The following are common issues encountered when using the Amazon Connect CCP:
Initialization and Connection Issues
CCP does not initialize/connect:
Causes:
Missing port/IP allow list entries.
Not allowing browser microphone access.
Not answering your external device.
Solutions:
Ensure all IPs covered in the "Set up your network" section are added to the allow list.
Allow microphone access to your browser when prompted.
Periodic Connection Errors
Causes:
Network contention.
Recent ipranges.json update without new entries added to the allow list.
Solution:
For more information, see the "Set up your network" section.
Missed Calls, State Change Delays, and CCP Unresponsiveness
Causes:
Resource contention in the agent's workstation or network.
Poor, unstable, or strained connection to AWS resources at private WAN/LAN, public WAN, or local workstation levels.
Solution:
Address network and resource contention issues.
When creating a ticket for agent issues with Amazon Connect, especially if the issue is about an agent’s experience, please follow these steps to provide CCP logs:
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If the agents logs out of the CCP and back in, this wipes the logs as they are session-based. |
Call quality issues with the CCP can have various causes. Identifying the type of issue is the first step in troubleshooting:
Latency/Cross-Talk
Description: A delay between when something is said and when it is heard by the other party. High latency can cause overlapping conversations.
Solution: Calculate and reduce PSTN and agent latency. See the "PSTN and agent connection latency" section for more information.
One-Way Audio
Description: The agent cannot hear the caller, or the caller cannot hear the agent.
Causes: Issues with the agent's workstation hardware, network, resources, or browser microphone permissions and headset issues.
Volume Fluctuations
Description: Volume may increase or decrease at the beginning or intermittently during the call.
Causes: Typically related to call forwarding to or from Amazon Connect, inheriting issues from third-party transfers.
Audio Quality Issues
Description: Audio may be choppy, cutting out, echoing, or have other signal noise. It may sound robotic or distorted.
Causes: Issues with the agent's workstation hardware, network, or resources.
Wobble
Description: Media codecs cause audio to speed up and slow down to combat high jitter and latency.
Causes: Issues with the agent's workstation hardware, network, or resources.
Disconnects
Description: Disconnections can occur at any point during a call.
Solution: Identify patterns in disconnections. For example, disconnects during call transfers to a specific external number may relate to third-party transfer issues.