General

Q: Does Amazon Chime Voice Connector provide SIP trunking?

Amazon Chime Voice Connector delivers a pay-as-you-go SIP trunking service that enables companies to make and/or receive secure and inexpensive phone calls with their phone systems. Amazon Chime Voice Connector provides a low-cost alternative to service provider SIP trunks or Integrated Services Digital Network (ISDN) Primary Rate Interfaces (PRIs). Customers have the option to enable inbound calling, outbound calling, or both. Amazon Chime Voice Connector leverages the AWS network to deliver a highly available calling experience across multiple AWS Regions. The service supports United States phone numbers (including toll free) with low-cost calling to over 115 countries. Customers pay a monthly charge for phone numbers and by the minute for calls. There are no upfront fees, no concurrent call path charges, no commitments, and no contracts required. Amazon Chime Voice Connector uses your company’s internet connection or Amazon Direct Connect without requiring dedicated fixed-bandwidth data circuits.

Q: Which countries can I make calls to when using Amazon Chime Voice Connector?

You can make calls from your phone system to over 115 countries using Amazon Chime Voice Connector. Please see our pricing page for the most up to date list of countries.

Q: Which countries does Amazon Chime Voice Connector have telephone numbers for?

For incoming calls to your phone systems, we currently support United States (US) phone numbers. We will support additional countries in the future.

Q: Does Amazon Chime Voice Connector support toll free numbers to receive incoming calls on my phone system?

Yes. Amazon Chime Voice Connector supports US toll free numbers.

Q: Do I have to have Amazon Chime Basic or Pro to use Amazon Chime Voice Connector?

No. Amazon Chime Voice Connector does not require you to use the Amazon Chime Basic or Pro service.

Q. Does Amazon Chime Voice Connector support the T.38 fax standard?

Yes. Amazon Chime Voice Connector supports T.38 versions 0, 1, 2, and 3. With a T.38 version 3 fax terminal, you can send high-speed faxes at up to three seconds per page when using the Super G3 standard. You can use standard fax machines and fax servers connected to your phone system, or directly connect an Amazon Chime Voice Connector to a SIP-based fax server.

Q. How does Amazon Chime Voice Connector simplify my Public Switched Telephone Network (PSTN) calling?

With Amazon Chime Voice Connector, you can shift from managing multiple telco providers in a complex and manual fashion to managing a global calling network from one cloud-based control center. A telecom administrator uses the AWS Management Console to create the Amazon Chime Voice Connector and your organization can begin sending and/or receiving voice calls in minutes. The service can scale to handle your busiest traffic spikes, even when unanticipated. You no longer have to purchase bursting capacity or over-provision concurrent call paths.

Getting Started

Q: How do I start using Amazon Chime Voice Connector?

First, your administrator creates a new Amazon Chime Voice Connector in the Calling tab of the Amazon Chime Console. Then in the Amazon Chime Voice Connector’s details view they configure the termination and origination SIP parameters. Your administrator can also create an Amazon Chime Voice Connector Group to support routing and fail-over across AWS regions. For inbound calling you can purchase new Direct-inward-dial (DID) telephone numbers or port numbers from an existing carrier. Phone numbers are provisioned in the Phone Number Management tab of the Amazon Chime Console. Visit our Amazon Chime Voice Connector documentation for more information.

Administration

Q: When I enable Amazon Chime Voice Connector, are all features enabled?

No. You have the flexibility to choose which features meet your business needs. You can choose from either inbound calling only, outbound only, or both. You need to purchase phone numbers to receive calls from Amazon Chime Voice Connector to your phone system.

Q: Can I keep my existing DID and toll-free phone numbers?

Yes. You can port most DID and toll-free numbers to Amazon Chime Voice Connector. Please contact your Chime Sales or Support person for more information.

Q. Does Amazon Chime Voice Connector support Caller ID Name (CNAM)?

Yes. You can establish and update calling names for each phone number purchased (including those ported-in) to present a caller’s preferred name to the called party. Learn more about Caller ID Name here.

Q: Does Amazon Chime Voice Connector provide Call Detail Records (CDRs)?

Yes. Administrators can choose to store their Call Detail Records in a Simple Storage Service (S3) bucket for call and usage analysis. You can also import the records from S3 into Telecom Expense Management solutions or use services such as Amazon Athena to run queries for further analysis.

Q: How do I set up and access Call Detail Records for Amazon Chime Voice Connector?

