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.
Downloading CCP logs
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:
Press the Settings wheel.
Click Download logs.
Have the agent send the logs to you so you can upload them to the portal or attach them to an email when raising a ticket.
If the agents logs out of the CCP and back in, this wipes the logs as they are session-based.
Causes of Poor Call Quality
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.