What are Amazon Connect “soft” Limits?

April 9th, 2020

Only Ten Phone Calls?

If you are attempting to setup an Amazon Connect instance you need to understand some limiting parameters.  These are what Amazon terms “soft limits”.  This means that you can request an increase through technical support.   If you start testing your new instance and find that you cant make an inbound phone call, one of the first things to check is the soft limits for the number of simultaneous phone calls, which are limited to 10 out of the box.   This is done for reasons that you would understand if you take the time to think it through.  Anybody can log into AWS and create a new call center.   Yes you have to put in a credit card, but hackers can get credit cards all day long and make use of them before anybody knows what happened!   Remember the days of heavy spam mail?  Your mail server gets hacked and before you know it 1M emails are being flooded out from you IP before you get black listed and they move to the next webserver hack.

Other Soft limitations

There are some other soft imitations in which you can request am increase.  These include, but are by no means a complete list:

  • Activ Chats per instance
  • Amazon Connect Instances per Account
  • API Request Rate
  • Concurrent Active Calls Per instance
  • Contact flows per instance
  • Country Whitelisting of Outbound calls
  • Groups per level
  • Hours of Operation Per instance
  • Phone Number Porting
  • Phone numbers per instance
  • Prompts per instance
  • queues per instance
  • queues per routing profile
  • quick connects per instance
  • reports per instance
  • routing profiles per instance
  • scheduled reports per instance
  • security profiles per instance

Other AWS Soft Limitations

The above limitations are specifically related to Amazon Connect.  You should note that many other service in AWS also have ‘soft limitations”.   For example if your are going to configure Voice Mail in your Amazon Connect instance that enable wav files to be sent via email or SMS, your SMS delivery may be limited by your spending limit. By default, your AWS account’s text messaging spending limit is set to $1.00 per month. You can open a support ticket to increase the value. Email addresses must be verified by Amazon Simple Email Service (SES).

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One response to “What are Amazon Connect “soft” Limits?”

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