How do I troubleshoot Amazon Connect CCP softphone errors?

3 minutos de lectura
0

I'm receiving softphone errors from my Amazon Connect Contact Control Panel (CCP) that say it can't connect to an endpoint.

Short description

There are three types of Amazon Connect CCP endpoint errors. All of these errors appear in the Amazon Connect CCP logs as softphone errors, similar to the following examples:

Signaling endpoint errors

These errors include the following examples:

  • "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."

Media endpoint errors

These errors include the following examples:

  • "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."

API endpoint errors

These errors include the following examples:

  • "ccp ERROR 'acceptContact' API request failed: [object Object]"
  • "ccp TRACE AWSClient: < Operation 'acceptContact' failed: {"message":"Network Failure","code":"NetworkingError","time":"....""

Note: To turn your raw CCP logs into a more read-friendly format, use the CCP Log Parser. For more information, see CCP Log Parser on GitHub.

Resolution

Check communication between Amazon Connect and endpoints.

Softphone errors occur when your Amazon Connect CCP can't communicate with one or more of the following required endpoints:
Note: Replace INSTANCE_NAME with your instance name. Replace REGION with the location of your Amazon Connect instance. For more information, see Set up your network.

Signaling endpoints
To communicate with signaling endpoints, add the following URLs to your allow list through Port 443 (TCP):

  • 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.
Media endpoints
To communicate with media endpoints, add the following URL to your allow list through Port 3478 (UDP):

  • TurnNlb-*.elb.REGION.amazonaws.com

API endpoints
To communicate with API endpoints, add the following URLs to your allow list through Port 443 (TCP):

  • *.telemetry.connect.REGION.amazonaws.com
  • INSTANCE_NAME.my.connect.aws/ccp-v2
  • INSTANCE_NAME.my.connect.aws/api
  • *.static.connect.aws
  • INSTANCE_NAME.awsapps.com/connect/ccp-v2
  • INSTANCE_NAME.awsapps.com/connect/api
  • *.cloudfront.net

Additional considerations

  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 allow IP address ranges, then 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.

Related information

Troubleshooting Issues with the Contact Control Panel (CCP)

Set up your network

OFICIAL DE AWS
OFICIAL DE AWSActualizada hace 4 días
Sin comentarios