How do I migrate phone numbers from one Amazon Connect instance to another?

Resolution

Note: If you receive errors when you run AWS Command Line Interface (AWS CLI) commands, then see Troubleshooting errors for the AWS CLI. Also, make sure that you're using the most recent AWS CLI version.

Both Amazon Connect instances are in the same AWS Region and AWS account

If the source and destination Amazon Connect instances are in the same Region and account, then use the ListPhoneNumbers and UpdatePhoneNumber APIs.

1. Run the list-phone-numbers command:

   aws connect list-phone-numbers-v2 --instance-id a1b2c3d4-5678-90ab-cdef-EXAMPLE11111 --query 'ListPhoneNumbersSummaryList[?PhoneNumber==`+xxxxxxxxxxx `]'
   [
   {
   "PhoneNumberId": "xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE",
   "PhoneNumberArn": "arn:aws:connect:us-west-2:123456789023:phone-number/xyz80zxy-xyz1-80zx-zx80-11111EXAMPLE",
   "PhoneNumber": "+xxxxxxxxxxx",
   "PhoneNumberCountryCode": "US",
   "PhoneNumberType": "DID",
   "TargetArn": "arn:aws:connect:us-west-2:123456789023:instance/a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",
   "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",
   "PhoneNumberDescription": ""
   }
   ]

   Note: In the output, note the Id parameter. Replace a1b2c3d4-5678-90ab-cdef-EXAMPLE11111 with your instance ID. Replace +xxxxxx with the phone number that you want to migrate.
2. To migrate the phone number, run the update-phone-number command:

   aws connect update-phone-number --phone-number-id [PhoneNumberId] --target-arn [TargetInstanceARN]

   Note: For PhoneNumberId, enter the Id from the previous step. For TargetInstanceARN, enter the ARN of the instance that you want to migrate the phone number to.

To migrate multiple phone numbers, repeat the steps for each phone number that you want to migrate.

Make sure that the number of phone numbers that you migrate doesn't exceed the Phone Numbers per Instance quota on the target instance. You can request a quota increase in the Service Quota console.

The Amazon Connect instances are in different Regions or different accounts

If the source and destination Amazon Connect instances are in different Regions, then create an AWS Support case.

If the source and destination Amazon Connect instances belong to different accounts, then create an AWS Support case from each account.

Include the following information in your support case:

• The source Amazon Connect instance ARN.
• The destination Amazon Connect instance ARN.
• The phone numbers that you want to migrate.
• A requested date and time for migration, and the time zone.

Note: If you want AWS to associate Amazon Connect contact flows with the migrated phone numbers in the destination instance, then include the destination contact flow ARN.

Your requested date and time for migration isn't guaranteed. There's a 15-20-minute downtime for each phone number migration.

Before you open a support case, confirm that the phone numbers that you want to migrate aren't an outbound caller ID.

If you associate the contact flow with a migrated phone number in your destination Amazon Connect instance, then confirm that the contact flow exists. Also confirm that it's published in the destination Amazon Connect instance. If migration isn't possible, then AWS Support contacts you through the support case.