How do I troubleshoot call failures from an Amazon Connect instance?

Last updated: 2022-03-28

My Amazon Connect instance is producing inbound and outbound Call failure errors. How do I fix the errors?

Resolution

To troubleshoot inbound Call failure errors from an Amazon Connect instance

1.    Confirm that the number on the instance is attached to a contact flow by doing the following:
In the Amazon Connect console, choose Routing.
Choose Phone Numbers.
Make sure that the number generating the error is assigned to a published contact flow.

2.    Confirm that the Allow incoming calls check box is selected in your instance's Telephony Options page settings. Fore instructions, see step 4 in Step 2: Create an instance in the Amazon Connect Administrator Guide.

3.    Confirm that the instance isn't over its concurrent call quota by doing the following:
In the Amazon CloudWatch console, choose Metrics from the left sidebar.
From list of services, choose Connect.
Locate the instance ID that is generating the error.
Check the concurrent calls metric box next to the instance ID.
Confirm that the number of concurrent calls for the instance isn’t more than the instance’s concurrent call quota.

Note: To see the number of calls that were rejected because the rate of calls per second exceeded your concurrent call quota, review the following metrics:
CallsPerInterval
ThrottledCalls

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If you're unsure of your instance's concurrent call quota, do the following:
Check the concurrent calls percentage metric box.
Confirm that the concurrent calls percentage is well below 100%.

For more information, see Monitoring your instance using CloudWatch in the Amazon Connect Administrator Guide.

Note: The default concurrent calls quota is 10. To increase your instance’s concurrent calls quota, use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

4.    Confirm that the Call failure error isn't on the source telecom-carrier side by doing the following:
Call the number that is generating the error using different telecom carriers.
If the number is reachable from one carrier, but not another, then the issue is on the source carrier's side.

To troubleshoot outbound Call failure errors from an Amazon Connect instance

1.    Confirm that the country code of the number generating the error message is on the Country code allow list for Outbound Calls.

Note: To allow calling to additional countries, submit a service quota increase request. You must be signed in to your AWS account to access the form.

2.    Confirm that the number dialed is in E.164 format.

Note: Make sure that any leading and trailing digits are removed. For example, the "0" long-distance code that often appears before the United Kingdom's country code must be removed.

3.    Confirm that the Allow outgoing calls check box is selected in your instance's Telephony Options page settings. Fore instructions, see step 4 in Step 2: Create an instance in the Amazon Connect Administrator Guide.

4.    Confirm that the instance isn't over its concurrent call quota. (See step 3 of the To troubleshoot inbound Call failure errors from an Amazon Connect Instance section of this article.)

5.    Confirm that the Call failure error isn't on the destination number's side by doing the following:
Call the number that is generating the error using a number outside of Amazon Connect.
If the destination number can’t be reached outside of Amazon Connect, then the issue is on the destination number’s side.


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