View a markdown version of this page

Enable outbound calls in your Connect Customer instance - Amazon Connect Customer

Enable outbound calls in your Connect Customer instance

Before your agents can make outbound calls to customers, you need to set up your Connect Customer instance for outbound communications.

  1. Open the Connect Customer console at https://console.aws.amazon.com/connect/.

  2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Connect Customer URL. The following image shows the Connect Customer virtual contact center instances page, with a box around the instance alias.

    The Connect Customer virtual contact center instances page, the instance alias.

  3. In the navigation pane, choose Telephony under Channels and communications.

  4. To enable outbound calling from your contact center, choose Make outbound calls with Connect Customer.

  5. To enable outbound campaigns, choose Enable outbound campaigns.

  6. By enabling early media audio, your agents can hear pre-connection audio such as busy signals, failure-to-connect errors, or other informational messages from telephony providers, when making outbound calls. Choose Enable early media.

  7. Choose Save.

  8. Ensure agents have the Contact Control Panel (CCP) - Make outbound calls permission in their security profile. For instructions, see Assign a security profile for Connect Customer to a contact center user.

Note

For a list of countries you can call by default based on the Region of your instance, see Countries that call centers using Connect Customer can call by default.

For a list of all countries available for outbound calls based on the Region of your instance, see Connect Customer pricing. If a country is not available in your dropdown menu, open a ticket to add it to your allowlist.