# Set up contact center phone numbers for your Amazon Connect instance Set up your phone numbers After you create an Amazon Connect instance, you can get a phone number to use for your contact center. You can use this phone number to place a test call in to your contact center to confirm that it is working correctly. You can also use it in your production environment. + For pricing information about claimed phone numbers, see [Amazon Connect pricing](https://aws.amazon.com/connect/pricing/). + For a list of the telephony capabilities that Amazon Connect provides, see the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). If you want to keep a phone number you already have, you can port the phone number and use it with Amazon Connect. After a phone number is ported to Amazon Connect, it appears in the list of available phone numbers for you to assign to flows. **Topics** + [Voice channel](concepts-telephony.md) + [Stir/Shaken attestation](stirshaken.md) + [Design for low latency](low-latency-design.md) + [Port your current phone number](port-phone-number.md) + [Claim and manage your phone numbers](claim-and-manage-phonenumbers.md) + [Use caller identification to personalize customer interaction](caller-id-personalizing-customer-interaction.md) + [Third-party numbers](third-party-numbers.md) + [UIFN service support - Inbound only](uifn-service.md) + [Region requirements for ordering and porting phone numbers](phone-number-requirements.md) # The voice channel in Amazon Connect Voice channel **Important** Trying to contact Amazon for support? See [Amazon Customer Service](https://www.amazon.com/gp/help/customer/display.html) (Amazon orders and deliveries) or [AWS Support](https://aws.amazon.com/premiumsupport/) (Amazon Web Services). Amazon Connect provides a variety of choices to enable your company to make and receive telephone calls. One of the great advantages of Amazon Connect is AWS manages the telephony infrastructure for you: carrier connections, redundancy, and routing. And, it's designed to scale. This topic explains the options that Amazon Connect provides for telephony, which helps you build a solution to meet your business requirements. **Topics** + [ ## Telephony architecture ](#concepts-telephony-architecture) + [ ## Use cases for different configurations ](#concepts-use-cases) ## Telephony architecture Amazon Connect provides capabilities to host both toll-free and direct dial numbers (DID) in all AWS Regions supported by Amazon Connect. You can use both types of numbers in a single instance. A complete list of supported countries/regions and costs is located on the [Amazon Connect pricing](https://aws.amazon.com/connect/pricing/) page. AWS manages the connectivity to our network of carriers providing diverse connections to multiple carriers in each region supported by Amazon Connect. When Amazon Connect is deployed in a Region, we take advantage of the built-in redundancy of the AWS Availability Zone design to provide multiple carrier interfaces into multiple data centers. You can see how AWS manages the design of a Region [here](https://infrastructure.aws/). In addition to the Amazon Connect service being spread across multiple Availability Zones, AWS also has multiple telephony providers. These providers have multiple links into the data centers in those Availability Zones. This ensures that if a single or even multiple links fail from a carrier, there are alternate routes available to ensure the service remains available. To learn more about Amazon Connect architecture, see [Architectural guidance for Amazon Connect](architecture-guidance.md). + **AWS manages toll-free numbers as a Responsible Organization** These numbers are phone numbers with distinct prefix codes that can be dialed with no charge to the person placing the call. Such numbers allow callers to reach businesses and/or individuals out of the area without being charged a long-distance fee for the call. In the United States, the [Federal Communications Commission](https://www.fcc.gov/consumers/guides/what-toll-free-number-and-how-does-it-work) provides rules for obtaining and using toll-free numbers. In other countries, similar governing bodies ensure that such numbers are managed and distributed in accordance with local laws. When you claim or port a US toll-free number into Amazon Connect, we register that number with [SOMOS](https://www.somos.com/). After the number is registered, we are able to select multiple carriers to provide BOTH route and carrier redundancy. This provides the highest level of availability, ensuring the number will remain available even in the event of a complete carrier outage. This level of service does come at an additional cost, as these numbers are a higher price than direct dial, but the service reliability and customer experience make this the most attractive option. + **Locally formatted numbers** Direct inward dialing (DID), also called direct dial-in (DDI) in Europe, is a telecommunication service offered by telephone companies to subscribers. DID numbers provide a locally formatted telephone number that can match the dialing pattern of a local subscriber. For example, in Seattle, Washington, USA, the local dialing pattern is \$11(206)-NXX-XXXX. The provider of the DID number would provide numbers with the \$11(206) pattern to match local dialing. In the United States, DID numbers are regulated by State Public Utilities commissions. DID numbers are managed by a single carrier. While they are portable, they can't be load balanced/managed across multiple carriers. This makes them less reliable than toll-free numbers. DID numbers offer you the ability to present a local calling line identification when placing outbound calls, and a local presence to inbound callers. This can be very useful to increase the likelihood outbound and queued callback calls get answered by your customers. It can also show a customer that you are local to their area, and provide a cheaper inbound route than a long-distance call if you don't publish a toll-free number. Because DID numbers are threaded to single carrier, Amazon Connect doesn't offer carrier redundancy for DID numbers. We do offer link redundancy across multiple Availability Zones, so in the event of a link failure that carrier still has facilities available in another location to deliver calls. DID numbers also have a capacity limitation on how many calls a single number can accommodate, and this number does vary by Region. It is important to work with your AWS account team to ensure you are properly enabled with the right type of DID numbers if you plan on using DID numbers as your primary inbound channel, and have an expectation of over 100 concurrent calls per number. DID numbers are less expensive than toll-free numbers, but don't have the redundancy and broad geographical coverage of them. The ability to localize numbers may be an attractive option for your business. ## Use cases for different configurations ### Starting fresh with Amazon Connect In this case, simply select new numbers using the claim a number process. For instructions, see [Get a local toll-free or DID Amazon Connect phone number](get-connect-number.md). ### Migrating to Amazon Connect from another provider/platform If you're migrating to Amazon Connect from other platform, we recommend starting with a proof of concept, and migrating to Amazon Connect over time. + A best practice is to forward your existing numbers to a new number (or numbers) claimed in Amazon Connect until you are fully converted. + After fully converting, use the [porting process](port-phone-number.md) to bring your numbers into Amazon Connect. + This gives you a fallback in case you have migration issues. ### Maintaining two separate platforms In some cases, you may have more than one Contact Center platform requiring telephony. Here's an overview of how to configure this: + Choose which platform is the initial call-handling service, and forward to the other platform. + If Amazon Connect is the primary call handling platform, you can port or claim numbers. You will design your flows to transfer calls to the other platform on a telephone number you will provide in the flow. + If the external platform is the primary call handler, you will need to configure that platform to forward calls to a number you claim in Amazon Connect. Choose either a toll-free number, which will give you better redundancy and capacity at an increased cost, or a bank of DID numbers to terminate the call into Amazon Connect. + For the use case, we recommend that you engage AWS Solution Architecture support to ensure your contact center is well-architected to achieve the best possible outcomes. # Stir/Shaken attestation in Amazon Connect Stir/Shaken attestation Amazon Connect supports STIR/SHAKEN attestation for outbound calls to help prevent caller ID spoofing. When originating calls from United States direct-inward-dial (DID) or toll-free numbers to North American Numbering Plan (NANP) destinations (\$11 prefix), Amazon Connect signs calls with STIR/SHAKEN headers indicating the level of attestation. **Topics** + [What is STIR/SHAKEN?](#what-is-stirshaken) + [Amazon Connect attestation levels](#attestation-levels) + [Requirements for A-level attestation](#attestation-level-a) + [Requirements for B-level attestation](#attestation-level-b) + [Examples of C-level attestation](#examples-c-attestation) + [Important things to know](#important-attestation) ## What is STIR/SHAKEN? What is STIR/SHAKEN? The STIR/SHAKEN framework is designed to combat fraudulent caller ID spoofing in telephony networks. It consists of two components: + STIR (Secure Telephone Identity Revisited): The underlying protocol suite that enables cryptographic signing and verification of calling numbers. + SHAKEN (Signature-based Handling of Asserted Information Using toKENs): Guidelines for implementing these protocols across networks. For more information about STIR/SHAKEN, see [Combating Spoofed Robocalls with Caller ID Authentication](https://www.fcc.gov/call-authentication) on the Federal Communications Commission (FCC) website. ## Amazon Connect attestation levels Amazon Connect attestation levels Amazon Connect assigns one of three attestation levels when signing outbound calls: + A-level (Full) - Amazon Connect has: + Authenticated the calling party + Confirmed their authorization to use the calling number + B-level (Partial) - Amazon Connect has: + Authenticated the calling party + Cannot verify their authorization to use the number + C-level (Gateway) - Amazon Connect has: + Originated the call + Cannot verify the calling party's identity + Cannot verify legitimate use of the number ## Requirements for A-level attestation Requirements for A-level attestation Your calls receive A-level attestation if you are subject to AWS Service Terms or are a customer of an authorized AWS Solution Provider/Distribution Seller AND any of these conditions are met: + Number claimed through Amazon Connect portal/API. + Number ported into Amazon Connect. + Third-party number mapped to your account with validated documentation. ## Requirements for B-level attestation Requirements for B-level attestation Your calls receive B-level attestation if: + You have been notified that additional information is needed to maintain A-level attestation. + We have NOT notified you that we have successfully validated the information you provided. ## Examples of calls that receive C-level attestation Examples of C-level attestation All calls that don't receive A- or B-level attestation receive C-level attestation. Following are examples of calls that receive C-level attestation: + Calls made by customers using unauthorized solution providers. + Calls made in violation of AWS Services Terms (for example, call deflection). + Cases where we have notified you that additional information is required and we have not received the requested attestation documentation by the specified date. ## Important things to know Important things to know + While Amazon Connect provides STIR/SHAKEN headers to carriers, attestation may not be preserved end-to-end due to legacy equipment in some carrier networks that cannot transmit these headers. + Carriers may use attestation levels as part of their process of determining whether they deliver calls in their network. + To maintain the highest levels of attestation for your calls, Amazon Connect may ask you for additional information. In the notification email we send to you, we will state when you need to reply with the requested information. Any delays in providing us the information may impact the attestation level of your calls and as a result, may impact the success of your call delivery. # Design your Amazon Connect contact center for low latency to help ensure call quality Design for low latency **Note** As of July 2023 we have simplified requirements to claim phone numbers that are located in countries outside of the AWS Region where your Amazon Connect instance is located. The process has been simplified to remove the need for the opt-in approval. Instead we provide best practice design guidance. This makes it easier for you to use an Amazon Connect instance that is created in the US-East Region, for example, and then request numbers in Japan. Or, if your instance is created in Asia Pacific (Singapore), you don't need to contact AWS Support to claim phone numbers based in Europe or US Regions. We continue to extend the support of Amazon Connect so you can claim phone numbers in the countries you need, wherever you need them. If you are configuring your Amazon Connect instance to support phone numbers outside of your country's home AWS Region, we recommend the following best practices. 1. Anchor either your phone numbers or agents in the same AWS Region where they are geographically located. For example, if your agents are located in a US Region, your Amazon Connect instance should be created in an AWS Region in the US, too. Or, if your phone numbers are in an EU country, your Amazon Connect instance should be created in an EU AWS Region, too. 1. If both your phone numbers **and** agents are located in an AWS Region that is different from the one where your Amazon Connect instance is created, call latency is extended above 500ms for network latency (WebRTC RTT). This latency may result in call quality issues. 1. Calculate your latency before setting up your Amazon Connect contact center in production. Perform the following steps on a test environment: 1. Use the [Amazon Connect Endpoint Test Utility](check-connectivity-tool.md) to check latency. 1. Calculate the latency for routing telephony from the country to the AWS Region using internet-based, external tools, such as [WonderNetwork](https://wondernetwork.com/). 1. For calls with the best call quality, we recommend configurations with less than 500ms of latency end-to-end. 1. You may determine that call quality is acceptable at up to 900ms of latency for both network and telephony latency. (900ms is a sum of 500ms network latency and 400ms carrier latency.) However, if you note a call-quality issue that can be due to latency, and other potential causes are ruled out (for example, neither packet loss nor jitter are detected), we recommend configuring your Amazon Connect instance or telephony for a lower latency. For example, create your Amazon Connect instance in the same Region as your telephony or agents. **Important** When call latency is greater than 900ms for both network and telephony latency, it leads to a significant delay between agents and customers. 