Before you can receive CDRs you must first set up an S3 bucket. Once configured you can retrieve your CDRs through your configured S3 bucket. Learn more about how to configure your S3 bucket and enabling your Call Detail Records here.

Q. Can I use Amazon Chime Voice Connector real-time audio streaming to Amazon Kinesis Video Streams for phone call recording, storage, and transcription?

Yes. However, please remember to always consult with your compliance or legal resource to understand any applicable laws or regulations in your state or country, including those regarding the recording of telephone calls and other electronic communications.

Q. How can I build transcription and call analytics solutions?

You can stream audio from SIP trunking telephone calls or forwarded SIP-based media recording (SIPREC) feeds to Amazon Kinesis Video Streams to gain insights from business calls in real-time. You can quickly build applications for audio analytics through integration with Amazon Transcribe and other common Machine Learning libraries. Find an example transcription solution here.

Q. Can I stream audio from calls that are not using Amazon Chime Voice Connector for SIP trunking?

Yes. You can use Amazon Chime Voice Connector to stream SIP-based Media Recording (SIPREC) audio to Amazon Kinesis Video Streams without sending the calls to Amazon Chime Voice Connector for SIP trunking.

Q. How do I stream audio from SIPREC-compatible voice infrastructure?

Streaming SIPREC audio requires a SIPREC-compatible device such as an IP Private Branch Exchange (PBX), Session Border Controller (SBC), or other voice infrastructure that can send signaling and media to AWS public IP addresses. Configure your infrastructure to send SIPREC audio to the Outbound host name of your Amazon Chime Voice Connector. Learn more about using the Amazon Chime Voice Connector SIPREC streaming feature here.

Q. Can I use Amazon Chime Voice Connector for dial-in calling to applications that I build using the Amazon Chime Software Development Kit (SDK)?

Yes. You can use Amazon Chime Voice Connector for toll and toll-free dial-in to audio conferences, video conferences, and collaboration sessions in applications that you build with the Amazon Chime SDK. Learn more about using Amazon Chime Voice Connector with the Amazon Chime SDK here.

Q. Can I use Amazon CloudWatch with Amazon Chime Voice Connector?

Yes. You can use CloudWatch’s familiar operational health dashboards for voice calling that includes call completion rates and voice quality metrics. This enables you to quickly pinpoint problems with your PBX, your session border controller (SBC), your AWS Direct Connect link, the AWS network, or the PSTN. Learn more about using CloudWatch for a unified operational health view of Amazon Chime Voice Connector calls here.

Q. Can I deploy Amazon Chime Voice Connectors in multiple AWS regions?

Yes. Amazon Chime Voice Connector delivers customers a fault tolerant and highly available SIP trunking service using three availability zones (AZs) in the US-East (N. Virginia) region and 3 AZs in the US-West (Oregon) region. There is no charge for grouping Amazon Chime Voice Connectors across two regions, charges incur for the actual call minutes in each region. Learn more about how to configure Amazon Chime Voice Connector Groups across multiple regions here.

Q. Does Amazon Chime Voice Connector support E-9-1-1 emergency calling?

No. You must purchase emergency services separately from a third-party provider like Intrado.

Pricing and Billing

Q: How much does it cost to make and receive calls using Amazon Chime Voice Connector?

Per-minute rates to make calls to 115 countries and receive calls in the United States are published on our pricing page.

Q: Are the inbound calling, outbound calling, and phone number prices the same for Amazon Chime Voice Connectors in the US-East (N. Virginia) and US-West (Oregon) regions?

Yes. Pricing is the same across both regions, however taxes vary by AWS region for US customers. Please see our pricing page for the most up to date information.

Q: Are there any fixed costs for Amazon Chime Voice Connector?

No. There are no upfront fees, commitments, or contracts. Amazon Chime Voice Connector is pay-as-you-go for calling minutes with a monthly charge for phone numbers. Additional pay-per-use charges apply for optional services such as audio capture to Kinesis Video Streams. Please see our pricing page for the most up to date information.

Q: Will charges incur for phone numbers or DIDs for Amazon Chime Voice Connector if I have not assigned them to a user?

Yes. Charges incur for phone numbers or DIDs from the time you order them until the time you delete them from an account.

Q. When I use Amazon Chime Voice Connector to call into Chime meetings or other Amazon Chime Voice Connector numbers do I pay the per-minute usage fees for these calls?

When you use Amazon Chime Voice Connector to dial into Amazon Chime meetings or call Amazon Chime Voice Connector numbers, these calls do not incur per-minute charges. Please see our pricing page.

