Phone numbers

To place or receive calls in your instance, you need to claim a phone number. You can claim a phone number from Amazon Connect directly through the Agent Desktop.

Claiming a phone number

To claim a phone number, go to Admin > Phone numbers and click on Claim a number.

1. Choose to claim a toll free number or a Direct Inward Dialling (DID) number.

2. Select a country code.

3. Add a prefix (optional).

4. Select one of the available phone numbers.

5. Add a description (optional).

6. Select an Agent hierarchy: Required if the agent hierarchy feature is enabled in your account.

7. Select whether this number should be assigned to a contact flow / IVR or an agent's personal DID.

   1. If required, assign the phone number to a contact flow.

8. Click on Add.

Note

Use the Amazon Connect service quotas increase form for these situations:

• If you select a country or region, but no numbers display, you can request additional numbers for the country or region.

• If you want to request a specific area code or prefix that you don't see listed.

There is a service quota for how many phone numbers you can have in each instance. For the default service quota, see Amazon Connect service quotas. If you reach your quota, but want a different phone number, you can release one of previously claimed numbers. You cannot claim the same phone number after releasing it.

If you need more phone numbers, you can request a service quota increase using the Amazon Connect service quota increase form.

Exporting phone numbers

To export the list of claimed phone numbers for your instance, go to Admin > Phone numbers, hover over the ellipsis icon and click on Export to .xlsx.

Release a phone number

Phone numbers cannot be released through the Agent Desktop. They can only be released from your Amazon Connect instance.

To release a phone number in Amazon Connect:

1. Log in to your Amazon Connect contact centre at https://instance name.my.connect.aws/.

2. On the navigation menu, go to Channels > Phone numbers

3. Select the phone number you want to release, and then click on Release.

If the phone number is associated with a flow, that flow will be deactivated until another number is associated with it.

When customers call the phone number you have released, they will get a message that it is not a working phone number.