException) when calling the StartOutboundVoiceContact operation: None

Additional information

  • I have telephony outbound calls enabled
  • The user used is the admin user and he has the right to do outbound calls
  • If I call the phone number of my office (which is a desk phone) the call occurs.

Contact Flow: Enter image description here

Transfer to phone number: Enter image description here

Thank you, Edoardo

2 Answers
0

To enable calls to mobile phone numbers in Amazon Connect for your on-call duty service, you need to ensure a few key configurations are in place:

  1. Outbound calling enabled: You've mentioned this is already done, which is good.

  2. Proper permissions: The admin user you're using should have the necessary permissions, which seems to be the case.

  3. Phone number format: Ensure you're using the full E.164 format for the mobile number (+39 for Italy, followed by the number).

  4. Service quota: Check if you have the necessary service quota for outbound calls to mobile numbers in Italy. You may need to request a service quota increase from AWS Support.

  5. Caller ID configuration: For outbound calls, especially outside the United States, it's recommended to use an Amazon Connect provided number as the Caller ID. In the Transfer to phone number block, choose "Caller ID number" and select an Amazon Connect number. This is important because local regulations may cause telephony providers to block or redirect non-Amazon Connect phone numbers.

  6. Country-specific regulations: In some countries, there are specific requirements for outbound calling. While Italy isn't specifically mentioned in the provided information, it's worth checking if there are any country-specific regulations that might be affecting your ability to call mobile numbers.

  7. Contact flow configuration: Ensure your contact flow is correctly set up to handle outbound calls. The Transfer to phone number block should be properly configured with the correct phone number format and Caller ID settings.

If you've verified all these points and are still encountering issues, it would be advisable to contact AWS Support for further assistance. They can help investigate any potential account-specific or region-specific issues that might be preventing outbound calls to mobile numbers in Italy.

Remember, the goal is to have Amazon Connect route calls from your AWS number directly to the personal mobile phone of the on-call agent. Once you've resolved the outbound calling issue, you can set up a contact flow that uses the Transfer to phone number block to forward incoming calls to the appropriate on-call agent's mobile number.
Sources
Flow block in Amazon Connect: Transfer to phone number - Amazon Connect
Scenario and deployment approaches in Amazon Connect - Amazon Connect
Forward calls in the Amazon Connect CCP to a mobile device (iPhone, Android) - Amazon Connect

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answered 2 months ago
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reviewed 2 months ago
0

Open a quota request and confirm let them know the exact number you're trying to call. Some times AWS has to allow additional in country permissions even though you can dial Italy, you might not be able to dial some Italy mobile phones.

david

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answered 2 months ago

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