Common Error Messages and Their Solutions

1. Error: “We can’t complete the call. Check the phone number and try again.”

This generic error suggests an issue with the configuration or restrictions for the desired destination.

• Cause:
  The phone number’s country or prefix might not be whitelisted for outbound calling.
• Steps to Verify:
  In CCP logs you will see the log entry:

“message”: “Cannot dial third party destination: Phone number is not in dialable countries.”

For more detail on how to Identify Countries Whitelisted for Outbound Calling refer this .

2. Error: “message”: “Cannot dial third party destination: The outbound queue is misconfigured.”

This error indicates an issue with the queue configuration for outbound calls.

• Cause:
  The Outbound Caller Configuration is not properly set in the queue.

• Steps to Resolve:
  a. Navigate to Amazon Connect Console.
  b. Under your instance, review the Queue Settings.
  c. Ensure that the Outbound Caller Configuration is correctly assigned to the queue managing outbound calls.
  d. Test the outbound call after updating the configuration.

• Helpful Resources:
  Refer to Amazon Connect’s Queue Configuration Documentation for detailed steps.

By understanding these common error messages and their underlying causes, you can effectively troubleshoot and optimize your outbound calling setup.