Adding DID numbers means either claiming new ones from Amazon Connect''s pool or porting existing ones from a carrier. Both flows happen in the Amazon Connect console accessible from Service Cloud Voice.
- Open the Amazon Connect Phone Numbers page
In Service Cloud Voice, open the Amazon Connect console. Navigate to Routing, then Phone Numbers.
- Claim a new number
Click Claim a number. Select the country, the type (DID local, DID toll-free, UIFN), and pick from the available numbers. Confirm the claim; the number is yours within minutes.
- Port an existing number (alternative)
Click Port a number to bring in an existing DID. Complete the porting form: current carrier, account number, billing address, Letter of Authorization. Amazon Connect coordinates with your current carrier; expect 2 to 4 weeks for the port to complete.
- Assign the number to a Contact Flow
Once claimed or ported, edit the number and pick a Contact Flow. Incoming calls to this number will enter that flow, which can read the DNIS (the number itself) and branch routing accordingly.
- Test the inbound flow
Call the number from a personal phone. Confirm the call hits the right Contact Flow and routes to the expected queue. Watch the Salesforce screen pop for any agent that picks up.
- Track the number in Salesforce analytics
Build a Salesforce report on the VoiceCall object filtered by DialedNumber. Per-DID call volume and outcomes appear here; use them for campaign attribution and capacity planning.
Local phone numbers from a specific country and area. Per-call minutes billed to the calling party.
1-800, 1-888, 1-877 numbers. Per-call minutes billed to the receiving party (your org).
International toll-free numbers (00800 prefix). Cross-border free for the caller.
An existing DID brought into Amazon Connect from another carrier. Preserves your published number through the transition.
- DID porting takes weeks. Plan the cutover carefully; published numbers cannot ring through during the brief porting window.
- Toll-free numbers are billed per minute received. High-volume support lines can incur significant cost on toll-free that local DID would avoid.
- Number portability requirements vary by country. Porting numbers internationally has more constraints than within one country.
- Amazon Connect number pools are not unlimited. Specialty area codes or vanity numbers may not be available; check before promising a specific number.