1. Check that latency matches your design. After you claim a number you can immediately call it to hear what the experience will be like for your customers. Amazon Connect uses the [default flows](contact-flow-default.md) to power your initial experience. To test a customized flow, [assign a phone number](associate-claimed-ported-phone-number-to-flow.md) to it and then call that number. # Port a current phone number to Amazon Connect Port your current phone number You can port your existing phone numbers to your Amazon Connect contact center. **Topics** + [Things to know before porting](things-to-know-before-porting.md) + [South Korean porting regulations for your Amazon Connect instance](porting-numbers-sk.md) + [Things to know about Thailand number porting](porting-numbers-th.md) + [Porting your phone numbers](porting-your-phone-numbers.md) + [After the porting process completes](porting-troubleshoot.md) # Things to know before porting a phone number to Amazon Connect Things to know before porting The topics in this section explain which numbers can be ported, how long it takes, and what fees you might incur. The following terminology is used in these topics: **Letter of Authorization** Letter of Authorization (LOA) is a legal document in which you assert to the carrier for Amazon Connect that you have the authority to port phone numbers from your current carrier to the carrier for Amazon Connect. Traditionally, this is a paper document requiring an actual signature. **Losing carrier** Also known as your current carrier. This is the carrier that currently owns your telephone number. The losing carrier reviews all information presented on the Letter of Authorization (LOA) and validates if it matches the information that they have on file for you. **Mutually agreed date and time** After the LOA has been approved by the losing carrier, the losing and winning carriers agree upon a date and time to perform the porting activity. **Phone number portability** Number portability allows you to transfer your telelphone numbers to other carriers. Carriers and countries may have unique processes and procedures required. **Winning carrier** Also the carrier for Amazon Connect. This is the carrier that the phone number is being ported to, and will own the phone number after the porting is completed. **Topics** + [What is phone number porting?](what-is-phone-number-porting.md) + [How much does it cost?](fees-for-number-porting.md) + [Can my number be ported?](what-numbers-can-be-ported.md) + [How long does it take to port numbers?](how-long-for-number-porting.md) + [Can I cancel a scheduled porting?](cancel-port-request.md) + [When do I cancel my current telecom service?](cancel-current-service.md) # What does it mean to port phone numbers to Amazon Connect? What is phone number porting? Porting a phone number is the process of moving a phone number from one telephony service provider, or carrier, to another. Many businesses and organizations already have a phone number that is advertised to their customers, so changing this number would be disruptive. If you port a phone number from your current carrier to Amazon Connect, you can keep using the same phone number for your contact center. This helps to eliminate the need to update your business contact information. ## Downtime and service disruption during the porting process The porting process requires the losing carrier to remove your number from their systems, the winning carrier to add your number to their systems, and for number routing to be updated. Most porting activities complete within 15-30 minutes, with possible call disruptions. To ensure that they have engineers available to troubleshoot issues, most losing carriers complete porting actions only during normal business hours. Carriers typically communicate a two-hour porting window to resolve any issues that could arise. For detailed information about available porting dates and times, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md) for your country or region. ## What happens to a number after it is ported What happens to a number after it is ported As long as you continue to pay for the phone number, and do not release it from your Amazon Connect instance, it stays assigned to your account, and you are billed accordingly. To release a phone number, follow the steps in [Release a phone number from Amazon Connect back to inventory](release-phone-number.md). When a phone number is released from your Amazon Connect instance: + You will no longer be charged for it. + You cannot reclaim the phone number. + Amazon Connect reserves the right to allow it to be claimed by another customer. If you move your contact center away from Amazon Connect, and want to port your phone number away from Amazon Connect, see [Port phone numbers away from Amazon Connect](port-away.md). # How much does porting a number to Amazon Connect cost? How much does it cost? Amazon Connect does not charge fees for porting numbers. Your existing carrier may have fees associated with the disconnection and early termination of your service. After a phone number is ported to Amazon Connect, standard pricing applies for [Amazon Connect service usage and associated telephony rates](https://aws.amazon.com/connect/pricing/). # Phone numbers that you can port to Amazon Connect Can my number be ported? Not all phone numbers can be ported. The ability to port a specific phone number depends on several factors. For example: + The regulations in the country or region of the phone number. + Agreements between the losing and winning carriers. + The type of phone number being ported. + Your service contract with your current service provider. To find out if a phone number that you currently own—whether local, mobile, or toll-free—can be ported to Amazon Connect: 1. See if your country or region supports number porting: [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). 1. Then get started by [submitting an Amazon Connect support ticket for number verification](about-porting.md#step1-porting). ## Porting numbers purchased from other contact center providers Port numbers purchased from other contact center providers In most cases, you can port numbers that were purchased from other contact center providers. Confirm with your current contact center provider who holds the assignment to the number, and work with them to ensure the correct information is provided in the Letter of Authorization (LOA). ## Port short phone numbers Port short phone numbers Because of Telecom regulations in various countries or regions, the short phone number will need to be evaluated on a case-by-case basis. To verify if your phone number can be ported to Amazon Connect, [submit an Amazon Connect support ticket](about-porting.md#step1-porting). ## Port a number to one EU Region only Port a number to one EU Region only The Amazon Connect Regions of EU-CENTRAL-1 and EU-WEST-2 are symmetrical European Regions that offer the same carrier coverage for telephony. If a phone number cannot be ported to an instance in one of these Regions, then it cannot be ported to an instance in the other. If you had a phone number ported into the EU-CENTRAL-1 or EU-WEST-2 Regions, and want to move it to the other Region, [submit an Amazon Connect support ticket](about-porting.md#step1-porting) for assistance. The same is true for the North America Regions of US-EAST-1 and US-WEST-2. ## Port a subset of numbers from a block Port a subset of numbers from a block If you have a block of numbers, in some instances Amazon Connect can port a subset or portion of your phone numbers. In other cases, it is required by the carrier to port full block of phone numbers. If you want to port only a subset of the phone numbers you currently own to Amazon Connect, [submit an Amazon Connect support ticket](about-porting.md#step1-porting) to verify whether the phone numbers can be ported. We will verify the actions that can be completed and assist you with next steps. **Note** If you port only a subset of the phone numbers, you will still be liable for the remaining phone numbers with the original carrier and any associated fees. If your intent to is release the remaining phone numbers not being ported to Amazon Connect, we recommend waiting until the requested porting has been completed to avoid any disruptions to service. ## Letter of compromise Letter of compromise Before porting phone numbers, some customers ask for a letter of compromise stating that they will be allowed to move their phone numbers from Amazon Connect to another service, if their contact center moves. Because of Telecom regulations in various countries, the phone number will need to be evaluated on a case-by-case basis. To verify that your phone number can be ported to Amazon Connect, [submit a ticket to Amazon Connect support](about-porting.md#step1-porting) . # How long does it take to port phone numbers to Amazon Connect? How long does it take to port numbers? **Important** Porting requests for USA DID and toll-free numbers cannot be submitted more than 30 days in advance of porting date. For other countries, we recommend opening a porting request as far in advance of your pending go-live date as possible. The amount of time that it takes to port numbers depends on the country, complexity of the request, the type and quantity of numbers being ported, and your current carrier. Telecom carriers also may implement porting block days because of holidays and network maintenance. Because of this, Amazon Connect requires porting requests to be open several months before pending go-live dates. For a list of countries and their portability windows, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ## Inside the US and Canada Phone numbers in the US or Canada typically take between two to four weeks to port, after phone number portability has been verified, and all required documents are correctly submitted to the carrier. ## Outside the US and Canada Phone numbers outside the US and Canada require between two to six months to complete the full porting process. This includes: + Time for you to submit all the documents to AWS Support. + Time for the Amazon Connect service provider to verify whether they can port all of the phone numbers that you have requested. + Time for the losing provider to verify the provided documents. After all documents are verified by the losing provider, the losing provider and the Amazon Connect service provider will schedule a mutually agreed date to port the numbers to Amazon Connect. ## What affects porting timelines? Porting timelines can be negatively impacted when incorrect information is provided on the required Letter of Authorization (LOA). This causes the LOA to be rejected and resets the porting timelines. ## Port many numbers over multiple countries or carriers Complex porting requests have their own timelines. The timelines discussed elsewhere in this topic do not apply to complex porting requests. Complex porting requests for more than 10 distinct number ranges or 10 distinct locations are considered a project and require advanced coordination with your AWS Account team. If you are a Business or Enterprise customer, engage your Amazon Connect Solutions Architect (SA) or Technical Account Manager (TAM) for assistance in planning your number porting. To help make the process as smooth as possible, gather the following information before submitting a porting request: + Your most recent telephony bill from the carriers that currently service the numbers to be ported. + The country specific documentation required; see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). + The contact information for a central point of contact who can act on behalf of your organization in support of the porting requests. ## Can I choose the port date? **Important** The Amazon Connect service team supports porting phone numbers FROM 9am Monday in Sydney NSW, Australia Time, TO 5pm Friday in Seattle, WA, USA time. Depending on the country and carriers involved, you may be able to choose the porting date and time. In most cases, however, the losing carrier picks the date and time and communicates it to Amazon Connect based on their schedule. If you have a specific date and time you want to request, provide the information in your support case. We will work with our carrier to determine if they can support the requested date and time. **Note** Most carriers only support porting activity during their normal business hours. For detailed information about available porting dates and times for your country, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). # Can I cancel a scheduled phone number porting in Amazon Connect? Can I cancel a scheduled porting? **Important** If you need to cancel or reschedule your porting, let us know immediately. Depending on the country of service, after a mutually agreed date and time has been provided it can be difficult to cancel. Because of the coordination required between carriers, Amazon Connect support requires a minimum of 5 business days notice to cancel or reschedule a porting request, if the number has not already been ported. If you need to cancel or reschedule your porting, let us know immediately. You cannot cancel a port after it has been moved to the RespOrg (Responsible Organization). The port is complete. For this situation, see [Revert phone numbers to your original carrier after porting to Amazon Connect](revert-porting-to-original-carrier.md). If a porting is successfully cancelled, timelines for the port schedule are reset and the carriers will need to identify another mutually agreed date and time. This will impact the overall timeline for porting your numbers. **Note** Please be advised that sometimes a porting request cannot be cancelled because of process automation, but Amazon Connect support will make every attempt possible to stop the request. # When do I cancel my current telecom service when porting numbers to Amazon Connect? When do I cancel my current telecom service? Do not cancel your existing telecom service until your phone numbers have been ported and confirmed working in Amazon Connect. Canceling your existing telecom service before your number is ported releases your phone number assignment, and may result in you losing the number. # Guidelines for porting phone numbers to your Amazon Connect project in South Korea South Korean porting regulations for your Amazon Connect instance Rules for South Korea differ from those in other countries. To help with requirements in South Korea, here are some helpful hints. + When planning your Amazon Connect project in South Korea one of the most important things you will need to do is plan and request information up front. To port numbers in South Korea, you may need to complete and submit more than 5 forms and you may need to engage with the local regulatory authority before approvals are granted to port numbers. + All geographic numbers (that is, other than toll-free, national, representative, or 070 VOIP) must be in place on a physical termination for a minimum of 6 months before they can be ported into Amazon Connect. However, if a number has been in place for a minimum of 3 months, you can port it by filing a special request with the Korean Ministry of Telecommunications; upon approval, the porting process can begin. Amazon Connect can provide you with the forms, but you must complete and submit them to the regulator directly. + All geographic, representative, or toll-free numbers (GRTFN) are assigned a 070 VOIP number to which the GRTFN terminates and which are associated with the GRTFN at the carrier. Do not remove this 070 number from your Amazon Connect instance until the related GFTN number is removed. If you do, all inbound and outbound calls will fail. + Representative numbers (RN) have minimum session billing requirements based on the "attractiveness" of the RN, as determined by the carrier. Representative numbers have different costs depending on the scale of the number. Based on the size of the representative number you order, the service will have from 2 channels to 500 channels minimum to be charged for. This is managed by adding a minimum number of numbers to the account, equal to the number of channels needed. These are shown on the [ Amazon Connect pricing](https://aws.amazon.com/connect/pricing/) page as the shared cost service at \$10.5433 per day of usage for the system. These additional shared cost number DIDs do not have the ability to be assigned call flows, and outbound calls from them will fail. If you disconnect RNs, be sure to also remove their associated Special Numbers to avoid future billing. Removal or reduction of Special Number DIDs without removal of the underlying RN is a violation of Amazon Connect Terms of Service. # Things to know about Thailand number porting Things to know about Thailand number porting Porting in Thailand differs from other countries. Instead of the number being able to directly moved to Amazon Connect, it’s necessary to route the calls from your current provider to Amazon Connect. To help plan for the process here are some helpful hints. + Numbers being ported in to Amazon Connect must be from E1 or SIP services only. + The E1 or SIP service, along with all associated numbers, must be routed to Amazon Connect's provider's network first. Amazon Connect will help coordinate this. Based on your configuration this may involve additional charges to your current provider or Amazon Connect's provider to support the re-routing. + Once the E1 or SIP service has ported to Amazon Connect's provider selected numbers from the service can be activated for use on Amazon Connect. Once activated the numbers will use Amazon Connect for both inbound and outbound calling. # Porting your phone numbers from your carrier to Amazon Connect Porting your phone numbers Porting phone numbers from your existing carrier to Amazon Connect is a multi-step process. It's important to get started several months in advance of your scheduled go-live date, and have all of your documentation in order. **Topics** + [How to port your numbers to Amazon Connect](about-porting.md) + [ # Documentation requirements for porting numbers to Amazon Connect ](porting-documentation-requirements.md) + [How to verify flows before numbers are ported](verify-flows-before-porting.md) # How to port your numbers to Amazon Connect How to port your numbers to Amazon Connect The following steps are for a typical porting request. This process requires timely communication to make progress. If you take longer than 30 days to respond to requests for information, your porting request may be cancelled, rescheduled, or restarted from the beginning. **Documentation requirements**: For a list of country-specific requirements for porting numbers, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ## Step 1: Create an Amazon Connect support case **Important** If you are porting multiple numbers from different carriers and countries, submit separate tickets for each set of phone numbers to be ported from different carriers and different countries. This streamlines communications, tracking, and the LOA process. 