Not able to make an outbound call to Malaysian Number on Amazon Connect Instance

I understand you're experiencing issues making outbound calls to Malaysian numbers from your Amazon Connect instance in the Tokyo region. Let's address this problem step by step.

First, it's important to note that even though you have claimed a Malaysian phone number and configured it as the Caller ID in your queue's outbound settings, there might be additional factors affecting your ability to make outbound calls.

The error message "We are sorry, the party you are calling has declined to receive your call" could be due to several reasons:

1. Outbound calling restrictions: While inbound and outbound calls are enabled for Malaysia on your instance, there might be specific restrictions for certain types of numbers (like toll-free numbers) or prefixes.

2. Caller ID issues: Some countries have strict regulations regarding caller identification. Make sure your Caller ID is properly set and complies with Malaysian telecom regulations.

3. Number type mismatch: The type of number you're using for outbound calls might not be appropriate for all types of Malaysian numbers. Check the Amazon Connect Telecoms Country Coverage Guide to ensure you're using the correct type of number for outbound calls to Malaysia.

4. Reputation issues: If there have been previous issues with calls from your number, it might be flagged by downstream providers.

To resolve this issue, consider the following steps:

1. Double-check your outbound caller configuration in the queue settings.
2. Ensure you're using the E.164 format for the Malaysian numbers you're dialing.
3. Verify that the number you're using for outbound calls is allowed for international calling to Malaysia.
4. If you're trying to call toll-free numbers, be aware that there might be restrictions on calling these from international numbers.
5. Review your calling patterns to ensure they don't trigger any spam flags.

If the issue persists after checking these points, it would be advisable to open a support ticket with AWS. Provide them with specific examples of the numbers you're trying to call, your outbound caller ID configuration, and any error messages you receive. They may be able to provide more targeted assistance or identify any account-specific issues.

Remember, telecom regulations can be complex and vary by country, so it's possible there are specific requirements for Malaysia that need to be addressed.
Sources
Troubleshoot outbound call issues in Amazon Connect | AWS re:Post
Enable outbound calls in your Amazon Connect instance - Amazon Connect
Outbound calling restrictions in Amazon Connect - Amazon Connect
Set up outbound caller ID in Amazon Connect - Amazon Connect

Hello,

If you are facing issues placing outbound calls, first thing to check is to make sure that country you are trying to outbound call is allow-listed in your instance. There a few restrictions with placing outbound calls be default[1].

If you are able to place outbound calls from numbers outside of Amazon Connect, I would suggest opening a case to AWS Support to dig into this further. They can also validate if Malaysia is enabled for outbound calling on your instance.

[1]https://docs.aws.amazon.com/connect/latest/adminguide/outbound-calling-restrictions.html