Quota Exceeded when making an outbound call from AWS Connect

Your agent potentially can take or make a call, depending on if you enable multi party, you can either have 3 party total or 6 party. And if you try to use make another outbound call, you will get this error as the limit at the agent level is reached. https://docs.aws.amazon.com/connect/latest/adminguide/multi-party-calls.html

This happens if you use a custom CCP and try to click to call using agent.connect() when you are already on a call, you need to use contact.addConnection instead.

Hi there! A common cause for this issue is the assigned routing profile for the affected users not having the voice channel enabled. The quota referenced by the error is not an instance-level service limit, but rather a concurrency quota for the agent.

See this page in documentation for more details: https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html#routing-profile-concurrency