1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management) to access a pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form. 1. For **Service**, **Connect (Number Management)** should be selected, as shown in the following image. ![\[The create case page completed for a porting request.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/porting-support1.png) 1. For **Category**, choose **Number Porting North America (US/Canada/Mexico)** or **Number Porting Non-North America**. 1. Select the required severity. 1. Choose **Next step: Additional information** 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**, include the following: + Amazon Connect instance ARN. For instructions about how to find it, see [Find your Amazon Connect instance ID or ARN](find-instance-arn.md). If you provide the ARN for a development instance instead of a production instance, you can self-move the phone numbers across instances only if the instances are in the same Region and same AWS account. For limitations and instructions, see [Move an Amazon Connect phone number across instances](move-phone-number-across-instances.md). + Phone number. Use E.164 format for example: [\$1][country code][phone number including area code]. If you are porting more than one phone number, provide at least one of the phone numbers you are porting. + Exact name of the [flow](connect-contact-flows.md) where the numbers must be [mapped](associate-claimed-ported-phone-number-to-flow.md) after receiving porting approval. + Porting Date (yyyy-mm-dd). **Important** Porting requests for USA DID and toll-free numbers cannot be submitted with more than 30 days notification. + Porting time (hh:mm AM/PM Timezone - 12 hour clock) + Your current carrier + The contact information for the person authorized to make changes to your current phone service. **Important** Do not attach any documents that contain personal information. After we review your case, we'll send you a link to our secured storage (Amazon S3) so you can submit required documents. This is described in [Step 3: Submit the required documents by using a link we provide to you](#step3-porting). 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. ## Step 2: Complete Letter of Authorization (LOA) If the phone number qualifies for porting, the Amazon Connect team will provide you a Letter of Authorization (LOA) to be completed by you. Complete all mandatory fields and sign the LOA. Along with the LOA, Telecom regulations in many countries require additional documents to register a number, such as proof of business, proof of address, and proof of ID. For a list of country-specific requirements for porting numbers, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ### How to complete an LOA All portings require the completion of a Letter of Authorization (LOA). The LOA authorizes your current carrier to release your number and allow it to be ported. + A separate LOA is required for numbers from each losing carrier. To complete an LOA, provide the following information: + The numbers to port. + Information about your current carrier, such as their business name and contact information. + Contact information for the person authorized to make changes to your phone service. The name, address, and information you provide on the LOA must match the information on file with your current carrier exactly. To help ensure the porting process goes smoothly, include a copy of the Customer Service Record (CSR) or latest phone bill from your carrier. This will have your name, address, and related telephone numbers on it. Check that the information on your LOA matches your CSR **exactly**. + If you have any questions regarding specific details about your current service, consult with your current carrier to ensure the data is accurate. This will minimize the risk that the LOA is rejected. **Important** Your LOA form must meet the following criteria: It must be legible: clearly written or typed. It must list your company name, the company address, and contact name. This information must match what is on the current carrier's CSR. It must include a traditional handwritten signature: a physical paper documented signed with pen and ink, also known as a wet signature. Most carriers will reject an electronic or printed signature. It must be dated within the last 15 days. If you also want to port toll-free numbers, it must include them as well. Up to 10 toll-free numbers can be listed on the LOA. If you are requesting more than 10 phone numbers be ported, a spreadsheet is required to be attached. Specify "See Attached" on the LOA where the phone numbers would be listed. It must include only those telephony numbers that belong to the same current carrier and in the same country. If you have multiple current carriers and countries, you will need to submit multiple LOAs. To further minimize the risk of having your LOA rejected, see [Common reasons why carriers reject an LOA](porting-documentation-requirements.md#why-port-request-rejected). ## Step 3: Submit the required documents by using a link we provide to you After the Amazon Connect team says you can port phone numbers, you need to submit any required documents. The following steps explain how. **Note** AWS Support provides a secure Amazon S3 link for uploading all requested documents. Do not proceed until you receive the link. **To submit required documents** 1. Open the Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 1. Sign in to your AWS account, then open the Amazon S3 upload link generated specifically for your account. **Note** The link expires after ten days. It is generated specifically for the account that created the case. The link requires an authorized user from the account to perform the upload. 1. Choose **Add Files**, then select the documents required for your request. 1. Expand the Permissions section, and choose **Specify individual ACL permissions**. 1. At the end of the **Access control list (ACL)** section, choose **Add grantee**, then paste the key provided by AWS Support into the **Grantee** box. 1. Under **Objects**, choose the **Read** checkbox, then choose Upload. After you provide the Letter of Authorization (LOA) and any other required documents, Amazon Connect team confirms with your existing phone carrier that the information on the LOA is correct. If the information provided on the LOA does not match the information that your phone carrier has on file, Amazon Connect team contacts you to update the information provided on the LOA. ## Step 4: The porting request goes to the Amazon Connect carrier After you have submitted all required documentation, the Amazon Connect team submits the porting request on your behalf to the winning carrier. + The losing and winning carrier follow an industry standard process to validate the contents of the LOA and submitted documentation. + If the LOA contains discrepancies, it will be rejected and you will need to fix the discrepancies and submit a new LOA. + After the carriers successfully validate the LOA, they will either confirm your requested date or provide an available date for the actual porting. This is known as the "mutually agreed date and time." + You should validate that the "mutually agreed date and time" is correct. **Important** If your LOA contains multiple phone numbers, some numbers may be given different "mutually agreed dates." Check the status and dates/times for each one. Most carriers require that portings are completed during normal business hours. For country-specific business hours, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ## Step 5: Validate number(s) in the instance, assign the phone number to the flow, request service quota increases About 3-4 days before the mutually agreed date and time, the Amazon Connect support team loads the phone number that will be ported into the instance ARN you have provided, and then notifies you. Now it's time for you to perform the following steps: 1. Log into your Amazon Connect admin website and validate that your phone number(s) are listed. For instructions, see [List or export to a CSV the phone numbers claimed to your Amazon Connect instance](list-claimed-phone-numbers.md). 1. [Associate the phone number to the desired flow](associate-claimed-ported-phone-number-to-flow.md) so the phone number will be ready to receive phone calls after the porting is completed. If you require assistance assigning multiple phone numbers to flows, let us know in your support request. **Important** It is expected that you or your partner associate your phone number to the flow. If you want AWS Support to do this on your behalf, note this in your support ticket. You must specify the flow name/ARN to be matched to each phone number. You or your partner must validate that the correct flow has been associated with each phone number. 1. [Submit a service quota request](amazon-connect-service-limits.md) at least five days in advance of the mutually agreed date for any changes to your service quotas required to support your use case. For example, you may need to increase the number of concurrent calls per instance, or enable countries for outbound calling. ## Step 6: Checklist of activities on your porting date The action of porting a number can be disruptive: the process involves updating the routing of phone numbers between carriers across a country or Region, including carriers not involved in the actual porting. In rare cases it can take several hours before all routes across all Telecom carriers are fully updated. ### Steps you perform to minimize disruption to your phone services On the mutually agreed port date and time, perform the following steps: + Double-check that the activities listed in [Step 5](#step4-porting) have been completed: 1. Verify that the number(s) you had ported are in the requested Amazon Connect instance, and they have been assigned to the appropriate flow. 1. Verify that any required service quota increases or changes for your Amazon Connect instance were implemented. For example, increase the number of concurrent calls per instance, or enable countries for outbound calling. + Monitor call traffic from your existing contact center to confirm that incoming traffic has stopped. + Place test calls to your Amazon Connect instance to verify calls are being routed to the correct flows. + Ensure agents are logged in to the Contact Control Panel (CCP) and can answer calls as they are received. + Monitor call traffic to your Amazon Connect instance to confirm that you are receiving the expected levels of traffic. ### Steps the Amazon Connect team performs to ensure a smooth transition 1. After the Amazon Connect team receives confirmation that the porting has been completed, we will perform final testing to confirm that the porting was successful and the phone number is receiving calls to Amazon Connect. 1. After we have completed our testing, we will notify you and ask you to verify the successful completion of the porting. # Documentation requirements for porting numbers to Amazon Connect The Letter of Authorization (LOA) is an industry standard document type used by carriers to authorize the transfer of a phone number from one carrier to another. In many cases, the LOA is specific to the country or region, carrier, or porting relationship between the losing and winning carriers. If your number can be ported, the Amazon Connect team will provide you with the following: + An LOA form appropriate for the situation. + A link to a secure Amazon S3 storage so you can upload the LOA and any other required documents. For more information, see [How to complete an LOA](about-porting.md#how-to-complete-loa). Additionally, regulations in some countries require a local business address and specific documentation to use a phone number. For country specific requirements, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). If this is required, we will ask for this information to be submitted with the completed LOA. ## Common reasons why carriers reject an LOA Common reasons why carriers reject an LOA There are four common reasons that an LOA may be initially rejected by the losing carrier: + Unsatisfactory business relationship This usually means that you have an unpaid balance or the carrier charges a port away fee. After you pay the bill or fee to your carrier, we will resubmit the port request. + Name or address mismatch The information you submitted on your Letter of Authorization (LOA) is different from what's on file with your carrier in their Customer Service Record (CSR). To fix this, contact your existing carrier to update your CSR information, obtain the correct CSR information, or both. Let us know when they update your information and we will resubmit the port request. Or, send us a new LOA with the correct information as provided by your existing carrier. + Number cannot be ported We will work with all Amazon Connect carriers in a Region to support the porting of your numbers. In some cases, however, specific numbers may not be portable because of regulatory restrictions or carrier limitations. In these situations, consider claiming a new number from Amazon Connect. + Missing information One or more fields have been left blank on the LOA. This may include a missing signature, phone number, address information, or other requested information. Review all LOAs before submitting them to ensure that you have filled out all requested data. After the LOA is updated with all the required information, we will resubmit the port request. # Verify flows before porting numbers to Amazon Connect How to verify flows before numbers are ported We recommend that you test your call flows before the mutually agreed date and time of porting. If you would like to test your call flows, we recommend that you claim a direct inward dial (DID) or toll-free phone number available within Amazon Connect and assign it to the call flow for testing. When you are done testing, you can release the number from your instance so you will no longer be charged for it. For instructions, see [Release a phone number from Amazon Connect back to inventory](release-phone-number.md). Until you release the number, you are charged the daily rate associated with claiming a phone number and the per minute rate for telephony minutes used. For more information see the standard pricing for [Amazon Connect service usage and associated telephony rates](https://aws.amazon.com/connect/pricing/). # Troubleshoot issues after porting phone numbers to Amazon Connect After the porting process completes After you have ported your numbers to Amazon Connect, use the topics in this section to troubleshoot issues, or to release numbers you no longer need after porting. **Topics** + [What to do if the ported number isn't receiving calls](not-receiving-calls-after-porting.md) + [Release ported numbers you no longer need](release-ported-numbers-you-do-not-need.md) + [Revert to original carrier after porting](revert-porting-to-original-carrier.md) + [Port numbers away](port-away.md) # Not receiving calls on the phone number ported to Amazon Connect What to do if the ported number isn't receiving calls After the scheduled porting window has completed, if you are not receiving phone calls on the ported phone number, update your support ticket. We will troubleshoot with our carrier to verify the porting status and identify the next steps to resolve issue. Amazon Connect and our carriers make every effort to ensure number porting occurs with minimal downtime and without issues. In most cases, the losing carrier is responsible for initiating the number porting and releasing your number to the winning carrier. In rare situations, a number routing issue can occur, resulting in calls not arriving to Amazon Connect from the carrier. # Release numbers that you ported to Amazon Connect that you no longer need Release ported numbers you no longer need You do not have to keep phone numbers assigned to your Amazon Connect instance. When a phone number is released from your Amazon Connect instance: + You will no longer be charged for it. + You cannot reclaim the phone number. + Amazon Connect reserves the right to allow it to be claimed by another customer. **To release a phone number** 1. Log in to Amazon Connect admin website with an Admin account or a user account that has **Phone numbers - Release** security profile permission. 