Amazon Connect Outbound Campaign Event source not dialing

To troubleshoot your Amazon Connect Outbound Campaign that's not dialing, I recommend checking several key areas:

1. Verify that outbound calling is enabled for your Amazon Connect instance. This is a fundamental requirement for outbound campaigns to work.

2. Check that all necessary resources exist and are properly configured:

• Queue
• Flow
• Amazon Connect source phone number
• Campaign configuration

3. Ensure your Amazon Connect instance is properly configured to allow dialing to the destinations in your CSV file. Check if your instance allows calls to the area codes/countries you're trying to reach.

4. If you're getting a disconnect reason of OUTBOUND_RESOURCE_ERROR, this typically indicates a configuration issue with one of the required resources.

5. For OUTBOUND_DESTINATION_ENDPOINT_ERROR, verify that your Amazon Connect instance is configured to allow calls to the destinations in your file.

6. Check your IAM permissions to ensure you have the necessary permissions for outbound campaigns, including:

• Enable/disable outbound campaigns
• View telephony options
• Enable/Disable telephony options
• View outbound campaigns

7. Review CloudTrail logs to identify any API call failures that might be due to IAM issues or Service Control Policies (SCPs) preventing operations.

8. If you're using a custom KMS key, try using an AWS managed key temporarily to test if the instance settings are correct.

After addressing these potential issues, you may need to use PutDialRequestBatch with a different client token to create new contacts for your destinations.
Sources
Best practices for using PutDialRequestBatch for outbound campaign calling - Amazon Connect Outbound Campaigns
Best practices for using PutDialRequestBatch for outbound campaign calling - Amazon Connect
Unable to enable outbound campaigns in instance. | AWS re:Post