Connecting Unified CM to Amazon Connect

See also

Sources

1. 1
   AWS advises against transferring calls to destinations that could transfer them back into Amazon Connect (circular transfers), because PSTN latency compounds.

   Set up your network to use the Connect Customer Contact Control Panel (CCP) · Region selection considerations > External transfers (last sentence) · Checked 2026-09-25
2. 2
   Only numbers claimed or ported to Amazon Connect can be the outbound caller ID number unless AWS Support activates an external number for custom caller ID after proof of ownership.

   Set up outbound caller ID in Connect Customer · Outbound parameters: Set in queue > Outbound caller ID number · Checked 2026-09-25
3. 3
   The CCP shows an Invalid number error when a dialled number is not in E.164 format or the destination country is not allowed for outbound calling on the instance.

   Contact Control Panel (CCP) Issues · CCP invalid number issues · Checked 2026-09-25
4. 4
   The CCP shows Invalid outbound configuration when outbound calling is not enabled on the instance or the queue has no outbound caller ID; agents also need the CCP - Make outbound calls permission.

   Contact Control Panel (CCP) Issues · CCP outbound configuration issues > How to fix · Checked 2026-09-25
5. 5
   In the CCP an agent transfers to an external number by calling it from Quick connects or the number pad, choosing Join once it connects, then choosing Leave to complete the transfer.

   Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) · To transfer to a quick connect or to an external number, steps 1-4 · Checked 2026-09-25
6. 6
   By default an Amazon Connect account can claim and release up to 200% of its phone-number quota in a rolling 180-day period; exceeding that blocks further claims until an AWS support case is opened or the period expires.

   Get a local toll-free or DID Connect Customer phone number · Avoid being blocked from claiming or releasing too many numbers · Checked 2026-09-25
7. 7
   An independent integration guide places Cisco Unified Border Element between Unified CM and the Amazon Connect external voice transfer connector, with CUBE trunking to the connector.inferred

   A Technical Guide to Amazon Connect & Cisco CUCM Integration · External Voice Transfer Connector; Cisco CUBE Role · Checked 2026-09-25
8. 8
   Unified CM called party transformation patterns turn the global form of a called number into the local form an off-cluster gateway or trunk requires.

   System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing > Called party transformation patterns · Checked 2026-09-25
9. 9
   In Unified CM a route list is a prioritised list of paths for a call, and a route group distributes the call to gateways and trunks.

   System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing > Route groups and route lists overview · Checked 2026-09-25
10. 10
    Unified CM matches an external dial string against configured route patterns and sends the call to the gateway or route list that the matching pattern names.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing > Route patterns overview; Configure Route Patterns procedure · Checked 2026-09-25
11. 11
    The Unified CM call routing task flow runs translation patterns and transformation patterns, then optional route groups, route lists and route filters, then route patterns.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Call Routing Configuration Task Flow · Checked 2026-09-25
12. 12
    The Unified CM SIP trunk task flow is: configure SIP profiles, then the SIP trunk security profile, then the SIP trunk.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks > SIP Trunk Configuration Task Flow · Checked 2026-09-25
13. 13
    Encrypted media over a Unified CM SIP trunk requires the SRTP Allowed check box on the trunk.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks > Configure SIP Trunks · Checked 2026-09-25
14. 14
    A Unified CM SIP trunk accepts up to 16 destination addresses (IPv4, IPv6 or FQDN) or a single DNS SRV record.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks > Configure SIP Trunks · Checked 2026-09-25
15. 15
    An encrypted Unified CM SIP trunk uses a SIP trunk security profile with Device Security Mode set to Encrypted and TLS as the incoming and outgoing transport; the default TLS incoming port is 5061.

    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks > Configure SIP Trunk Security Profile · Checked 2026-09-25
16. 16
    A call sent to an agent's desk phone counts as an outbound call from Amazon Connect and costs extra.

    Manage agent desk phone settings with a custom Contact Control Panel · Introduction (second paragraph) · Checked 2026-09-25
17. 17
    When an agent's audio is rerouted to an existing device, Amazon Connect places an outbound call to that device for every call meant for the agent, and a missed answer puts the agent in a missed contact state.

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Rerouting audio · Checked 2026-09-25
18. 18
    Amazon Connect requires phone numbers in E.164 format, for example +18005551212 for a US number.

    Set up outbound caller ID in Connect Customer · Use E.164 format for international phone numbers · Checked 2026-09-25
19. 19
    From May 1, 2025, an external voice transfer connector was priced at $3,100 per month.

    Amazon Connect external voice pricing changes · External Voice Transfer Pricing, first bullet · Checked 2026-09-25
20. 20
    An Amazon Connect external voice connector is billed at $100 per connector per day (US West (Oregon) rate).

    Amazon Connect Customer Pricing Appendix · External voice > External voice connector · Checked 2026-09-25
21. 21
    At launch in December 2024, Amazon Connect external voice transfer was available only in US East (N. Virginia) and US West (Oregon).

