How do I troubleshoot Amazon Connect CCP softphone errors?

Last updated: 2021-01-06

I’m receiving softphone errors from my Amazon Connect Contact Control Panel (CCP) that say it can’t connect to an endpoint. How do I fix the errors?

Short description

There are three types of Amazon Connect CCP endpoint errors:

  • Signaling endpoint errors
  • Media endpoint errors
  • API endpoint errors

These errors appear in the Amazon Connect CCP logs as softphone errors, similar to the following examples.

Example Amazon Connect CCP softphone errors

Signaling endpoint errors Media endpoint errors API endpoint errors

“softphone ERROR {your contact ID} SESSION Failed connecting to signaling server Timeout”

“softphone ERROR Softphone error occurred : signalling_connection_failure URL {signaling endpoint URL} cannot be reached.”

“softphone WARN {your contact ID} SESSION ICE collection timed out”

“softphone ERROR {your contact ID} SESSION No ICE candidate”

“softphone INFO {your contact ID} SESSION ConnectSignalingAndIceCollectionState => FailedState”

“softphone ERROR Softphone error occurred : ice_collection_timeout Ice collection timedout.”

“ccp ERROR 'acceptContact' API request failed: [object Object]”

“ccp TRACE AWSClient: < Operation 'acceptContact' failed: {"message":"Network Failure","code":"NetworkingError","time":"...."”

Softphone errors occur when your Amazon Connect CCP can’t communicate with one or more of the following required endpoints.

Required Amazon Connect CCP endpoints

Endpoint type Domain/URL allow list Port
Signaling

For CCP v1:

rtc*.connect-telecom.{region}.amazonaws.com

For CCP v2:

*.transport.connect.{region}.amazonaws.com

For more information, see Upgrade to the latest CCP.

443
(TCP)

Media TurnNlb-*.elb.{region}.amazonaws.com
3478
(UDP)
API

*.execute-api.{region}.amazonaws.com

New: additional domains to add to your allow list

{myInstanceName}.my.connect.aws/ccp-v2

{myInstanceName}.my.connect.aws/api

*.static.connect.aws

Previously required:

{myInstanceName}.awsapps.com/connect/ccp-v2

{myInstanceName}.awsapps.com/connect/api

*.cloudfront.net

443
(TCP)

Important: Make sure that you replace {region} in each domain with the location of your Amazon Connect instance. For more information, see Set up your network.

Resolution

  1. Confirm that nothing is blocking traffic to the endpoint domain listed in the error message. For more information, see Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list.
  2. Confirm that the required port for the endpoint domain listed in the error message is open on your network firewall. For more information, see Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list.
  3. If you’re allowing IP address ranges, confirm that all IP addresses used by Amazon Connect are on the required allow lists. For more information, see Allow IP address ranges.
  4. Confirm that your network connection is stable enough to allow the Amazon Connect CCP to maintain connection with the required endpoints.