AWS Connect China Calling Compliance Best Practices
This post details best practices for businesses using Amazon Connect Customer to maintain compliant calling operations to China. It addresses the challenges of evolving telecommunications regulations and provides a framework to avoid service disruptions. The article outlines five critical practices, including configuring approved numbers, eliminating prohibited types, implementing rate limiting, setting outbound caller ID, and number validation. A case study highlights a travel services company that successfully maintained uninterrupted operations by adhering to these guidelines.
- →Understanding China's Telecommunications Regulations
- →Best Practice 1: Configure Approved Number Combinations
- →Best Practice 2: Eliminate Prohibited Number Types
- →Best Practice 3: Implement Rate Limiting Controls
- →Best Practice 4: Configure Outbound Caller ID
Notes (6) ›
- Understanding China's Telecommunications Regulations
Chinese telecommunications carriers enforce specific standards for international calls, requiring capabilities like Direct Inward Dialing (DID) with call-back, rate limiting, number validation, compliant caller identification, and approved number types (excluding Toll-Free and Universal International Freephone Numbers) to operate successfully. Failure to comply can lead to service interruptions, loss of calling capability, and operational challenges.
- Best Practice 1: Configure Approved Number Combinations
Ensure 100% of outbound calls use approved DID numbers by requesting approval from AWS Support with an exact telephony numbers list. Numbers must be DID numbers from the service, not from Hong Kong, Macau, or Taiwan, and should be distributed across instances for reduced impact. Configure call-back functionality and provide a detailed use-case description to confirm eligibility.
- Best Practice 2: Eliminate Prohibited Number Types
Achieve zero usage of Toll-Free Numbers (TFN) and Universal International Freephone Numbers (UIFN) for China calling, as these are prohibited and can lead to spam flags, unexpected fees, or outright blocking by Chinese carriers. Audit current numbers and replace prohibited ones with approved DID numbers.
- Best Practice 3: Implement Rate Limiting Controls
Ensure call rates stay within specified regulatory limits (e.g., no more than 5 calls per minute per outbound caller ID) using solutions like the Amazon Connect Customer Outbound Rate Limiting sample. Implement rate limits through direct outbound calls or by configuring contact flows with the 'Transfer to queue flow' type. Set up observability and real-time alerts using Amazon CloudWatch and Amazon SNS for monitoring and notifications.
- Best Practice 4: Configure Outbound Caller ID
Ensure 100% of outbound calls display compliant caller identification by following the established documentation for setting up outbound caller ID within Amazon Connect Customer.
- Best Practice 5: Implement Number Validation
Prevent failed calls before they happen by implementing number validation, contributing to a smoother customer support and sales experience.
https://aws.amazon.com/blogs/contact-center/amazon-connect-china-calling-compliance-best-practices/
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