# 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.