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

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My Amazon Connect instance is producing inbound and outbound Call failure errors.

Resolution

Troubleshoot inbound call failure errors from an Amazon Connect instance

Confirm that the instance is attached to a contact flow

To confirm that the number on the instance is attached to a contact flow, complete the following steps:

  1. Open the Amazon Connect console.
  2. Choose Channels.
  3. Choose Phone Numbers.
  4. Choose Phone Number, and then verify that the number that generates the error is assigned to a published contact flow.
    Note: The MisconfiguredPhoneNumbers metric shows the number of failed calls because the phone number isn't associated with a flow.

Confirm that the instance allows incoming calls

Confirm that the Allow incoming calls check box is selected in your instance's Telephony Options page settings. For more information, see Create an instance.

Confirm that the instance isn't over its concurrent call quota

To confirm that the instance isn't over its concurrent call quota, complete the following steps:

  1. Open the Amazon CloudWatch console.
  2. In the navigation pane, choose Metrics.
  3. From list of services, choose Connect.
  4. Locate the instance ID that's generating the error.
  5. Select the CallsBreachingActiveCallsQuota metric box next to the instance ID. If the CallsBreachingActiveCallsQuota metric populates, then the concurrent active call limit is breached.
    Note: Use the CallsPerInterval or ThrottledCalls metrics to view the number of rejected calls because the call rate per second exceeds your concurrent call quota.

If you don't know the percentage of your instance's concurrent call quota that's exhausted, then complete the following steps:

  1. Select the concurrent calls percentage metric box.
  2. Confirm that the concurrent calls percentage is below 1%. The concurrent calls percentage metric ranges from 0 to 1. 1 means that the active calls limit is 100% used. For more information, see Monitoring your instance using CloudWatch.
    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 sign in to your AWS account to access the form. Amazon Connect might lower these default limits to prevent fraud or malicious use.

Confirm that the call failure isn't because of the source telecom carrier

Use source phone numbers that belong to different telecom carriers to call the Amazon Connect number that generates the error. If the number is reachable from the source number of one carrier, but not another carrier, then the issue is on the carrier's side.

Troubleshoot outbound call failure errors from an Amazon Connect instance

Confirm that you can call the country code

Confirm that the country code of the number that generates the error message is on the countries that you can call by default list.

Note: To allow calls to additional countries, submit a service quota increase request. You must sign in to your AWS account to access the form. The countries listed in the default Contact Control Panel (CCP) are the countries that are allowed for your Amazon Connect instance.

Confirm that the number is in the correct format

Confirm that the dialed number is in E.164 format. For more information, see E.164 on the Wikipedia website.

Note: Remove any leading and trailing digits. For example, you must remove the "0" long-distance code that often appears before the United Kingdom's country code.

Confirm that the instance can make outgoing calls

Confirm that the Allow outgoing calls check box is selected in your instance's Telephony Options page settings. For more information, see Create an instance.

Confirm that the instance isn't over its concurrent call quota

Confirm that the instance isn't over its concurrent call quota. For more information, see the previous Confirm that the instance isn't over its concurrent call quota section of this article.

Confirm that the user has "CCP: Outbound" permission

Confirm that the user has the permission CCP: Outbound in their security profile.

Confirm the Outbound Queue configuration

Confirm that the Outbound caller ID number is configured in the Outbound caller configuration of the Outbound Queue.

Confirm that the "Call failure" error isn't on the destination number's side

Use a number outside of Amazon Connect to call the number that generates the error. If you can't reach the destination number outside of Amazon Connect, then the issue is on the destination number's side.

Confirm that the country and Region support for the outbound call destination adheres to the carrier guidelines

You can use numbers from supported countries, types, and AWS Regions to place outbound calls to the destination numbers. If your outbound call fails, then confirm that your country, Region, and number type are supported. For a list of the supported countries, Regions, and numbers types, see the Amazon Connect telecoms country coverage guide.

Note: These limitations and regulations are in place because of carrier and Region guidelines that Amazon Connect must adhere to.

For example, you can't use a Malaysia DID to place a national outbound call within Malaysia.

Note: Outbound calls that are unsupported because of regulations might still be successful. However, there isn't a guarantee that these calls will always be successful.

If the preceding troubleshooting steps don't work, then create an AWS Support case and include the following information:

  • Source phone number
  • Destination phone number
  • Contact IDs
  • Timestamps with timezone
  • Describe the behavior of the issue

Note: It's a best practice to include contactIDs that are within 48 hours of experiencing the issue.

Related information

Use CloudWatch metrics to calculate concurrent call quota

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