Connect Simple AI to Amazon Connect

Simple AI connects to Amazon Connect in one of two ways: a contact flow transfers the call to a number that routes to Simple AI, or you peer a SIP trunk to Simple AI through an Amazon Chime SDK Voice Connector. Amazon Connect keeps routing, queues, agent state, and reporting either way. Amazon Connect does not expose SIP trunking directly. On AWS, the Chime SDK Voice Connector is the SIP endpoint, and a Connect contact flow reaches it the same way it reaches any other destination.

What You Can Do

Inbound routing — a contact flow answers the call, runs your IVR logic, then hands the conversation to Simple AI.
Outbound campaigns — Amazon Connect outbound campaigns handle pacing and compliance, and transfer connected calls to Simple AI.
Direct outbound — Simple AI places calls through the Voice Connector with your existing caller ID.
Live agent escalation — Simple AI transfers back to a number claimed in Amazon Connect, whose inbound flow routes the call to the right queue.
Your numbers, your caller ID — calls run on numbers you provision in AWS rather than on Simple AI’s default telephony.

How It Connects

Customer → Amazon Connect (contact flow) → Chime SDK Voice Connector → Simple AI
                                  ← escalation back to a number ←

Option 1: Contact Flow Transfer

The simplest path. A Transfer to phone number block sends the call to a number that routes to Simple AI. There is no SIP configuration on your side, and no Voice Connector to run. Use this when Amazon Connect should stay the front door and you do not need your own numbers or trunk on the Simple AI side.

Option 2: Chime SDK Voice Connector

Peer a Chime SDK Voice Connector to Simple AI over SIP. Numbers you provision in AWS then reach Simple AI directly over SIP, with TLS and SRTP available, and Simple AI can place outbound calls through the same trunk using those numbers as caller ID.

What Neither Option Carries

Amazon Connect reaches Simple AI by dialing a number, in both options. A Transfer to phone number block places an ordinary telephone call, so the handoff to Simple AI is a telephone transfer even when the number belongs to a Voice Connector. That has one consequence worth planning around: Amazon Connect contact attributes do not travel with the call. Simple AI reads context from X- prefixed SIP headers on the incoming INVITE, and Amazon Connect does not attach custom SIP headers to a transfer. Attributes your flow set stay inside Amazon Connect. If the AI needs to know something the flow already learned, supply it out of band — have the flow invoke a Lambda that starts the call through the calls API with params, or look the caller up from the AI side using their number. Platforms that can set SIP headers on transfer, such as Genesys and NiCE CXone, do not have this constraint. The rest of this page covers the Voice Connector setup.

Prerequisites

An AWS account with access to the Amazon Chime SDK console.
A phone number provisioned in Amazon Chime SDK, or the ability to order one.
A Simple AI account with permission to manage phone numbers, and a voice agent already built.
Simple AI’s signaling networks, which you add to the Voice Connector’s allowlist. Ask your account team or support@usesimple.ai for the current ranges.

SIP connectivity is available on Enterprise plans.

Step 1: Create the Voice Connector

In the Amazon Chime SDK console, open Voice Connectors and create one:

Setting	Value
Encryption	Enabled (recommended)
Network type	IPV4_ONLY

Encryption enabled means the Voice Connector speaks TLS for signaling and SRTP for media. Note which you chose — every later step on both sides has to match it. From the Voice Connector’s details page, save the Outbound host name. It looks like abcdef1ghij2klmno3pqr.voiceconnector.chime.aws and is the endpoint Simple AI sends outbound calls to.

Step 2: Assign Phone Numbers

Open the Voice Connector’s Phone numbers tab, choose Assign from inventory, select the numbers this trunk should serve, and confirm. If your inventory is empty, order numbers first under Phone number management → Orders → Provision phone numbers. Record every number in E.164 format, for example +14155552671. You will enter the same numbers in Simple AI, and they have to match exactly.

Step 3: Enable Termination for Outbound Calls

Termination governs calls that Simple AI originates through the Voice Connector. Skip this step if you only need inbound. On the Voice Connector’s Termination tab:

Set Termination to enabled.
Under Allowed hosts, add Simple AI’s signaling CIDRs. Calls from any other network are rejected.
Under Calling plan, select the countries Simple AI is allowed to call.
Optionally create Credentials — a username and password — for SIP digest authentication on top of the IP allowlist. Save both; you enter them in Simple AI in the next step.

Step 4: Connect the Trunk in Simple AI

In the Simple AI dashboard, go to SIP trunks → Connect SIP trunk and fill in the form with your Voice Connector’s values:

Field	Value for Amazon Chime SDK
Name	Anything recognizable, for example `Amazon Connect`
Call directions	Inbound and outbound, or Inbound only if you skipped Step 3
Interop profile	Generic SIP
SIP endpoint	The Voice Connector’s Outbound host name
Signaling transport	TLS if Voice Connector encryption is enabled, otherwise TCP
Outbound authentication	Digest username and password if you created termination credentials, otherwise Carrier IP allowlist
Carrier signaling source CIDRs	The Chime SDK signaling network for your Voice Connector’s region
Media encryption (SRTP)	Require SRTP if encryption is enabled, otherwise Disabled — RTP
Numbers on this trunk	The E.164 numbers you assigned in Step 2, one per line

The signaling source CIDRs are what let inbound calls in — Simple AI only accepts SIP INVITEs from the networks you list here. Look up the SIP signaling subnet for your region in the AWS Voice Connector network configuration reference. For example:

Region	Signaling network
US West (Oregon)	`99.77.253.0/24`
US East (N. Virginia)	`3.80.16.0/23`

Connection settings are fixed once the trunk is saved. To change the endpoint, credentials, or numbers, unassign agents from the numbers, disconnect the trunk, and reconnect it with the new settings.