1. On the navigation menu, choose **Channels**, **Phone numbers**. This option appears only if you have the **Phone numbers - View** permission in your security profile. 1. Choose the phone number you want to release, and then choose **Release**. This option appears only if you have the **Phone numbers - Release** permission in your security profile. If the phone number is associated with a flow, that flow will be deactivated until another number is associated with it. When customers call the phone number you have released, they will get a message that it is not a working phone number. # Revert phone numbers to your original carrier after porting to Amazon Connect Revert to original carrier after porting To complete the porting, the losing and gaining carriers both make configuration changes to pass the phone number ownership. After the porting is complete, the gaining carrier has sole control of the phone number. To move the phone number again, you must complete a new LOA and any required documentation. # Port phone numbers away from Amazon Connect Port numbers away 1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management&categoryCode=phone-number-port-out) to go to the pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form. 1. For **Service**, *Connect (Number Management)* should be selected. 1. For **Category**, *Phone Number Port Out* should be selected. 1. Select the required severity. 1. Choose **Next step: Additional information** 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**: 1. Let us know you're porting away. 1. The name of your Amazon Connect instance and the numbers you are porting away. 1. The name of your new carrier. 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. Here's what happens next: 1. AWS Support contacts you, indicating that you should begin the process with the winning carrier. 1. The winning carrier will request that you provide them with following information: + Proof of ownership of the numbers you want to port away. Provide them with screenshots of the Amazon Connect instance with the phone numbers you want to port away, and screenshots of your AWS bill. + Usually the winning carrier will require a LOA (Letter of Authorization) that you need to complete. It's important that you provide the correct contact details from your AWS bill. 1. The winning carrier will send the request to AWS Support. 1. AWS Support will verify that the request from the winning carrier matches the information we have about who owns those numbers. If all details match **exactly**, we will approve the request. **Important** Verifying the authenticity of the winning carrier's port-out request is critical for the security of your phone number. If the contact details are not correct (for example, there's a name mismatch), your port-out request may be rejected, causing delays and requiring you to resubmit your request. 1. The winning carrier will complete the port-out request on the date and time that you establish with them. Work with the winning carrier to complete the remainder of the port-out process to ensure a seamless transition. # Claim and manage your phone numbers in Amazon Connect Claim and manage your phone numbers The topics in this section explain how to claim an Amazon Connect phone number, list phone numbers claimed to your instance, move a phone number across Amazon Connect instances, and release a phone number. **Topics** + [Claim a phone number in your country](get-connect-number.md) + [Request an SMS-enabled phone number through AWS End User Messaging SMS](sms-number.md) + [Claim a phone number you already own in another country](another-country.md) + [List phone numbers claimed to your instance](list-claimed-phone-numbers.md) + [Claim phone numbers for Asia Pacific (Tokyo)](connect-tokyo-region.md) + [Request numbers or international numbers](number-request.md) + [Move a phone number across instances](move-phone-number-across-instances.md) + [Release a phone number](release-phone-number.md) # Get a local toll-free or DID Amazon Connect phone number Claim a phone number in your country To place or receive calls in your Amazon Connect instance, you need to claim a DID or toll-free phone number. If you did not claim a phone number when you created your Amazon Connect instance, follow these steps to claim one now. ## Claim a number for your contact center Claim a number for your contact center 1. Log in to the Amazon Connect admin website with an Admin account, or an account assigned to a security profile that has **Phone numbers - Claim** permissions. 1. On the navigation menu, choose **Channels**, **Phone numbers**. 1. Choose **Claim a number**. You can choose a toll-free number or a Direct Inward Dialing (DID) number. If you're in the US, you can specify the area code you want for your number, and only available numbers with that area code will be displayed. When numbers are returned, choose one. ![\[The Claim phone number page, DID (Direct Inward Dialing) tab.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tutorial1-claim-number.png) **Note** Create a case by choosing the [Account and billing](https://support.console.aws.amazon.com/support/home#/case/create) option for these situations: If you select a country or region, but no numbers display, you can request additional numbers for the country or region. If you want to request a specific area code or prefix that you don't see listed, we'll try to accommodate your request. The following image shows the **Account and billing** option on the **Create a case** page of the **Support Center** console. ![\[The Account and billing option on the Create a case page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/create-case-support.png) 1. Enter a description for the number and, if required, attach it to a contact flow in **Flow / IVR**. 1. Choose **Save**. 1. Repeat this process until you have claimed all your required phone numbers. 1. After you claim your numbers, [associate them with your flow(s)](associate-claimed-ported-phone-number-to-flow.md). A flow defines the customer experience with your contact center from start to finish. ## How many phone numbers you can claim How many phone numbers you can claim There is a service quota for how many phone numbers you can have in each instance. For the default service quota, see [Amazon Connect service quotas](amazon-connect-service-limits.md). If you reach your quota, but want a different phone number, you can release one of your previously claimed numbers. You cannot claim the same phone number after releasing it. If you need more phone numbers, you can request a service quota increase using the [Amazon Connect service quota increase form](https://console.aws.amazon.com/support/home#/case/create?issueType=service-limit-increase&limitType=service-code-connect). ## Avoid being blocked from claiming or releasing too many numbers Avoid being blocked from claiming or releasing too many numbers If you plan to claim and release numbers frequently, contact us for a service quota exception. Otherwise, it's possible you will be blocked from claiming and releasing any more numbers until up to 180 days past the oldest number released has expired. By default you can claim and release up to 200% of your maximum number of active phone numbers. If you claim and release phone numbers using the UI or API during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you will be blocked from claiming any more numbers until 180 days past the oldest number released has expired. For example, if you already have 99 claimed numbers and a service level quota of 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers until you open an AWS support ticket. ## API instructions for claiming phone numbers API instructions To claim a phone number programmatically: 1. Use the [SearchAvailablePhoneNumbers](https://docs.aws.amazon.com/connect/latest/APIReference/API_SearchAvailablePhoneNumbers.html) API to search for available phone numbers that you can claim to your Amazon Connect instance. 1. Use [ClaimPhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ClaimPhoneNumber.html) API to claim the phone number. Claiming a number by using the [ClaimPhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ClaimPhoneNumber.html) API puts the number in one of the following three states: `CLAIMED`, `IN_PROGRESS`, `FAILED`. 1. Run the [DescribePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribePhoneNumber.html) API to determine the status of your number claiming process. + `CLAIMED` means the previous [ClaimPhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ClaimPhoneNumber.html) or [UpdatePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdatePhoneNumber.html) operation succeeded. + `IN_PROGRESS` means a [ClaimPhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ClaimPhoneNumber.html) or [UpdatePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdatePhoneNumber.html) operation is still in progress and has not yet completed. You can call [DescribePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribePhoneNumber.html) at a later time to verify if the previous operation has completed. + `FAILED` indicates that the previous [ClaimPhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ClaimPhoneNumber.html) or [UpdatePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdatePhoneNumber.html) operation has failed. It will include a message indicating the failure reason. A common reason for a failure may be that the `TargetArn` value you are claiming or updating a phone number to has reached its limit of total claimed numbers. If you received a `FAILED` status from a `ClaimPhoneNumber` API call, you have one day to retry claiming the phone number before the number is released back to the inventory for other customers to claim. **Note** You will not be billed for the phone number during the 1-day period if number claiming fails. ## "We couldn't claim your number" "We couldn't claim your number" Even if it's the first time you've claimed a phone number, it's possible to get this error message when you attempt to claim a number. All the issues that cause this error message require help from AWS Support to resolve. Contact AWS Support and they will provide assistance. For instructions, see [Get administrative support for Amazon Connect](get-admin-support.md). # Request an SMS-enabled phone number through AWS End User Messaging SMS Request an SMS-enabled phone number through AWS End User Messaging SMS **Important** Some countries require phone numbers and sender IDs to be registered for use in the country. It can take up to 15 business days to process a registration request after it is submitted. We strongly recommend you begin this process early. For more information about registering, see [Registrations](https://docs.aws.amazon.com/sms-voice/latest/userguide/registrations.html). Using AWS End User Messaging SMS, you can request new SMS-enabled phone numbers or reuse existing SMS-enabled phone numbers for use in Amazon Connect. You can request short codes, 10-digit long codes (10DLC), and toll-free numbers. These are also known as Origination Identities (OIDs). For instructions about procuring a number for SMS messaging, see [Requesting a phone number](https://docs.aws.amazon.com/sms-voice/latest/userguide/phone-numbers-request.html) in the *AWS End User Messaging SMS User Guide*. ## Best practices for requesting SMS numbers Best practices + Each type of OID has a different registration process and the leasing costs vary. Review the pricing here: [AWS End User Messaging SMS pricing](https://aws.amazon.com/pinpoint/pricing/#Numbers). + When deciding what type of phone number to request, we recommend considering your throughput needs. SMS messages are delivered in 140-byte sections known as [message parts](https://docs.aws.amazon.com/sms-voice/latest/userguide/sms-limitations-mps.html). Your throughput rate is the number of message parts that you can send each second. + **1–3 message parts per second**: Use a toll-free number. We recommend using a 10DLC number or short code if your throughput needs will exceed these limits as you expand your use cases. These number types provide plenty of room for growth, but also cost more and currently take longer to obtain than a toll-free number. For more information about requesting a toll-free number in Amazon Pinpoint, see [Requesting a phone number](https://docs.aws.amazon.com/sms-voice/latest/userguide/phone-numbers-request.html). + **10–75 message parts per second**: Use a 10DLC number. You can also use a short code, which would provide additional room for growth, but would also cost more. For more information, see [Requesting dedicated long codes for SMS messaging with Amazon Pinpoint SMS](https://docs.aws.amazon.com/sms-voice/latest/userguide/phone-numbers-long-code.html). + **100 message parts per second or more**: Use a short code. When you create your request in the AWS Support Center Console, specify the throughput rate that you want your short code to support. By default US short codes support 100 message parts per second, but the throughput rate can be increased beyond that rate for an additional monthly fee. For more information, see [Requesting short codes for SMS messaging with Amazon Pinpoint SMS](https://docs.aws.amazon.com/sms-voice/latest/userguide/phone-numbers-request-short-code.html). + Request at least one of the above OIDs as a `TRANSACTIONAL` number from Amazon Pinpoint. + Be sure to provide all of the information requested during the registration process. There are no exceptions to the questions being asked. **Important** Providing incomplete or inaccurate information will increase the registration time. Your registration will need to be edited and returned to be reviewed again. Registration for all types of OIDs in the US are managed by a third-party registrar. Amazon does not review applications. + Toll-free phone number registration requires the least amount of time to procure. + Review the [10DLC registration process](https://docs.aws.amazon.com/sms-voice/latest/userguide/registration-10dlc.html) explained in the *AWS End User Messaging SMS User Guide*. # Claim for Amazon Connect a phone number you already own in another country Claim a phone number you already own in another country Let's say your business is located in Germany. You also have agents in Japan to serve customers who live there, and you need a Japanese phone number for that contact center. To claim a phone number that you already own in another country, use the following steps to create a support case. To claim a number that you don't already own in another country or Region, see [Request numbers or international numbers for Amazon Connect](number-request.md). 