    Amazon Connect now supports external voice transfers · announcement, availability sentence · Checked 2026-09-25
22. 22
    The May 2025 pricing change set external voice transfers at $0.005 per minute.disputed

    Amazon Connect external voice pricing changes · External Voice Transfer Pricing, second bullet · Checked 2026-09-25
23. 23
    The current pricing appendix lists external voice minutes at $0.012 per minute, or $0.032 per minute when Amazon Connect unlimited AI is enabled.disputed

    Amazon Connect Customer Pricing Appendix · External voice > External voice minutes · Checked 2026-09-25
24. 24
    Amazon Connect external voice transfer moves voice calls and their metadata between Amazon Connect and another voice system without using the public telephone network.

    Amazon Connect now supports external voice transfers · announcement, first paragraph · Checked 2026-09-25
25. 25
    An external transfer from Amazon Connect stays anchored to the instance's Region for the whole call: per-minute usage accrues until the transfer recipient hangs up, and the call is not recorded after the agent drops or the transfer completes.

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Region selection considerations > External transfers · Checked 2026-09-25
26. 26
    Do not cancel the existing telecom service until the numbers are ported and confirmed working in Amazon Connect; cancelling first can lose the number.

    When do I cancel my current telecom service when porting numbers to Connect Customer? · page body (two sentences) · Checked 2026-09-25
27. 27
    Amazon Connect does not allow anonymous calls, so every queue, including the inbound queue used for agent-initiated external transfers, needs a valid outbound caller ID number or the call fails.

    Set up outbound caller ID in Connect Customer · Outbound parameters: Set in queue > Anonymous caller ID · Checked 2026-09-25
28. 28
    An Amazon Connect instance needs a claimed DID or toll-free phone number to place or receive calls.

    Get a local toll-free or DID Connect Customer phone number · Get a local toll-free or DID Connect Customer phone number (opening paragraph) · Checked 2026-09-25
29. 29
    A claimed or ported Amazon Connect number is attached to a flow on Channels > Phone numbers > Edit Phone number by choosing the flow under Flow / IVR, and only published flows appear in that list.

    Attach a claimed or ported phone number to a flow in Connect Customer · To associate a claimed or ported phone number with a published flow, steps 2-4 · Checked 2026-09-25
30. 30
    Persistent connection is set per agent under Phone > Softphone in user management, works only in Chrome and Edge (not Firefox), and agents cannot turn it off themselves.

    Enable persistent connection for Connect Customer agents · How to configure persistent connection for an agent; FAQ · Checked 2026-09-25
31. 31
    A phone number quick connect invokes no flow, so its outbound caller ID cannot be set per transfer and comes from the queue configuration.

    Create quick connects in Connect Customer · More examples > External quick connects · Checked 2026-09-25
32. 32
    In most cases the losing carrier, not the customer, picks the date and time of a port to Amazon Connect; a preferred date can be requested in the support case.

    How long does it take to port phone numbers to Connect Customer? · Can I choose the port date? · Checked 2026-09-25
33. 33
    Porting numbers from outside the US and Canada to Amazon Connect takes two to six months to complete.

    How long does it take to port phone numbers to Connect Customer? · Outside the US and Canada · Checked 2026-09-25
34. 34
    A port request for US DID or toll-free numbers cannot be submitted more than 30 days before the porting date.

    How long does it take to port phone numbers to Connect Customer? · Important box at top of page · Checked 2026-09-25
35. 35
    Porting US or Canadian numbers to Amazon Connect typically takes two to four weeks after portability is verified and all documents are submitted correctly.

    How long does it take to port phone numbers to Connect Customer? · Inside the US and Canada · Checked 2026-09-25
36. 36
    On the PSTN return path the only context documented as reaching the Unified CM side is the caller ID; the Transfer to phone number block page documents no field for passing other call data.inferred

    Flow block in Connect Customer: Transfer to phone number · Properties (whole section) · Checked 2026-09-25
37. 37
    A phone number quick connect's number is entered starting with the country code, and outbound calls also need an outbound caller ID number set on the queue.

    Create quick connects in Connect Customer · Example: Create a phone number quick connect to a mobile phone · Checked 2026-09-25
38. 38
    Agents see only the quick connects attached to the queues in their routing profile, including the default outbound queue, so a quick connect must be added to a queue on the Edit queue page.

    Create quick connects in Connect Customer · Step 2: Enable agents to see quick connects (and Tip) · Checked 2026-09-25
39. 39
    An Amazon Connect phone number cannot be claimed again after it is released.

