SIP, external voice, and what is not a trunk in the CUCM sense

About five minutes of reading

Connect does not give you a CUCM SIP trunk page. It gives you native telephony, transfers to numbers, and an external voice connector for analytics.

Transfer to phone number is how a flow or an agent sends a call to a CUCM route point, a Webex Calling number, or a mobile. The call leaves Connect and the other system owns the media from there.

The pricing appendix describes an external voice connector at 0.032 USD per minute and 100 USD per connector per day, for analytics on voice that stays on another system. The default quota for external voice analytics connectors is 0 until you request them. That is a different product from claiming a DID.

• Do not design a SIP trunk in CUCM and assume Connect will register to it as a phone.
• One-way audio after a transfer is often the other system's codec or network, not the CCP.
• External voice is for analytics on audio you already have.
• Campaign answering-machine detection is Check call progress, and only in campaign flows.

Number on this page: Connector day $100. External voice, plus $0.032 per minute

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

Connect owns the call, or Connect only analyzes a call owned elsewhere.

1. Native. Claim, flow, CCP.
2. Transfer. PSTN to the PBX.
3. External. Connector for analytics.
4. Do not mix. The diagrams.

What usually goes wrong: Drawing a SIP trunk icon between CUCM and Connect and assigning a dial-peer as if both were CUCM.

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10

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

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

Drawing a SIP trunk icon between CUCM and Connect and assigning a dial-peer as if both were CUCM.

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.