Connect LabAmazon Connect study

Channels and campaigns

Campaigns dial only after the quota is not zero

Learn it in 5 minutes

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About five minutes of reading

The default concurrent campaign call quota is 0. The symptom is a fast busy, and it is not a carrier outage.

You get 50 active campaigns and 500 total per instance as defaults. Voice minutes on a campaign are priced higher than ordinary voice. Check call progress is the answering-machine branch and it only works in campaign flows.

A campaign needs a caller ID you are allowed to present, a calling window, and agents or an agentless flow that can actually finish the conversation.

  • Raise the concurrent campaign quota before the first run.
  • AMD branches need a prompt for humans and a disposition for machines.
  • Compliance with calling hours is your job. The block will dial when the campaign says to.
  • Email and SMS campaigns use the message prices, not the voice minute.

Number on this page: Default campaign calls 0. Until you request capacity

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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Campaigns dial only after the quota is not zero
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Quota. Raise it.
  2. Window. When you may dial.
  3. Progress. Human or machine.
  4. Result. Disposition on the CTR.

What usually goes wrong: Pointing a campaign at a queue that nobody is staffed for, then blaming AMD.

Quiz

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Question 1

Which term matches this description? Default quota is 0. Until you raise it, campaign calls hear a fast busy.

Show the cited answer

Default quota is 0. Until you raise it, campaign calls hear a fast busy. The term is Campaign concurrent calls.

Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Raise the concurrent campaign quota before the first run.

Show the cited answer

Raise the concurrent campaign quota before the first run. The term is Campaigns dial only after the quota is not zero (1).

Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? The block that branches on answering-machine detection. Campaign flows only.

Show the cited answer

The block that branches on answering-machine detection. Campaign flows only. The term is Check call progress.

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Outbound campaign Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.
  • Check call progress The block that branches on answering-machine detection. Campaign flows only.
  • Persistent chat A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.
  • WhatsApp A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.

Mind map

Open the Channels and campaigns mind map

Sister technologies

Each channel has its own quota, its own price unit, and its own way of getting stuck in an active state.

Config and troubleshooting

Pointing a campaign at a queue that nobody is staffed for, then blaming AMD.

Chat, SMS, WhatsApp, and email do not share the voice concurrency of 1. Set MediaConcurrencies for the channel you are opening. Quotas for concurrent chats are still an instance limit.

RoutingProfile

CloudFormation study snippet
Resources:
  ChatProfile:
    Type: AWS::Connect::RoutingProfile
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: ChatAndVoice
      DefaultOutboundQueueArn: !GetAtt OrdersQueue.QueueArn
      MediaConcurrencies:
        - Channel: VOICE
          Concurrency: 1
        - Channel: CHAT
          Concurrency: 2

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.

Sources and go deeper

sources.json