SIP Trunk Setup for Amazon Connect

Use Voyced as an external SIP provider

This guide explains how to connect Voyced telephone numbers and SIP services to Amazon Connect.

Amazon Connect is a managed cloud contact centre. Unlike traditional IP PBX systems, Amazon Connect does not support direct registration to an external SIP provider using a standard username and password.

AWS offers third-party telephone number mapping for approved, interconnected carriers. This requires confirmation and configuration by AWS before your Voyced numbers become available in Amazon Connect.

What You’ll Need

Before you begin, make sure you have:

• Admin access to your Amazon Connect instance

• Access to the AWS Support Centre

• At least one published Amazon Connect contact flow

• Your Voyced SIP details:

  • Account / telephone number: Your-Voyced-DID

  • Service password: YourServicePassword

  • SIP server: sip.voyced.eu

Requirements Before You Begin

• Your Amazon Connect instance must support inbound calling.

• AWS must approve the external carrier connection or third-party number mapping.

• Your Voyced telephone number must be active.

• Your AWS account and Amazon Connect instance ARN must be available.

• You need permission to manage telephone numbers and contact flows.

• Telephone numbers should use full international E.164 format.

Important Compatibility Information

A normal Voyced SIP connection uses:

Amazon Connect does not provide standard SIP registration fields for these details.

Its third-party number mapping service works through AWS-approved carrier connections. Approval for Voyced is not currently confirmed.

SIP Trunk Setup Steps

1. Log in to Amazon Connect

1. Open the AWS Management Console.

2. Navigate to Amazon Connect.

3. Select your Amazon Connect instance.

4. Confirm inbound telephony is enabled.

5. Copy your Instance ARN from the instance details.

You will need the ARN when requesting external carrier support.

2. Request External Carrier Support

Before configuring your Voyced number, ask AWS to confirm whether direct carrier mapping is available.

1. Open the AWS Support Centre.

2. Click Create a case.

3. Select Account and billing.

4. Select:

   • Service: Connect (Number Management)

   • Category: 3rd Party Mapping

5. Enter your Amazon Connect instance details.

Include:

Ask AWS to confirm whether Voyced is eligible for direct third-party carrier mapping, and whether both inbound and outbound services are supported.

Do not include your SIP password in the support request.

3. Confirm the Supported Connection Method

AWS must confirm one of the following:

• Voyced is eligible for direct carrier mapping through an approved interconnection.

• An AWS-approved carrier arrangement is required.

• Direct integration is unavailable for the requested service.

If AWS confirms support, follow the connection requirements provided by AWS and Voyced.

Standard SIP registration alone is insufficient.

Do not configure SIP URI forwarding as a substitute for Voyced authentication.

4. Configure Inbound Number Mapping

This step applies only after AWS has approved the carrier arrangement and mapped your number.

1. Log in to your Amazon Connect administration interface.

2. Navigate to Channels → Phone numbers.

3. Locate your mapped Voyced telephone number.

4. Open its configuration.

5. Confirm the correct international number is displayed.

Example:

If your Voyced number does not appear, contact AWS Support before continuing.

5. Configure Inbound Call Routing

Once the number is available in Amazon Connect:

1. Navigate to Routing → Flows.

2. Create a new inbound contact flow or open an existing one.

3. Configure the required destination:

   • Agent

   • Queue

   • IVR

   • Automated contact flow

4. Save and publish the flow.

5. Navigate to Channels → Phone numbers.

6. Select your mapped Voyced number.

7. Under Flow / IVR, select your published flow.

8. Click Save.

Example:

6. Configure Outbound Calling

Amazon Connect normally places outbound calls through its own managed carrier connections.

Mapping a third-party number does not automatically route outbound calls through Voyced.

Before proceeding, confirm with AWS whether outbound calling through the approved Voyced carrier arrangement is available.

If AWS confirms support, configure the outbound routing according to the approved arrangement.

For normal Amazon Connect outbound calling:

1. Navigate to Routing → Queues.

2. Select the required queue.

3. Open the outbound caller ID settings.

4. Select an approved caller ID number.

5. Save your changes.

To use a Voyced number as the outbound caller ID, AWS may require proof of ownership and approval. Availability depends on the country.

Use full E.164 format, for example:

+442012345678

A custom Voyced caller ID does not mean the outbound call uses the Voyced SIP trunk.

Testing Your Setup

Inbound Test

After AWS confirms the carrier connection:

1. Call your Voyced telephone number from an external mobile phone.

2. Confirm Amazon Connect receives the call.

3. Check the correct contact flow starts.

4. Confirm the call reaches the intended agent, queue, or IVR.

5. Check audio works in both directions.

Outbound Test

If AWS has approved outbound routing through Voyced:

1. Place an outbound call from Amazon Connect.

2. Verify the call uses the agreed carrier route.

3. Confirm the destination telephone rings.

4. Check the caller ID.

5. Confirm audio works in both directions.

If outbound routing through Voyced has not been approved, Amazon Connect will use its configured AWS telephony service instead.

Troubleshooting

Voyced Number Does Not Appear

Check:

• AWS approved the third-party carrier arrangement.

• The correct Amazon Connect instance ARN was supplied.

• The number was mapped to the correct instance.

• The telephone number is active.

SIP Trunk Cannot Register

Amazon Connect does not offer a normal external SIP registration account.

The following credentials cannot be entered directly into a standard Amazon Connect telephone number configuration:

• Your-Voyced-DID

• YourServicePassword

• sip.voyced.eu

Ask AWS about supported carrier interconnection arrangements.

Inbound Call Does Not Reach Amazon Connect

Check:

• AWS carrier mapping status.

• Telephone number assignment.

• Published contact flow.

• AWS telephony permissions and quotas.

• Call routing agreed between AWS and the carrier.

Outbound Calls Do Not Use Voyced

Check whether AWS has explicitly approved outbound calling through the Voyced carrier arrangement.

Amazon Connect normally uses AWS-managed outbound telephony.

Incorrect Caller ID

Check:

• International number format.

• Caller ID country support.

• Proof of number ownership.

• AWS approval for an external caller ID.

Final Tips

• Keep your normal Voyced SIP details available:

  • Your-Voyced-DID

  • YourServicePassword

  • sip.voyced.eu

• Amazon Connect does not provide a standard SIP login/password connection for external trunks.

• Request AWS confirmation before attempting third-party number mapping.

• Do not use SIP URI forwarding as an alternative.

• Confirm inbound and outbound carrier arrangements separately.

• Test both call directions after AWS activates the approved connection.

For standard SIP registration without additional carrier agreements, use a compatible IP PBX, such as 3CX, FreePBX, Asterisk, FusionPBX or Yeastar, with Voyced as your external SIP provider.

Last updated: 01/10/2026

© Voyced
All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered. 
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what (legal) requirements there may be and they need to comply with when registering Services and/or DIDs with Voyced.