1. Go to [Create case](https://console.aws.amazon.com/support/cases#/create). 1. Choose **Service quota increase**. 1. In **Limit type** select **Amazon Connect**. 1. In **Use case description**, provide the address of your business that's located in the other country. 1. In **Contact options**, choose whether we should contact you by email or phone. 1. Choose **Submit**. We'll contact you to help with your request. # List or export to a CSV the phone numbers claimed to your Amazon Connect instance List phone numbers claimed to your instance You can list the phone numbers claimed to your Amazon Connect instance by using the Amazon Connect admin website, or by using the [ListPhoneNumbersV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_ListPhoneNumbersV2.html) API. **To list phone numbers by using the Amazon Connect admin website** 1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/. 1. On the navigation menu, choose **Channels**, **Phone numbers**. The list of phone numbers claimed to your Amazon Connect instance is displayed. **To download phone numbers to a CSV file** 1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/. 1. On the navigation menu, choose **Channels**, **Phone numbers**, **Download CSV**. + ALL of the phone numbers listed on that page are downloaded to the CSV file, regardless of which ones are selected. + It does not download all of the phone numbers claimed by your Amazon Connect instance. + To download numbers listed on a page 2 of results, you need to paginate to page 2 and then choose **Download CSV** again. ![\[The Phone numbers page, the Download CSV button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/download-phonenumbers-csv.png) # Claim phone numbers for Amazon Connect in the Asia Pacific (Tokyo) Region Claim phone numbers for Asia Pacific (Tokyo) To claim a phone number for an Amazon Connect instance you create in the Asia Pacific (Tokyo) Region, open an AWS support case and provide documentation that your business is located in Japan. **Important** You must provide three pieces of required documentation. For a list of acceptable identification, see [Japan (JP)](phone-number-requirements.md#japan-requirements), in the [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md) topic. You cannot claim numbers for personal use, only for business use. Amazon Connect supports claiming the following phone numbers for instances created in the Asia Pacific (Tokyo) Region. + **Direct Inward Dialing (DID) numbers**—DID numbers are also referred to as local numbers. + 050 prefix numbers. + 03 prefix for numbers in Tokyo. + 06 prefix for numbers in Osaka. + **Toll Free numbers** + 0120 prefix numbers. + 0800 prefix numbers. Amazon Connect does not offer phone numbers for other cities in Japan at this time. **Note** When you claim a toll free phone number for Amazon Connect, there is no corresponding DID number with a 03 prefix also assigned, as with other toll free numbers in Japan. If you need to use a DID number, you can claim one in Amazon Connect. # Request numbers or international numbers for Amazon Connect Request numbers or international numbers **Important** To purchase and own a phone number, country or region regulations often require: A local office address. Specific identification documents. For identification requirements by country, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). In most countries it takes 2-6 weeks for us to fulfill your request. In some cases it can take up to 60 days. If you need a number by a certain date, let us know in your AWS Support case. **Note** Amazon does not provide the following: Premium rate or higher cost services Vanity numbers such as 1-888-555-0000 or an exact number If you want these services we recommend you contract with specialist providers. For premium rate services you can route calls into Amazon Connect DIDs following local country regulations. For vanity numbers, after you've purchased them you can move these numbers across to Amazon Connect by porting them. To request international phone numbers that require documentation, or numbers not available within a specific region, create an AWS Support case. In the support case, you must specify exactly how many numbers you want for each country. Submit an Amazon Connect support ticket to verify if your phone number can be ported to Amazon Connect. 1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management) to access a pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form. 1. For **Service**, **Connect (Number Management)** should be selected. 1. For **Category**, **Special Phone Number Request** should be selected. 1. Select the required severity. 1. Choose **Next step: Additional information** 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**, include as much information as possible about your request. If you don't know all of these details, you can leave information out. **Important** Do not attach any documents that contain personal information. After we review your case, we'll send you a link to our secured storage (Amazon S3) so you can submit the required documents. This is described in step 10 below. 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. They will provide a link to our secured storage (Amazon S3) so you can submit the required documents. After your request is approved, the exact number of requested phone numbers appear in your Amazon Connect console for you to claim. You won't have access to all available numbers in that country. # Move an Amazon Connect phone number across instances Move a phone number across instances You can move a phone number from one Amazon Connect instance or traffic distribution group to another Amazon Connect instance or traffic distribution group in the same AWS account and Region, different AWS accounts, or different Regions. Amazon Connect supports the following scenarios for migrating phone numbers: + Both Amazon Connect instances are in the same AWS Region and AWS account. In this scenario, you can move the numbers yourself. + The old and new Amazon Connect instances are in different Regions, but same account. AWS Support must migrate the numbers for you. + The old and new Amazon Connect instances are in same AWS Regions but different AWS accounts. AWS Support must migrate the numbers for you. **Topics** + [ ## Important things to know ](#move-number-important) + [ ## Self-move: same Region and AWS account ](#move-number-same-region-account) + [ ## Different Regions and/or AWS account ](#move-number-different-region-account) ## Important things to know Important things to know The following information applies to phone number migrations that are performed by AWS Support. + If your new instance ARN belongs to traffic distribution group, you need to provide AWS Support with the instance and traffic distribution group ARNs. To obtain the traffic distribution group ARN, run a [list-traffic-distribution-groups](https://docs.aws.amazon.com/cli/latest/reference/connect/list-traffic-distribution-groups.html) CLI command. + AWS Support can schedule migrations anytime between Monday and Friday. Exceptions to this are local National Holidays when no phone number migrations can be scheduled. + When the migration date and time arrives, you must make sure the phone number is no longer configured as the outbound callback number on any of your queues. Otherwise, this will prevent AWS Support from migrating the number and it may delay the process. + The migration of each phone number takes between 20-30 minutes. During a phone number migration, **calls may be blocked and may fail for the number being migrated**. + To eliminate additional downtime, if you're associating a flow to a migrated phone number in the new Amazon Connect instance, make sure the flow exists and is published in the new Amazon Connect instance. Provide AWS Support with the flow ARN so they can associate it with the phone number when they do the migration. + Depending on the phone number, migration might not be possible. You'll be contacted through your AWS Support case if this applies to your request. Refer to the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf) for regional availability of phone numbers in certain countries. + After your phone number is migrated, you must set the outbound number on your queues. This cannot be done by AWS Support. AWS Support will request that you acknowledge and understand the above information before they schedule your phone number migration. ## Self-move: same Region and AWS account Self-move: same Region and AWS account When both Amazon Connect instances are in the same Region and AWS account, you can move the phone number yourself by using the [ListPhoneNumbersV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_ListPhoneNumbersV2.html) and [UpdatePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdatePhoneNumber.html) APIs. **Note** If you receive errors when running AWS CLI commands, make sure that you're using the [most recent AWS CLI version](https://docs.aws.amazon.com/cli/latest/userguide/cli-chap-troubleshooting.html). For instructions and sample CLI commands, see [How do I migrate phone numbers from one Amazon Connect instance to another?](https://repost.aws/knowledge-center/connect-migrate-phone-number) ## Different Regions and/or AWS account Different Regions and/or AWS account When the old and new Amazon Connect instances are located in different Regions, but the same AWS account, complete the following steps to create a single AWS Support case. When the old and new Amazon Connect instances belong to different AWS accounts, create two AWS Support cases, one from each account, following the same steps. 1. Sign in to your AWS account and then click [here](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management) to access a pre-populated form in the AWS Support console. 1. In the form, for **Service**, select **Connect (Number Management)**. 1. For **Category**, select **Phone Number Migration**. 1. Choose the appropriate severity. 1. Choose **Next step: Additional information**. 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**, include as much information as possible about your request, including the phone numbers (in E164 format) and a flow, if you want Support to assign your numbers after the migration completes. 1. Under **Help us resolve your case faster**, provide all of the required information such as the source and destination instance ARNs and your desired migration date and time, including timezone. 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. # Release a phone number from Amazon Connect back to inventory Release a phone number If you want a different phone number, or have extra numbers that you aren't using, you can release them back to inventory. You can do this using the Amazon Connect console, or programmatically by using the [ReleasePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ReleasePhoneNumber.html) API. When a phone number is released from your Amazon Connect instance: + You will no longer be charged for it. + You cannot reclaim the phone number. + Amazon Connect reserves the right to allow it to be claimed by another customer. **Tip** If you want to close your Amazon Connect account, do these steps for all of your phone numbers. This will ensure you aren't billed if people erroneously call numbers that you've claimed, and initiate your flows. You may also want to [delete your instances.](delete-connect-instance.md) **To release a phone number** 1. Log in to Amazon Connect admin website with an Admin account or a user account that has **Phone numbers - Release** security profile permission. 1. On the navigation menu, choose **Channels**, **Phone numbers**. This option appears only if you have the **Phone numbers - View** permission in your security profile. 1. Choose the phone number you want to release, and then choose **Release**. This option appears only if you have the **Phone numbers - Release** permission in your security profile. If the phone number is associated with a flow, that flow will be deactivated until another number is associated with it. When customers call the phone number you have released, they will get a message that it is not a working phone number. **To use the ReleasePhoneNumber API** + Releasing a number by using the [ReleasePhoneNumber](https://docs.aws.amazon.com/connect/latest/APIReference/API_ReleasePhoneNumber.html) API puts the number in a cool down period for up to 180 days. The phone number cannot be searched for or claimed until after the cool down period ends. **Note** You will not be billed for the phone number during the 180-day cool down period. ## Avoid being blocked from claiming or releasing too many numbers Avoid being blocked from claiming or releasing too many numbers If you plan to claim and release numbers frequently, contact us for a service quota exception. Otherwise, it's possible you will be blocked from claiming and releasing any more numbers until up to 180 days past the oldest number released has expired. By default you can claim and release up to 200% of your maximum number of active phone numbers. If you claim and release phone numbers using the UI or API during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you will be blocked from claiming any more numbers until 180 days past the oldest number released has expired. For example, if you already have 99 claimed numbers and a service level quota of 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers until you open an AWS support ticket. # Use caller identification to personalize customer interaction Use caller identification to personalize customer interaction You can provide a personalized experience for your customers by using metadata attributes that provide information related to call origination. For example, you can look up a customer's contact ID, and welcome them with a personalized greeting. **Important** Features that are provided by Amazon Connect or third parties may rely on call data for identifying inbound callers for personalizing customer interaction or detecting fraud and may be subject to additional terms and conditions. Network-related call data that is not displayed to call recipients may not be used for any purpose other than fraud detection. ## Use telephony call metadata attributes Use telephony call metadata attributes The following table lists the available telephony call metadata attributes. For information about using attributes, see [Use Amazon Connect contact attributes](connect-contact-attributes.md). | Attribute | Description | Type | JSONPath Reference | | --- | --- | --- | --- | | P-Charge-Info | The party responsible for the charges associated with the call. | System | \$1.Media.Sip.Headers.P-Charge-Info | | From | The identity of the end user associated with the request. | System | \$1.Media.Sip.Headers.From | | To | Information about the called party or the recipient of the request. | System | \$1.Media.Sip.Headers.To | | ISUP-OLI | Originating Line Indicator (OLI). Shows the type of line placing call (for example, PSTN, 800 service call, wireless/cellular PCS, payphone). | System | \$1.Media.Sip.Headers.ISUP-OLI | | JIP | Jurisdiction Indication Parameter (JIP). Indicates geographic location of caller/switch. Example value: 212555 | System | \$1.Media.Sip.Headers.JIP | | Hop-Counter | Hop Counter. Example value: 0 | System | \$1.Media.Sip.Headers.Hop-Counter | | Originating-Switch | Originating Switch. Example value: 710 | System | \$1.Media.Sip.Headers.Originating-Switch | | Originating-Trunk | Originating Trunk. Example value: 0235 | System | \$1.Media.Sip.Headers.Originating-Trunk | | Call-Forwarding-Indicator | Call Forwarding Indicators (for example, Diversion header). Indicates domestic or international origin of call. Example value: sip:\$115555555555@public-vip.us2.telphony-provider.com;reason=unconditional | System | \$1.Media.Sip.Headers.Call-Forwarding-Indicator | | Calling-Party-Address | Calling Party Address (number). NPAC dip shows true line type and native geographic switch. Example value: 15555555555;noa=4 | System | \$1.Media.Sip.Headers.Calling-Party-Address | | Called-Party-Address | Called Party Address (number). Example value: 15555555555;noa=4 | System | \$1.Media.Sip.Headers.Called-Party-Address | | SIPREC metadata | SIPREC metadata XML received by Amazon Contact Lens connector | System | \$1.Media.Sip.SiprecMetadata | ## Troubleshoot issues Troubleshoot issues The availability of telephony metadata is not consistent across all telephony providers and may not be available in all cases. Before opening an AWS Support case: + If you are missing data on all calls required by a third-party Amazon Connect Ready service, check that you followed the service configuration guide provided by the third party. If you need to open a AWS Support case, provide the following information: + **Service** = **Amazon Connect** + **Quota** = **3rd-Party Number Mapping** + **Case description** box: + State that you have confirmed you have a phone number with the required setup. + Enter the name of your Amazon Connect Ready service provider + Describe the telecoms metadata issue you are encountering. The following images show an example case and where you enter this information. ![\[The AWS Support case for requesting third-party number mapping.