    Get a local toll-free or DID Connect Customer phone number · How many phone numbers you can claim · Checked 2026-09-25
40. 40
    The independent guide says Amazon Connect contact attributes can be inserted into custom SIP headers on transfers so the Cisco side keeps customer context.inferred

    A Technical Guide to Amazon Connect & Cisco CUCM Integration · Data Passing Mechanisms > Context-Aware Transfers · Checked 2026-09-25
41. 41
    Community answers disagree on native SIP support: one says external voice transfer provides native SIP transfers out of Amazon Connect, and a later one says inbound SIP trunking from on-premises systems into Amazon Connect is not publicly supported.field report

    Does AWS connect support SIP transfers natively? · answers 1 and 2 · Checked 2026-09-25
42. 42
    The external voice transfer material reached describes Amazon Connect handing calls to another voice system; none of it documents Unified CM (or any PBX) sending new calls into Amazon Connect over a SIP trunk.inferred

    Amazon Connect now supports external voice transfers · announcement (whole text) · Checked 2026-09-25
43. 43
    AWS recommends the domain allowlist (Option 1) for CCP connectivity and testing it with more than 200 calls; an error rate above 2 percent suggests a proxy problem and a move to the IP-range allowlist (Option 2).

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Option 1 (recommended), second paragraph · Checked 2026-09-25
44. 44
    The CCP softphone needs outbound UDP 3478 to the Region's TurnNlb endpoints; without it agents see Failed to establish softphone connection and miss calls.

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Option 1 table (TurnNlb row); Allow DNS resolution for softphones · Checked 2026-09-25
45. 45
    The same independent guide says SIP signalling to Amazon Connect over the public internet must use TLS and media must use SRTP.inferred

    A Technical Guide to Amazon Connect & Cisco CUCM Integration · CUBE Technical Requirements > Encryption Standards · Checked 2026-09-25
46. 46
    The independent guide says CUBE must transcode between G.711/G.729 and Opus for Amazon Connect calls.inferred

    A Technical Guide to Amazon Connect & Cisco CUCM Integration · Codec Handling table · Checked 2026-09-25
47. 47
    For a transfer made while the agent is on a call, caller ID comes from the inbound queue that handled the call and the outbound whisper flow cannot override it; to control it, use a Transfer to phone number block with an explicit caller ID.

    Set up outbound caller ID in Connect Customer · How outbound parameters are selected > Note · Checked 2026-09-25
48. 48
    To set up phone number transfers, create a phone number quick connect (it needs no flow), add it to a queue used for incoming contacts, and make sure that queue is in the transferring agents' routing profile.

    Set up contact transfers in Connect Customer · Overview of steps · Checked 2026-09-25
49. 49
    The Transfer to phone number block can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flows.

    Flow block in Connect Customer: Transfer to phone number · Flow types · Checked 2026-09-25
50. 50
    The Amazon Connect Transfer to phone number flow block handles voice only, takes chat, task and email contacts down its Error branch, and has Success, Call Failed, Timeout and Error branches.

    Flow block in Connect Customer: Transfer to phone number · Supported channels; Configured block · Checked 2026-09-25
51. 51
    When the Transfer to phone number block has no custom caller ID, the external party sees the customer's own caller ID.

    Flow block in Connect Customer: Transfer to phone number · Properties > Caller ID name > Note (final paragraph) · Checked 2026-09-25
52. 52
    A transfer to a phone number fails unless the instance is allowed to call the destination country; countries are added through a service quota increase request.

    Flow block in Connect Customer: Transfer to phone number · Configuration tips (first two bullets) · Checked 2026-09-25
53. 53
    The block's Resume flow after disconnect option returns the caller to the Amazon Connect flow only when the external party hangs up; if the customer hangs up, the whole call ends.

    Flow block in Connect Customer: Transfer to phone number · Properties > Resume flow after disconnect · Checked 2026-09-25
54. 54
    In the Amazon Connect admin website, numbers are claimed from Channels, Phone numbers, Claim a number, choosing a toll-free or DID number, and can be attached to a flow in the Flow / IVR field before saving.

    Get a local toll-free or DID Connect Customer phone number · Claim a number for your contact center, steps 1-5 · Checked 2026-09-25
55. 55
    After you release a claimed Amazon Connect number you cannot claim the same number again.

    Get a local toll-free or DID Connect Customer phone number · How many phone numbers you can claim · Checked 2026-09-25
56. 56
    Number porting must be requested in advance and its duration varies by country and complexity, so Salesforce advises planning it early.

    Prepare for a Partner Contact Center (Trailhead unit) · Implementation Planning / Key Considerations · Checked 2026-09-25
57. 57
    CUBE is a back-to-back user agent that terminates and originates SIP signaling and RTP/RTCP media and connects enterprise VoIP networks to ITSPs.

    Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Overview of Cisco Unified Border Element · Overview of Cisco Unified Border Element, opening sections · Checked 2026-09-25
58. 58
    CUBE provides address and port translation for topology hiding, DTMF, fax, modem and codec transcoding interworking, and delayed-offer to early-offer conversion.

    Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Overview of Cisco Unified Border Element · Overview of Cisco Unified Border Element, feature list · Checked 2026-09-25

Documents

Cite this page

WarmTransfer. (2026, September 25). Connecting Unified CM to Amazon Connect. WarmTransfer. https://warmtransfer.net/guides/cucm-with-amazon-connect

@misc{warmtransfer-cucm-with-amazon-connect,
  title  = {Connecting Unified CM to Amazon Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/cucm-with-amazon-connect},
  note   = {Verified 2026-09-25}
}