How do I troubleshoot issues with outbound campaigns in Amazon Connect?

Resolution

Before troubleshooting issues with outbound campaigns, be sure you activated Amazon Connect outbound campaigns. Also, be sure you created an outbound campaign. Then, check the following to troubleshoot common issues with outbound campaigns.

Supported countries and AWS Regions

You can place outbound campaign calls to the destination numbers only in supported countries and Regions. Also, the source phone number that you're using for the campaign must be located in the country where the outbound campaign destination numbers are located.

Outbound campaigns are currently supported in the following countries:

• Australia
• Canada
• New Zealand
• United Kingdom
• United States

Note: For Australia and New Zealand outbound campaigns, you must have a dedicated phone number. Also, you must create an AWS Support case to request the dedicated phone number and the campaign.

Outbound campaign calls are supported between the following AWS Region and the corresponding country for that Region:

• Asia Pacific (Sydney) for Australia and New Zealand
• Canada (Central) for Canada
• Europe (London) for the United Kingdom
• US East (N. Virginia) and US West (Oregon) for the United States

For example, an Amazon Connect instance in the Europe (London) Region can make campaign calls only to the United Kingdom.

For more information, see the FAQ section on the Amazon Connect outbound campaigns page.

Outbound contacts

To troubleshoot outbound contacts, confirm that the call was placed through the instance and successfully reached the destination.

First, view AWS CloudTrail events in the CloudTrail console for Amazon Connect. Then, review the Event history for the eventName of StartOutboundVoiceContact API. If you see the StartOutboundVoiceContact, then the request successful reached Amazon Connect. If you don't see the StartOutboundVoiceContact, this means there's an issue with the initiator, such as Amazon Pinpoint. To troubleshoot Amazon Pinpoint further, see Review and test a journey.

Note: For an in-progress call, the contact ID doesn't show up in contact search. You can run the describe-contact command to see if the call is successful for the specific contact ID. If the call is on-going, then the DisconnectTimestamp doesn't return as an output.

Outbound call failures

If the outbound call fails, then the contact ID doesn't show up when searching for contacts. To verify call failures, run the describe-contact command to see if the call is successful for the specific contact ID. If the InitiationTimestamp and DisconnectTimestamp are within milliseconds, then the call isn't successful.

Note: If you receive errors when running AWS Command Line Interface (AWS CLI) commands, make sure that you’re using the most recent version of the AWS CLI.

Unsuccessful outbound calls might be caused by meeting campaign limits. To see if a campaign limit is met, do the following:

1. Open the Amazon CloudWatch console.
2. In the navigation pane, choose Metrics, and then choose All metrics.
3. Choose Amazon Connect, and then choose Instance metrics.
4. Review for the following metrics: CallsBreachingConcurrencyQuota and ThrottledCalls. For a description of the metrics, see Amazon Connect metrics sent to CloudWatch.

If the CallsBreachingConcurrencyQuota or ThrottledCalls metrics contain a count, then you might be reaching the service quota. To increase the limit, you can request a quota increase.

The campaign and concurrent call limits apply in the following ways:

• If a call reaches the campaign limits, then the call is blocked.
• If a call reaches the Concurrent Calls Per Instance Limits, then the call is blocked.

To understand these limits, consider the following scenarios:

In these examples, you have the following limits in your Amazon Connect instance:

• A concurrent call limit of 10.
• A campaign call limit of 5.

Scenario one

There are seven inbound calls in-progress within the Amazon Connect instance. There are four outbound campaign calls being placed. In this scenario, the fourth call fails. The failure is because the concurrent call limit of 10 is met.

Scenario two

There are four inbound calls in-progress within the Amazon Connect instance. There are six outbound campaign calls being placed. In this scenario, the sixth call fails. Although these calls are within the concurrent call limit, the call fails because the campaign call limit of five is met.

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