Connect LabAmazon Connect study

Telephony

Porting without losing the rollback

Learn it in 5 minutes

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About five minutes of reading

A port is a date with the losing carrier. It is not a flow change.

You submit the port with the same kind of Support request the quota page describes. You need a letter of authorization and a firm order commit date. Until that date, the old platform still owns the number.

Dual-run means the old platform and Connect are both built, and you can move the number back if the first day fails. Practice the rollback before the port window, not during it.

  • Match the caller ID and any CNAM story you actually have. Do not promise caller-name display the product does not set.
  • Internal extensions can stay on CUCM. Only the public number has to move.
  • Update the CRM screen pop to the new ContactId in the same window.
  • Tell the WFM and recording tools the storage path before the port, or the first day has no recordings in the old tool.

Number on this page: Owners 2. Losing carrier and Connect, until the FOC date

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

Visual

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Porting without losing the rollback
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Build both. Flows and agents ready.
  2. LoA. Carrier paperwork.
  3. Port. One number, then the range.
  4. Watch. CTR, audio, and the old platform.

What usually goes wrong: Porting on Friday because the flow 'looks done'.

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? Associate the number with a flow or the caller hears nothing useful.

Show the cited answer

Associate the number with a flow or the caller hears nothing useful. The term is Claiming and the false 'limit' on the first number (2).

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

Question 3

Which term matches this description? Write down the carrier and the country. Porting later depends on both.

Show the cited answer

Write down the carrier and the country. Porting later depends on both. The term is Claiming and the false 'limit' on the first number (4).

Connect Customer service quotas - 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

  • 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

Porting on Friday because the flow 'looks done'.

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