Q: Will charges incur separately for Amazon S3 usage associated with Call Detail Record storage?

Yes. S3 usage charges apply when using S3 for storing Amazon Chime Voice Connector Call Detail Records.

Q: Do usage charges incur when using Amazon Chime Voice Connector to stream audio to Amazon Kinesis Video Streams?

Yes. There is a separate pay-by-the-minute charge when using Amazon Chime Voice Connector to stream SIP trunking calls or SIPREC audio to Amazon Kinesis Video Streams. This is in addition to Kinesis usage fees. Please see our pricing page for the most up to date information.

Proxy Phone Sessions

Q: What are Amazon Chime proxy phone sessions?

Amazon Chime proxy phone sessions let you provide two users with a shared phone number to communicate via voice or text for up to 12 hours without revealing personal phone numbers. When users call or message the provided phone number, they are connected to the other party and their private phone numbers are replaced with the shared number in Caller ID. Personal phone numbers are not displayed, a method often called number masking. Numbers are provided based on criteria the developer chooses, including geolocation and whether they want a phone number that has never been used for the same users before, or one that has. Proxy phone sessions help protect user privacy and keep transactions on your service. Numbers are available on-demand, so developers don't have to calculate how many numbers they will need for different locations, or pay for extra numbers they do not use.

Q: What are the use cases for Amazon Chime proxy phone sessions?

Proxy phone sessions are commonly used in the on-demand economy. For example, a developer for a food delivery service can provide delivery drivers an option to call or message customers through a proxy phone number provided by Amazon Chime to get information like a gate code. This same number can be used by the customer, so the private phone numbers of the driver and the customer are protected.

Other use cases include telemedicine, dating services, and outbound call centers.

Q: Can I use the same Amazon Chime Voice Connector for SIP trunking as I do for Amazon Chime proxy phone sessions?

No, you need to create a new Amazon Chime Voice Connector to enable proxy phone sessions. 

Q: Which countries does Amazon Chime proxy phone sessions have phone numbers for?

Amazon Chime proxy phone sessions currently support US phone numbers.

Q: Which countries can I make calls to when using Amazon Chime proxy phone sessions?

You can make calls from Amazon Chime proxy phone sessions to over 115 countries, allowing you to include users who may be travelling in the United States with an international phone number to be included in sessions. Please see our pricing page for the most up to date list of countries.

Q: How do I start using Amazon Chime proxy phone sessions?

To get started with proxy phone sessions, use the Amazon Chime API to create a new Amazon Chime Voice Connector, then enable the feature on the Amazon Chime Voice Connector. Once enabled, you can use the Amazon Chime API create sessions. Calls to the proxy phone number are typically made from a mobile application that can delegate calling or sending of SMS to the phone's native dialer. You can also call or message the proxy number directly from one of the two phone numbers assigned to the session. Read our documentation for details.

Q: How long are Amazon Chime proxy phone sessions?

Proxy phone sessions default to 4 hours, but you can extend them up to 12 hours, or to make them shorter. If you require longer sessions, please contact us.

Q: Do Amazon Chime proxy phone sessions support SMS?

Yes, proxy phone sessions support the sending and receiving of SMS messages.

Q: How much does it cost to use Amazon Chime proxy phone sessions?

When you use Amazon Chime Proxy phone sessions, you are charged $0.03 for every session you create. In addition, you will be billed for incoming and outgoing minutes for any phone calls made between the phone numbers included in the session, as well as any outgoing messages sent.

Q: Are there any fixed costs associated with Amazon Chime proxy phone sessions?

No, there are no fixed costs associated with Amazon Chime proxy phone numbers. With Amazon Chime proxy phone numbers, we manage everything for you, including phone numbers, so there is no need to buy phone numbers to manage in a pool.

Q: Do Amazon Chime proxy phone sessions provide Call Detail Records (CDRs)?

Yes. Administrators can choose to store their Call Detail Records in an Amazon Simple Storage Service (S3) bucket for call and usage analysis. You can also import the records from Amazon S3 into Telecom Expense Management solutions or use services such as Amazon Athena to run queries for further analysis.

Q: Can I use Amazon Chime Voice Connector real-time audio streaming to Amazon Kinesis Video Streams with proxy phone sessions?

Yes, you can use real-time audio streaming to Amazon Kinesis Video Streams with proxy phone sessions to record calls. These recordings are frequently used for compliance, customer service, or quality reasons.

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