Save the form. Simple AI provisions routes for each number in the background; the trunk’s detail page shows Configured when a number is ready, and offers Retry setup if one fails.

Step 5: Configure Origination for Inbound Calls

Origination governs calls arriving from the PSTN that the Voice Connector forwards to Simple AI. On the Voice Connector’s Origination tab, set Origination status to enabled, then add an inbound route:

Setting	Value
Host	`sip.usesimple.ai`
Port	`5061` with TLS, or `5060` with TCP
Protocol	TLS if Voice Connector encryption is enabled, otherwise TCP
Priority	`1`
Weight	`1`

Your Simple AI trunk’s detail page shows the same inbound domain under Finish inbound routing, so you can copy it from there. The Voice Connector sends the dialed number as the destination user in the SIP INVITE, which is how Simple AI matches the call to a number and its agent.

Step 6: Assign Agents and Test

Open each connected number from the trunk’s detail page, or from Numbers, and assign the voice agent that should answer it. Then place an inbound test call to that number — Amazon Chime SDK forwards it to Simple AI and the agent answers. If the trunk also handles outbound, place a test call through the API using one of its numbers as the caller ID. from_number_id is the number’s UUID, which you can read from its dashboard URL or from List Numbers:

curl -X POST "https://api.usesimple.ai/api/v1/calls" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "agent_id": "your-agent-uuid",
    "to_number": "+15551234567",
    "from_number_id": "your-phone-number-uuid"
  }'

Before moving production traffic, verify caller ID, audio quality, DTMF, and a live agent escalation back into Amazon Connect.

Routing Amazon Connect Calls to the Trunk

With the Voice Connector in place, point the contact flows that should use the AI at one of its numbers:

Inbound — add a Transfer to phone number block to the flow, targeting a number on the Voice Connector.
Outbound campaigns — configure the campaign’s connected-call handling to transfer to a Voice Connector number, so Amazon Connect keeps pacing, DNC, and answering machine detection.
Escalation back — claim a number in Amazon Connect, associate it with an inbound flow that transfers to the queue you want, and give Simple AI that number as the transfer destination. Transfer destinations are E.164 numbers or SIP URIs; a queue identifier is not dialable, so the queue has to sit behind a number.

Troubleshooting

Symptom	What to check
Inbound calls never reach Simple AI	Origination is enabled, the inbound route points at `sip.usesimple.ai` on the right port and protocol, and the number’s status on the trunk is Configured.
Inbound calls are rejected	The Chime SDK signaling network for your region is in the trunk’s Carrier signaling source CIDRs, and the dialed number matches a number on the trunk in E.164 exactly.
Outbound calls fail to connect	Termination is enabled, Simple AI’s signaling CIDRs are in Allowed hosts, the destination country is in the calling plan, and any digest credentials match.
Call connects but there is no audio	Media encryption matches on both sides — Require SRTP with encryption enabled, Disabled — RTP without it.

For SIP-level detail, enable SIP logging on the Voice Connector’s Logging tab to get full message traces in CloudWatch.

CCaaS Integrations
SIP Integration — connection details, codecs, and call flows
Numbers — assigning agents to numbers

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Connect Simple AI to Amazon Connect

What You Can Do

How It Connects

Option 1: Contact Flow Transfer

Option 2: Chime SDK Voice Connector

What Neither Option Carries

Prerequisites

Step 1: Create the Voice Connector

Step 2: Assign Phone Numbers

Step 3: Enable Termination for Outbound Calls

Step 4: Connect the Trunk in Simple AI

Step 5: Configure Origination for Inbound Calls

Step 6: Assign Agents and Test

Routing Amazon Connect Calls to the Trunk

Troubleshooting

​What You Can Do

​How It Connects

​Option 1: Contact Flow Transfer

​Option 2: Chime SDK Voice Connector

​What Neither Option Carries

​Prerequisites

​Step 1: Create the Voice Connector

​Step 2: Assign Phone Numbers

​Step 3: Enable Termination for Outbound Calls

​Step 4: Connect the Trunk in Simple AI

​Step 5: Configure Origination for Inbound Calls

​Step 6: Assign Agents and Test

​Routing Amazon Connect Calls to the Trunk

​Troubleshooting

​Related

What You Can Do

How It Connects

Option 1: Contact Flow Transfer

Option 2: Chime SDK Voice Connector

What Neither Option Carries

Prerequisites

Step 1: Create the Voice Connector

Step 2: Assign Phone Numbers

Step 3: Enable Termination for Outbound Calls

Step 4: Connect the Trunk in Simple AI

Step 5: Configure Origination for Inbound Calls

Step 6: Assign Agents and Test

Routing Amazon Connect Calls to the Trunk

Troubleshooting

Related