Claiming and the false 'limit' on the first number — Ecosystem

Glossary

• DID A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute.
• Toll-free number A number the caller does not pay long-distance to dial. US toll-free numbers are registered with SOMOS and can use more than one carrier.
• UIFN Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost.
• Porting Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases.

Mind map

Open the Telephony mind map

Sister technologies

Customers still dial a number. The number type decides the price, the carrier design, and the failure mode.

Config and troubleshooting

Retrying the claim button until it works.

AWS::Connect::PhoneNumber claims a DID or toll-free number into the instance. The first claim can still fail a service quota even when the template is valid.

AWS::Connect::PhoneNumber

Resources:
  PilotDid:
    Type: AWS::Connect::PhoneNumber
    Properties:
      TargetArn: !GetAtt CampusInstance.Arn
      CountryCode: US
      Type: DID
      Prefix: "+1503"

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.