Question

Pega Call - Amazon Connect - Unable to make outbound calls

We are on Version 8.3 and we are using Amazon Connect CTI.

CTI Integration is working fine and we are able to receive inbound calls.

I haven't done any specific configuration for Outbound calls. When i am testing outbound calls by using "Make Call" Control, I am getting an error "Cannot dial third party destination: Phone number is invalid."

Usually, this could be linked to dial plan, but i don't see any way to configure the dial plan.

If i dial the number directly from Amazon Connect dialer, its working.

***Moderator Edit-Vidyaranjan: Updated SR details***

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Correct Answer
October 21, 2019 - 11:44am

ROOT CAUSE
The issue is  with the wrong phone number format saved and also the regular expression present in CPMMakeCall control.

RESOLUTION

1)Save phone number in valid  format
 

 

 

2) In CPMMakeCall control change below regular expression

 

function placeCall(phoneNumber){

 

  // Strip off any non-numeric values from the Phone Number

 phoneNumber = phoneNumber.replace(/[^0-9]/g, '');   to

 

 phoneNumber = phoneNumber.replace(/[^0-9][+]/g, '');  

 

3)”+” has added to make it skip during the phone call.

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Pega
October 19, 2019 - 1:37am

Hi,

When we place an outbound call, the number should be in E.164 format. 

+(CountryCode)(phone number) are you facing issue by dialing the number in this format?

October 21, 2019 - 11:44am

ROOT CAUSE
The issue is  with the wrong phone number format saved and also the regular expression present in CPMMakeCall control.

RESOLUTION

1)Save phone number in valid  format
 

 

 

2) In CPMMakeCall control change below regular expression

 

function placeCall(phoneNumber){

 

  // Strip off any non-numeric values from the Phone Number

 phoneNumber = phoneNumber.replace(/[^0-9]/g, '');   to

 

 phoneNumber = phoneNumber.replace(/[^0-9][+]/g, '');  

 

3)”+” has added to make it skip during the phone call.

Pega
October 21, 2019 - 11:53am

This issue is resolved after making the change in CPMMakeCall control as per the suggestion.