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3rd-party-mapping.png) ![\[The case description box for requesting help with third-party number mapping.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/case-description.png) + If you're getting partial data on a percent of calls as part of normal service calls: Note that data is not available on all calls. Certain fields, such as ISUP-OLI, are only present based on specific routes through networks. It's not possible to guarantee data will be available for all calls. # Map third-party numbers to your Amazon Connect account Third-party numbers In some countries you may need to obtain a third-party phone number that is hosted directly by a carrier in that country instead of being hosted by Amazon Connect. The carrier is interconnected with Amazon Connect and provides billing services. In these situations you need to open a ticket to AWS Support to map your AWS account ID and Amazon Connect instance to the phone number. **To map third-party numbers to your account** Submit an Amazon Connect support ticket to map third-party numbers. Following are instructions if you don't have an AWS Support account. 1. Go to [Support Center](https://console.aws.amazon.com/support/home) and choose **Create a case**. 1. Choose **Account and billing**. 1. In the **Service** box, use the dropdown list to choose **Connect (Number Management)**. 1. In the **Category** box, choose **3rd Party Mapping**. 1. In the **Severity** box, select the severity for your situation. 1. Choose **Next step: Additional information**. 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**, include as much information as possible about your request, such as your instance ARN, phones numbers, flows, and more. **Important** Do not attach any documents that contain personal information. After we review your case, we'll send you a link to our secured storage (Amazon S3) so you can submit the required documents. This is described in step 12 below. 1. Under **Help us resolve your case faster**, provide all of the required information. 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. They will provide a link to our secured storage (Amazon S3) so you can submit required documents. # Amazon Connect support of the inbound only UIFN service UIFN service support - Inbound only A Universal International Freephone number (UIFN) is a unique **inbound only** freephone number that can be used throughout the world. It provides toll-free calling from international locations to your contact center. Amazon Connect supports UIFN in more than [60 countries](#list-of-uifn-countries) that are registered with the International Telecommunications Union, an organization that supports the administration of the UIFN service. **Note** Amazon Connect allows you to enable UIFNs in as many countries as you need, however, it requires a minimum of 5 countries. A UIFN is composed of a 3-digit country code for a global service application, such as **800**, and an 8-digit Global Subscriber Number (GSN). This results in an 11-digit fixed format. For example, your UIFN could be \$1800 12345678, where 12345678 is your number. Due to the special nature of UIFN, attempting to call a UIFN from Amazon Connect in a "loopback mode" is not supported. UIFNs are designed to be called from end phone configurations in the country's public telephone network. ## How to get a UIFN How to get a UIFN To request a UIFN within a specific AWS Region, create an AWS Support case. In the support case, provide the following information. + Choose the countries you want to enable from the [list of available countries](#list-of-uifn-countries). + The Amazon Connect instance(s) associated with the new UIFN numbers. Amazon Connect can support routing numbers to multiple Regions, such as Australia to the Asia Pacific (Sydney) Region, United States to a US Region, or if desired to a single global instance. + The required ID verification for your country. Most countries subscribe to [standard ID verification requirements](phone-number-requirements.md#uifn-requirements) for ordering UIFN numbers. However, we recommend checking [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md) for your country to be sure. For number portability, after you open a case, Amazon will provide you with *Service Provider Change Authorization and Designation of Agency* document. Amazon Connect can route UIFNs to multiple AWS Regions. For example, if a UIFN is enabled for Australia, it can be routed to your Amazon Connect instance that is located in the Asia Pacific (Sydney) Region. If a UIFN is enabled for **more** countries, each country can be routed to your Amazon Connect instance, which may be in any supported AWS Region. The following image shows the body of a sample UIFN request submitted to AWS Support. This request is for two UIFNs. The first is for a UIFN that is enabled for Argentina, Brazil, and Colombia, and connected to an Amazon Connect instance in the US West (Oregon) Region. The second request is for a UIFN that is enabled for Japan, Australia, and New Zealand and connected to an Amazon Connect instance located in the Asia Pacific (Singapore) Region. ![\[A support case requesting two UIFNs.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/uifn-example-request.png) **Important** **UIFN is an inbound-only service**. Before opening a ticket to request a UIFN: Ensure you understand that this number cannot be used for outbound. Check the National reachability of the country in the following section. Full National reachability means the UIFN reaches all local (in-country) networks. UIFNs in some countries have limited reachability and will only work with specific carriers/networks where you need to use different codes to dial the number (for example, Japan). ## Countries that support UIFNs Countries that support UIFNs | Country | How to dial a UIFN and Reachability | How many days it takes a UIFN to be set up | | --- | --- | --- | | Argentina | 00-800-XXXX-XXXX National reachability: all fixed networks | 10-25 | | Australia | 0011-800-XXXX-XXXX National reachability: Optus, Telstra, Vodafone mobile | 10-30 | | Austria | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Belgium | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Brazil | 0021-800-XXXX-XXXX National reachability: full Activation of international direct dialing service is required for calling parties for both fixed and mobile lines. The subscriber must have enabled the use of Embratel/Claro's international selection code (0021). | 20-30 | | Bulgaria | 00-800-XXXX-XXXX National reachability: full | 10-20 | | Canada | 011-800-XXXX-XXXX National reachability: full Calling from payphones is not supported. | 20-40 | | China | 00-800-XXXX-XXXX National reachability: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/uifn-service.html) | 20-40 | | Colombia | Dialing format: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/uifn-service.html) National reachability: full | 30-60 | | Costa Rica | 00-800-XXXX-XXXX National reachability: full | 15-30 | | Croatia | 00-800-XXXX-XXXX National reachability: all fixed; T-Mobile network | 20-30 | | Czech Republic | 00-800-XXXX-XXXX National reachability: full | 20-30 | | Denmark | 00-800-XXXX-XXXX National reachability: full | 10-20 | | Estonia | 00-800-XXXX-XXXX National reachability: full | 15-25 | | France | 00-800-XXXX-XXXX National reachability: full, including Monaco | 10-15 | | French Guiana | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Germany | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Greece | 00-800-XXXX-XXXX National reachability: all fixed; Cosmotel mobile network | 10-15 | | Guadeloupe | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Hong Kong | 006-800-XXXX-XXXX National reachability: full CLI not guaranteed. | 20-40 | | Hungary | 00-800-XXXX-XXXX National reachability: full Activation of international direct dialing service is required for calling parties for both fixed and mobile lines. Airtime charges may apply when calling from mobiles. | 10-15 | | Iceland | 00-800-XXXX-XXXX National reachability: all fixed; Iceland Telecom, IMC, Vodafone mobile networks. | 10-20 | | Israel | Dialing format: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/uifn-service.html) National reachability: full | 20-50 | | Italy | 00-800-XXXX-XXXX National reachability: all fixed networks, including Vatican and San Marino | 10-15 | | Japan | Dialing format: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/uifn-service.html) National reachability: full | 20-40 | | Latvia | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Lithuania | 00-800-XXXX-XXXX National reachability: all fixed networks; Telia LT mobile | 15-30 | | Luxembourg | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Macao | 00-800-XXXX-XXXX National reachability: full | 15-25 | | Macedonia | 00-800-XXXX-XXXX National reachability: MakTel fixed, T-Mobile network | 40-60 | | Malta | 00-800-XXXX-XXXX National reachability: GO and VANILLA fixed networks. GO mobile networks. | 10-15 | | Martinique | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Mayotte | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Monaco | 00-800-XXXX-XXXX National reachability: full | 20-30 | | Netherlands | 00-800-XXXX-XXXX National reachability: full | 10-15 | | New Zealand | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Peru | 00-800-XXXX-XXXX National reachability: America Moviles, Nextel, Telefonica Moviles, TESAM, Globalstar networks. Telefonica del Peru fixed and mobile network | 30-50 | | Philippines | 00-800-XXXX-XXXX National reachability: all fixed networks | 10-15 | | Portugal | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Reunion | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Romania | 00-800-XXXX-XXXX National reachability: Orange fixed and mobile network, Rodasy fixed and mobile network, Romtelekom fixed and mobile network, Cosmote mobile network | 10-30 | | Saint Pierre And Miquelon | 00-800-XXXX-XXXX National reachability: full | 30-60 | | Singapore | 001 800 XXXX XXXX Activation of international direct dialing service is required for calling parties of both fixed and mobile lines. Airtime charges may apply when calling from mobiles. Calling from Starhub payphones is not supported. | 20-30 | | Slovakia | 00-800-XXXX-XXXX National reachability: full | 15-30 | | Slovenia | 00-800-XXXX-XXXX National reachability: full | 15-30 | | South Africa | 00-800-XXXX-XXXX National reachability: partial Not reachable from MTN and prepaid subscribers. | 10-15 | | South Korea | 002-800-XXXX-XXXX National reachability: full | 10-20 | | Spain | 00-800-XXXX-XXXX National reachability: full Concurrent calls: 100 concurrent calls | 10-15 | | Switzerland | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Taiwan | 00-800-XXXX-XXXX National reachability: full | 10-15 | | Thailand | 001-800-XXXX-XXXX National reachability: full | 10-20 | | United Kingdom | 00-800-XXXX-XXXX National reachability: BT, Vodafone, EE networks | 20-40 | | Uruguay | 00-800-XXXX-XXXX National reachability: full | 15-25 | # Region requirements for ordering and porting phone numbers in Amazon Connect Region requirements for ordering and porting phone numbers Country or region regulations often require a local office address and specific identification documents to purchase and own a phone number. The address that you provide can be the business or personal address where the phone numbers are used. For a list of the telephony capabilities that Amazon Connect provides, see the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf). This guide provides visibility of what regions are supported, and if there are any exceptions to being able to access a country from any commercial region. Following is a list of ID Requirements by country or region for ordering and porting numbers. **All AWS Regions are supported—except Africa (Cape Town) and AWS GovCloud (US-West)—unless noted otherwise**. When you [ request an international number](number-request.md), we'll work with you to submit your documents. **Important** Addresses that can be claimed without presence, such as PO Box addresses, are not valid in any country. After your numbers are ordered or ported, the exact number of requested phone numbers appear on the **Manage Phone numbers** page in the Amazon Connect admin website for you to [manage](get-connect-number.md#get-connect-number1). You won't have access to all available numbers in that country. ## Anguilla (AI) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Antigua and Barbuda (AG) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 268 | Yes | File orders in writing. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable | ### Number portability Porting is not supported. ## Argentina (AR) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$154 800 | No | | | Shared-Cost prefixes: \$154 810 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 2AM-4AM or 10AM-12PM or 3PM-5PM UTC-3 Buenos Aires time | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Australia (AU) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address, a contact name, and phone number. An address in Australia is required | | Toll-free prefixes: \$161 1300, \$161 1800 | No | Your business address, a contact name, and phone number. A global address is acceptable. | ### Number portability **** | Type of number | Portability windows | Required Documents | | --- | --- | --- | | Local telephone numbers | Monday-Friday 8 AM -5 PM AEST/AEDT | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | Toll-free prefixes: \$161 13, \$161 1800 | Monday-Friday 8 AM -3:30 PM AEST/AEDT | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Austria (AT) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Proof of telecom services at your address, which must match the city code requested. Valid forms of proof (must be issued in the past 6 months): [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | National prefixes: \$143 720 | Yes | Proof of telecom services at your address, which must be within the country. Valid forms of proof (must be issued in the past 6 months): [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | Toll-free prefixes: \$143 800 | Yes | Your business name, address, and a copy of the business registration (global).A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Belgium (BE) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Mobile prefixes: \$132 46 | No | | | Toll-free prefixes: \$132 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | **Note** Ordering and porting of \$132 78 national numbers is not supported. ## Bahamas (BS) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 242 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Barbados (BB) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 246 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Bolivia (BO) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | National prefixes: \$1591 50 | No | | ### Number portability Porting is not supported. ## Bonaire (BQ) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$1599 7 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Brazil (BR) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) ### Number portability **** [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) ## Brunei (BN) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Toll-free prefixes | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Canada (CA) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 7 AM to 5 PM CST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Chile (CL) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Legal Business Name (Razón Social): Extract from the commercial register Local Business Address (must be within Chile): Extract from the commercial register showing the legal business address Tax Registration Documentation: Copy of the RUT (Rol Unico Tributario) - Official Chilean tax identification | | Toll-free prefixes | Yes | Legal Business Name (Razón Social): Extract from the commercial register Local Business Address (must be within Chile): Extract from the commercial register showing the legal business address Tax Registration Documentation: Copy of the RUT (Rol Unico Tributario) - Official Chilean tax identification | | Mass Communication Numbers (809 and 600 series) | Yes | Legal Business Name (Razón Social): Extract from the commercial register Local Business Address (must be within Chile): Extract from the commercial register showing the legal business address Tax Registration Documentation: Copy of the RUT (Rol Unico Tributario) - Official Chilean tax identification Additional Requirement: Completed and signed "Declaration of Mass Communications Number Usage - Chile" form | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 9 PM to 3 AM PST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## China (CN) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Colombia (CO) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$157 800 | No | | ### Number portability Not supported ## Costa Rica (CR) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$1506 800 | No | | ### Number portability Not supported ## Croatia (HR) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ## Curaçao (CW) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$1599 9 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Cyprus (CY) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1 357 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Czech Republic (CZ) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1420 800 | Yes | Your business name and address. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 3 PM to 4 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Denmark (DK) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | Yes | Your business name, address, and service description. A global address is acceptable. | | Mobile prefixes: \$145 9x | No | | | Toll-free prefixes: \$145 808 | Yes | Your business name, address, and service description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Dominican Republic (DOM) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | N/A | | Toll-free prefixes: \$11 8xx | No | NA | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Porting is available only for **Local telephone numbers** Monday-Friday 10:00PM to 04:00AM PST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Ecuador (ECU) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | N/A | | Toll-free prefixes: \$1593-180000XXXX | No | N/A | ### Number portability Not supported ## El Salvador (SV) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Businesses must provide their name, address, and RUC/ TaxID number, along with a copy of the business registration and a proof of address. Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months); government documents (issued in the previous year). A local address is required. | | Toll-free prefixes | Yes | Businesses must provide a copy of business registration and a proof of address. Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months); government documents (issued in the previous year). | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 03:00AM to 05:00AM CST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Estonia (EE) ### For ordering phone numbers For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Toll-free prefixes: \$1372 800 | No | | | National prefixes: \$1372 | Yes | Your business address. A copy of the ID/business registration. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Finland (FI) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your residence or business address. Both must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1358 800 | No | | | National prefixes: \$1358 75 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## France (FR) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local geographic telephone numbers: \$133 1, \$133 2, \$133 3, \$133 4, \$133 5 | Yes | A business address in France is required. You must provide a copy of the business registration (KBIS, INPI, or INSEE extract issued in the past 3 months), listing the provided address in France as main business address. | | National multipurpose numbers: \$133 9 7890 | Yes | A business address in France is required. You must provide a copy of the business registration (KBIS, INPI, or INSEE extract issued in the past 3 months), listing the provided address in France as main business address. | | National verified multipurpose numbers (to be used as caller ID by automated calling services): \$133 9 4847 | Yes | A business address in France is required. You must provide a copy of the business registration (KBIS, INPI, or INSEE extract issued in the past 3 months), listing the provided address in France as main business address. | | National multipurpose numbers to be used for communications with a technical platform: \$133 9 3937 | Yes | A business address in France is required. You must provide a copy of the business registration (KBIS, INPI, or INSEE extract issued in the past 3 months), listing the provided address in France as main business address. | | Toll-free prefixes: \$133 801 | Yes | A business address in the European Union is required, as well as a contact phone number. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Number portability is supported for all toll-free prefixes from \$133 800 to \$133 805, geographic prefixes from \$133 1 to \$133 5, and national multipurpose prefixes \$133 9. | ## French Guiana (GF) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Georgia (GE) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | National prefixes: \$1995 70 | No | | | Local telephone numbers: (Tibilisi) | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). You must provide proof of the address. | ### Number portability Not supported ## Germany (DE) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). You must provide a copy of the business registration document (issued in the past 6 months) as proof of address. | | National prefixes: \$149 32 | Yes | A business address in Germany is required. You must provide a copy of the business registration document (issued in the past 6 months) as proof of address. | | Toll-free prefixes: \$149 800 | Yes | Toll-free prefixes are supported for businesses with an address in Germany (thus referred to as numbers answered or terminated inside Germany), or alternatively for businesses with an address outside Germany (thus referred to as answered or terminated outside of Germany). For businesses with an address in Germany (preferred), you must obtain the number directly from the local regulator and then provide your number assignment certificate to Amazon Connect for number activation. Details about the process are provided when you make the request. If your business address is outside of Germany, you must provide a copy of the business registration, which serves as proof of company registration and proof of address. If the business registration document does not show an address, a utility bill (issued in the past 6 months) is also required. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Greece (GR) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). A copy of your business registration in Greece (extracted within the last 12 months). | | Toll-free prefixes: \$130 800 | Yes | Your business address. It must be an address in Greece. A copy of your business registration in Greece (extracted within the last 12 months). | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Guatemala (GT) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | Restrictions | | --- | --- | --- | --- | | Local telephone numbers | No | | | ### Number portability Porting is not supported. ## Guadeloupe (GP) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Honduras (HN) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | Restrictions | | --- | --- | --- | --- | | National DID | No | | | | Toll-free prefixes: \$1504 800 | No | | | ### Number portability Porting is not supported. ## Hong Kong (HK) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Businesses must provide their name, address, a copy of the business registration, and a proof of address. Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months); government documents (issued in the previous year). A local address is required. | | National prefixes: \$1852 58 | Yes | Businesses must provide their name, address, a copy of the business registration, and a proof of address. Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months); government documents (issued in the previous year). | | Toll-free prefixes: \$1852 800 | Yes | Businesses must provide proof of address.Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months). A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | N/A | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Hungary (HU) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). You must provide a copy of the business registration document (issued in the past 6 months) as proof of address. A copy of the ID or passport of an authorized representative is also required. | | Toll-free prefixes: \$136 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Iceland (IS) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address in Iceland. A copy of your business registration in Iceland. | | Toll-free prefixes | No | | ### Number portability Porting is not supported. ## Indonesia (ID) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone number prefixes: \$162 21, \$162 31, \$162 61 | Yes | Your business address, a contact name, and phone number. It must be a local address corresponding to the area code of the telephone number(s). You must also provide a description of how you plan to use the numbers. | | Mobile prefixes: \$162 855 | Yes | Proof of business address, a copy of the ID or passport of an authorized representative, and the business registration. You must also provide a description of how you plan to use the numbers. | | Toll-free prefixes: \$162 800 | No | | ### Number portability Not supported ## Ireland (IE) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). You must provide proof of address (such as a utility bill). | | Toll-free prefixes: \$1353 1800 | Yes | Your business address in Ireland and a copy of the business registration. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Israel (IL) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Italy (IT) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business name, address, and VAT number. You must provide proof of the address along with a copy of the business registration (extracted within the last 6 months). You must provide the following details of an authorized representative: name and address, birth location and data, and nationality and tax code. Also provide proof of the authorized representative's identity, which can be a copy of an ID or passport. The name of the representative must appear on the business registration. A local address in Italy is required. | | Toll-free prefixes: \$139 800 | Yes | Your business name, address, and VAT number. You must provide the following details of an authorized representative: name and address, birth location and data, and nationality and tax code. Also provide proof of the authorized representative's identity, which can be a copy of an ID or passport. A business address in the European Union is required. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | For local numbers: Monday-Friday 6AM to 9AM CET For toll-free numbers: Monday-Friday 6AM-4PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Jamaica (JM) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Japan (JP) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Supported Regions | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | --- | | Asia Pacific (Tokyo) | Local telephone numbers: \$181 3, \$181 6 | Yes | Businesses must provide 3 pieces of documentation: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Copies of these documents should be made into a single ZIP file. | | All | Local number prefixes: \$181 50 | Yes | Businesses must provide 3 pieces of documentation: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Copies of these documents should be made into a single ZIP file. | | All | Toll-free prefixes: \$181 120, \$181 800 | Yes | Businesses must provide the following documentation: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Copies of these documents should be made into a single ZIP file. | ### Number portability **** | Supported regions | Portability windows | Required Documents | | --- | --- | --- | | All for Toll-free prefixes: \$181 120, \$181 800 | Typically the 1st and 15th of the following month. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | | Asia Pacific (Tokyo) for Local telephone numbers: \$181 3, \$181 6 | Typically the 1st and 15th of the following month. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | ## Latvia (LV) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Toll-free prefixes: \$1371 80 | Yes | Businesses must provide a copy of the business registration, along with proof of address within Latvia (issued in the past 6 months). Valid forms of proof: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | National prefixes: \$1371 6 | Yes | Businesses must provide proof of address within Latvia (issued in the past 6 months). Valid forms of proof: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Lithuania (LT) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1370 800 | Yes | Your business address in the country. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Luxembourg (LU) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$1352 27 | Yes | Your residence or business address. It must be a local address corresponding to the area code of the telephone number(s). A contact phone number. | | National prefixes: | Yes | An address in Luxembourg is required. Businesses must provide a copy of the business registration. A contact phone number. | | Toll-free prefixes: \$1352 800 | Yes | Your business name and address. A global address is acceptable. A contact phone number. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Macao (MO) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Macedonia (MK) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Malaysia (MY) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | Toll-free prefixes: \$160 1800 | Yes | Business Registration Documentation. Your business address. A global address is acceptable. | ### Number portability Not supported ## Malta (MT) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Martinique (MQ) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Mayotte (YT) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Mexico (MX) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$152 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET or 2 PM to 4 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Monaco (MC) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## New Zealand (NZ) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$164 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 7 AM to 11 AM NZST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Netherlands (NL) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$131 800 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. Estimated lead time from order to activation is 6 weeks. | | National prefixes: \$131 85 | Yes | Your business address in the country. | | National prefixes: \$131 88 | Yes | You must obtain the number directly from the local regulator and then provide your number assignment certificate to Amazon Connect for number activation. Details about the process are provided when you make the request. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Nicaragua (NI) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Mobile prefixes: \$1505 (7) | No | N/A | ## Nigeria (NG) ### For ordering phone numbers **** | Supported Regions | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | --- | | Africa (Cape Town) | Local telephone numbers | Yes | Businesses must provide a copy of business registration containing a proof of address. Valid proofs of address include: third-party issued bank statements, utility bills (all issued in the previous 6 months); government documents (issued in the previous year). The business address must be inside Nigeria. | ### Number portability Not supported ## Norway (NO) ### For ordering phone numbers **** [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Numbers are available to businesses only, not individuals. The DID type is Landline, instead of Geographic. This is because all formerly geographic numbers are now classified as landline, and do not have a geographic zone. ### Number portability **** | Supported Regions | Portability windows | Required Documents | | --- | --- | --- | | Europe (Frankfurt) Europe (London) | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Panama (PA) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | No | | | Toll-free prefixes: \$1507 800 | Yes | Your business address. You can have a maximum of 5 Panama toll-free numbers per business name. A global address is acceptable | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 12 AM to 2 AM PST | **For porting local numbers**: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) **For porting toll-free numbers**: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Peru (PE) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes: \$151 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 PM to 4 AM PST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Philippines (PH) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Agent location | Acceptable Identification | | --- | --- | --- | --- | | Local telephone numbers: \$163 2 | Yes | The agent must be located within the Philippines. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | Toll-free prefixes:\$163 1800 | Yes | The agent must be located within the Philippines. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | | UIFN | Yes | N/A | Your business name, address and service usage description. A global address is acceptable. | ### Coverage limitations + TFN : National reachability only from: Globe network ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Poland (PL) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | A local address corresponding to the area code of the telephone number(s), and a copy of your business registration as proof of address. | | Toll-free prefixes: \$148 800 | Yes | Your business address in Poland. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 12 AM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Portugal (PT) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). Your tax ID (NIF). You must also submit the required proof of Telecom services being provided at the address. | | National prefixes: \$1351 30 | Yes | Your business address in Portugal. You must also submit the required proof of Telecom services being provided at the address. | | Toll-free prefixes: \$1351 800 | Yes | Your business address, your tax ID, and a copy of the business registration. A business address in the European Union is required. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Puerto Rico (PR) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 787, \$11 939 | No | | | Toll-free prefixes: \$11 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM PST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Reunion (RE) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Romania (RO) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: | Yes | Your address and proof of address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$140 800 | No | | | National prefixes: \$140 376 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM PST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Saba (BQ) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$1599 4 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Saint Pierre and Miquelon (PM) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Serbia (RS) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business name, address and service usage description. A global address is acceptable. | | Toll-free prefixes | No | | ### Number portability Not supported ## Saint Lucia (LC) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Saint Martin (MF) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 758 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Singapore (SG) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | National prefixes: \$165 31 and \$165 6 | Yes | Address required in country. Documents required for company: Company registration documents | | Toll-free prefixes: \$165 1800 | Yes | Your business address. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 9 AM to 5 PM SGT | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | Porting-out DIDs is only possible for contiguous number blocks of 10 numbers (...0 to ...9) due to market practice. ## Sint Eustatius (BQ) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$1599 3 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Sint Maarten (SX) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 721 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Slovakia (SK) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1421 800 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Slovenia (SI) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address. It must be a local address corresponding to the area code of the telephone number(s). | | Toll-free prefixes: \$1386 80 | No | | | National prefixes: \$1386 82 | Yes | An address in Slovenia is required. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## South Africa (ZA) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) ### Number portability **** | Supported Regions | Portability windows | Required Documents | | --- | --- | --- | | Africa (Cape Town) | Monday - Friday 5 PM – 6 PM GMT\$12 (SAST) | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## South Korea (KR) **Note** Ordering and porting numbers in South Korea takes longer than most other countries because of extra steps related to Regulator review, and because the many of the steps must be performed in Korean. For more information about ordering and porting numbers in South Korea, see [Guidelines for porting phone numbers to your Amazon Connect project in South Korea](porting-numbers-sk.md). For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | VoIP prefixes numbers: \$182 70 | Yes | Local customers should provide a copy of their **business (tax office) registration certificate**, which is issued by local tax authorities and shows the company's registered address. Submit an Support ticket to verify the documents for new number(s) ordering. | | Representative numbers: \$182 15, \$182 16 | Yes | Representative number order form is required. Use the form that is provided to you when you make the request. Along with this form, the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the documents for new number(s) ordering. | | Toll-free prefixes: \$182 80 | Yes | Your business address in South Korea. Local customers should provide a copy of their **business (tax office) registration certificate**, which is issued by local tax authorities and shows the company's registered address. Submit an Support ticket to verify the documents for new number(s) ordering. Submit an Support ticket to order a new number. | | Geographic Prefixes: \$182 2 | Yes (via Porting) | Same as for VOIP numbers, but the provided business registration document should reference a physical location associated with \$1822 (Seoul) zone. But if new local numbers are needed due to the Korean regulations requiring new local numbers to be physically installed as legacy services, we recommend you pre-plan migrations and ensure that you request numbers with existing providers that have a minimum of 6 months of physical installation of the number. Amazon Connect can support migration of a large number of DIDs, and can port numbers older than 6 months directly to Amazon Connect. | ### Number portability **** | Type of number | Portability windows | Required documents | | --- | --- | --- | | Geographic Prefixes: \$182 2 (any \$182 number other than \$1821, \$1825, \$1827, \$182308) | Monday-Friday 9 AM to 6 PM KST | New SIP Order Form and SIP Port Form for the existing number(s). Use the forms that are provided to you when you make the request. Documents must be signed by a company employee whose month and year of birth are noted, and the company stamp must be applied. Along with these forms the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | | National Prefixes: \$182 50 | Monday-Friday 9 AM to 6 PM KST | New SIP Order Form and SIP Port Form for the existing number(s). Use the forms that are provided to you when you make the request. Documents must be signed by a company employee whose month and year of birth are noted, and the company stamp must be applied. Along with these forms the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | | Representative numbers: \$182 15, \$182 16 | Monday-Friday 9 AM to 6 PM KST | RN/TFN change form is required. Use the form that is provided to you when you make the request. Along with this form the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | | Toll-free prefixes: \$182 80 | Monday-Friday 9 AM to 6 PM KST | RN/TFN change form required. Use the form that is provided to you when you make the request. Along with this form the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the documents for new number(s) ordering. | | VoIP prefixes numbers: \$182 70 | Monday-Friday 9 AM to 6 PM KST | Effectively, callforward to another \$18270 is possible. New SIP Order Form and SIP Port Form for the existing number(s). Use the forms that are provided to you when you make the request. Documents must be signed by a company employee whose month and year of birth are noted, and the company stamp must be applied. Along with these forms the following documents are required: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) Submit an Support ticket to verify the portability of your number(s). | ## Spain (ES) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address in Spain in the relevant geographic zone, and your company tax ID. A copy of the business registration (Agencia Tributaria or Registro Mercantil). If the address on the business registration is different than the address provided for the telephone numbers, you must also provide a proof of address. | | Toll-free prefixes: \$134 900 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Sweden (SE) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address in Sweden, your VAT number, and a copy of the business registration. | | National prefixes: \$146 77 and \$146 10 | Yes | Your business address in Sweden, your VAT number, and a copy of the business registration. | | Mobile prefixes: \$146 766 | No | | | Toll-free prefixes: \$146 20 | Yes | Your business address in the European Union, your VAT number, and a copy of the business registration. | ### Number portability Number portability is not available for \$146 77 numbers. **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Switzerland (CH) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | Yes | Your business address in the country. A copy of the ID/business registration and a proof of address. | | Toll-free prefixes: \$141 800 | Yes | Your business address and a copy of business registration. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 10 AM to 12 PM CET | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Taiwan (TW) ### For ordering phone numbers For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ## Thailand (TH) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | Restrictions | | --- | --- | --- | --- | | Local telephone numbers | Yes | **For business address inside Thailand**: Business must provide a copy of the ID of a company authorized representative and company certificate. **For business address outside of Thailand**: Proof of business address and proof of ID, such as the business registration. Also, a copy of the ID or passport of an authorized representative. | International caller ID is not guaranteed. | | Toll-free prefixes: \$166 1800 | Yes | Proof of business address and proof of ID, such as the business registration. Also, a copy of the ID or passport of an authorized representative. The address cannot be in Thailand. | | ### Number portability (Re-Routing) **** | Type of Number | Portability windows | Required Documents | | --- | --- | --- | | Local telephone numbers | Monday-Friday 9 AM to 5 PM ICT | The business address must be in Thailand [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Trinidad and Tobago (TT) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 868 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Turks and Caicos (TC) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$11 649 | Yes | An order form is required. Use the form that is provided to you when you make the request. Provide the following information: [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) A global address is acceptable. | ### Number portability Porting is not supported. ## Uganda (UG) ### For ordering phone numbers **** [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) ### Number portability Not supported ## United Kingdom (GB) For UIFN numbers, supports standard [Regions and requirements](#uifn-requirements). ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers: \$144 1, \$144 2 | No | A local address may be required for number orders in certain area codes. | | Mobile prefixes: \$144 7 | No | | | Toll-free prefixes: \$144 800, \$144 808 | No | | | National prefixes: \$144 33, \$144 84 | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | For local (geographic) numbers: Monday-Friday 9AM to 11AM GMT For non-geographic (national, toll-free) numbers: Monday-Friday 9AM to 11AM GMT or 0AM to 4AM GMT | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) When porting \$144 300 numbers, additional documents might be required to prove you are a public sector or non-profit body. | ## United States (US) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers | No | | | Toll-free prefixes | No | | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Monday-Friday 7 AM to 5PM CST | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/phone-number-requirements.html) | ## Uruguay (UY) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon | ## Venezuela (VE) ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | Local telephone numbers\$1\$1 | No | Not applicable | | Toll-free prefixes | No | Not applicable | **\$1\$1National reachability partial** — We offer national inbound reachability with the following local carriers: + CANTV fixed network + Movilnet (mobile network) + Telefonica-Movistar (fixed and mobile network) At the moment, we don't offer inbound national recheabiliy with Digitel (fixed and mobile network). ### Number portability Porting is not supported. ## UIFN requirements ### For ordering phone numbers **** | Type of Number | Are there ID requirements? | Acceptable Identification | | --- | --- | --- | | UIFN | Yes | Your business name, address and service usage description. A global address is acceptable. | ### Number portability **** | Portability windows | Required Documents | | --- | --- | | Preset UIFN times only | Service Provider Change Authorization and Designation of Agency provided by Amazon |