Connect LabAmazon Connect study

Telephony

Outbound calls and caller ID

Learn it in 5 minutes

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About five minutes of reading

Outbound is a queue setting, a permission, and a country quota.

The queue's outbound caller ID is the number the customer sees. It must be a number you are allowed to present. The origination number on a 911 call is the same idea: responders can call back only if that number accepts inbound calls.

High-volume outbound became outbound campaigns on 20 June 2022. Campaign voice on Connect Customer is 0.045 USD per minute instead of 0.038.

  • StartOutboundVoiceContact is an API. Guard it.
  • An outbound whisper flow runs before the customer and agent join. Recording for outbound is set there.
  • Call phone number is the block that dials from an outbound whisper flow.
  • Country allow lists block destinations even when the flow is correct.

Number on this page: Campaign voice $0.045. Per minute on Connect Customer

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

Visual

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Outbound calls and caller ID
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Picture from this room.

Worked example

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  1. Caller ID. From the queue.
  2. Whisper. Then join.
  3. Campaign. Separate quota and price.
  4. Country. Check the allow list.

What usually goes wrong: Using a personal mobile as the outbound caller ID.

Quiz

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Question 1

Which term matches this description? 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.

Show the cited answer

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. The term is Toll-free number.

The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases.

Show the cited answer

Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases. The term is Porting.

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

Question 3

Which term matches this description? Default 10 active PSTN and WebRTC calls. This is the first capacity gate on a new instance.

Show the cited answer

Default 10 active PSTN and WebRTC calls. This is the first capacity gate on a new instance. The term is Concurrent calls quota.

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

Sources

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The voice channel in Connect Customer - 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

  • 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

Using a personal mobile as the outbound caller ID.

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

CloudFormation study snippet
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.

Sources and go deeper

sources.json