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            Disaster Recovery Limitations

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            Disaster Recovery Limitations

            Service Cloud Voice has some limitations when you set up, activate, or use Disaster Recovery. Consider these limitations before setting up disaster recovery.

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect

            Feature Support during Disaster Recovery

            These Service Cloud Voice features aren’t supported when you use a backup contact center.

            • Universal Call Recordings playback. You can play call recordings only in the contact center where they were created. For example, call recordings created in the backup contact center can't be accessed from the primary contact center.
            • Triggered actions using Einstein Conversation Insights
            • HVS
            • Outbound campaign dialer
            • Service rep real-time metrics
            • Standard reporting
            • Transfer features: 
              • Estimated wait time
              • Custom attributes passed from the initial call

            Limitations for Disaster Recovery

            Disaster Recovery also comes with these limitations.

            • Global sign-in is available only if you have manually integrated Voice with your Amazon Connect instance by importing the contact center definition XML file.
            • Unexpected errors can occur if you update the contact center to a new version when Disaster Recovery is activated. Before you update the contact center, deactivate Disaster Recovery.
            • After Disaster Recovery is enabled, you can’t disable it, which means you’ll continue to incur the cost for this additional service. For billing information, see Service Cloud Voice with Amazon Connect Contractual Limitation.
            • If you try to update the outbound phone number for an Amazon Connect queue using the AWS Console, the update isn’t saved. As a workaround, to update the outbound caller ID for the queue, perform these steps.
              1. Verify that the AWS CLI points to the primary region. 
              2. Open AWS CLI.
              3. To get the phone number ARN, run the aws connect list-phone-numbers-v2 command.
                Note
                Note To ensure that the command lists numbers claimed to all the Amazon Connect instances belonging to your account in the same AWS region as the request, don’t specify a target ARN.
              4. To update the queue’s outbound phone number with the phone number from PhoneNumberArn, run the update-queue-outbound-caller-config command. Use the phone number ARN from the previous command, update the other parameter values as appropriate. 
                aws connect update-queue-outbound-caller-config --instance-id 0ff4b5b2-a757-XXXX-XXXX-XXXXXXXXXXXX --queue-id d5db663c-0e89-45da-8613-8e4e64252edd --outbound-caller-config OutboundCallerIdName=BasicQueue3,OutboundCallerIdNumberId=arn:aws:connect:us-west-2:814125432941:phone-number/e32e5abc-5f5e-445b-8f43-2ba972f8240c,OutboundFlowId=23ff4ce1-645c-45dc-b975-e0dc6cb79f7c
              5. In Amazon Connect, make sure the queue shows the correct phone number.
             
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