How do I troubleshoot outbound caller ID issues in Amazon Connect?

Last updated: 2023-01-10

In Amazon Connect, my caller ID isn't displaying as expected when making outbound calls.

Short description

You can specify either a caller ID name or a caller ID number in your Amazon Connect instance. You can set a caller ID name or number in queue or by using the Call phone number block. For more information, see How to specify a custom caller ID number using a Call phone number block.

Important: If you're using the Call phone number block, then you can set the custom caller ID number. However, to use this in your Amazon Connect instance you must first activate the custom caller ID in the block. To activate a custom caller ID, you must create a support case. If the instance isn't activated, then you can't set the custom caller ID in the block.

Resolution

Outbound caller ID as a name

It's a best practice to register your outbound caller ID name and phone number in a CNAM database for US and Canada numbers. To register your US-based phone number and company name in the CNAM database of the Amazon Connect carrier, you must create a support case.

Note: Amazon Web Services (AWS) offers the functionality of configuring a display name for outbound calls. However, AWS can't guarantee that the same caller ID is shown to the recipient of the call.

Outbound caller ID as a number

To troubleshoot outbound caller IDs as a number, consider the following:

  • Make sure that the queue and contact flow where the outbound caller ID is set is correctly associated with the agent. If caller ID is set in the queue, then verify that the agent is assigned to the routing profile that's set for the caller ID.
  • If you're setting the caller ID in queue settings and the Call phone number block, then the call phone number block takes priority. If you didn't define the call phone number block, then the caller ID in queue settings are considered. For more information, see Set up outbound caller ID.

Note: The caller ID display number is offered on a best effort basis and isn't guaranteed. However, when setting the caller ID in the queue, make sure to select the DID numbers that are configured in the Amazon Connect instance. If a TFN number is selected, then the caller ID might be flagged as a SPAM call by the telecom regulators. For more information, see Set up outbound caller ID.


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