How do I troubleshoot audio quality issues in Amazon Connect?

Last updated: 2021-08-16

Agents in my Amazon Connect contact center are experiencing audio quality issues when they use the Amazon Connect Contact Control Panel (CCP). How do I troubleshoot the problem?

Resolution

Note: Many factors can affect audio quality in different ways when you use Amazon Connect. The following article describes general troubleshooting best practices. For a list of the most common, specific audio-quality issues and guidance on how to resolve those issues, see Common Contact Control Panel (CCP) issues.

Verify if headsets or workstations are the source of the problem

1.    Verify that the agents' headsets and workstations meet the minimum requirements for the Amazon Connect Contact Control Panel (CCP).

2.    Make a test call using a different headset or no headset. If the audio quality issue is resolved, then the original headset is the source of the problem and should be replaced.

3.    Make a test call using a different workstation. If the audio quality issue is resolved, then the original workstation is the source of the problem. To isolate the cause of workstation's specific issue, follow the instructions in How to determine whether a workstation is the source of problems.

Verify that the required web browser microphone permissions are granted

Verify that your network is configured correctly

1.    Validate your network's connectivity to Amazon Connect by running the Endpoint Test Utility tool. If any network connectivity issues are flagged by the tool, then reconfigure your network to resolve the issue.

2.    Verify if there's a local network packet-loss issue by reviewing your Amazon Connect instance's ToInstancePacketLossRate metric in Amazon CloudWatch. If the ratio of packet loss for calls in the instance is more than 20%, contact your local network team. Then, work with them to verify that your local network is configured correctly.

To review your Amazon Connect instance's ToInstancePacketLossRate metric
In the Amazon CloudWatch console, choose Metrics from the left sidebar. Then, choose All metrics.
From list of services, choose Connect.
Locate your Amazon Connect instance ID.
Check the ToInstancePacketLossRate box next to the instance ID. The ratio of packet loss for calls in the instance appears as a percent between 0 and 1.

For more information, see Set up your network in the Amazon Connect administrator's guide.

Important: For Virtual Desktop Infrastructure (VDI) environments, make sure that you follow the guidance in Using Amazon Connect in a VDI environment.

Verify that the source of the problem isn't on the telecom-carrier side

Use different telecom carriers to call the Amazon Connect claimed numbers that are experiencing the audio issues.

If a number has audio quality issues when accepting a call from one carrier, but not another, then the issue is on that telecom-carrier's side.

If a number has audio quality issues when accepting calls from every carrier, then create a Technical support case in the AWS Management Console. Make sure that your case description includes the following details about at least three calls that experienced the issue:

  • Source phone number
  • Destination phone number
  • Call date and time (including time zone)
  • Description of the specific audio-quality issue