How do I troubleshoot CCP user interface errors in Amazon Connect?

Short description

The following are the most common CCP user interface errors:

• The microphone isn't accessible.
• There's an ice_collection_timeout error.
• The browser isn't supported.
• The softphone call failed.
• There's a WebRTC issue.
• Initialization failed.
• The outbound configuration isn't valid.
• The number isn't valid.
• There are multiple CCPs open.

To locate specific errors, download the CCP logs. Then, review the following steps to troubleshoot common CCP user interface errors.

Resolution

The microphone isn't accessible

Error message: Your browser does not have access to the microphone

This error indicates that the CCP doesn't have access to a microphone or headset device.

To troubleshoot this error, see Can't hear caller or caller can't hear agent?

There's an ice_collection_timeout error

This error indicates that the CCP can't communicate to the softphone endpoint. For example, you use a Network Load Balancer endpoint with the User Datagram Protocol (UDP) port 3478, and the connection times out.

To troubleshoot this error, take one or more of the following actions:

• Check if the user's workstation meets the minimum requirements.
• Check the firewall settings to see if UDP 3478 outbound traffic is allowed to Amazon Connect softphone media. Make sure that all traffic requirements are configured properly in your network.
• Turn off any VPNs that you might be using, or test another browser or workstation to isolate workstation related issues.
• If you're using a stateless firewall, then be sure that you add the ephemeral port range to your allow list.

For additional troubleshooting instructions, see How do I troubleshoot Amazon Connect CCP softphone errors?

The browser isn't supported

Error message: This browser is not supported, Some functionality may not be available

This error indicates that the browser version that you're using is three versions earlier than the current version, or Amazon Connect doesn't support the browser.

For a list of supported browsers, see Browsers supported by Amazon Connect.

The softphone call failed

Error message: Failed to establish softphone connection. Try again or contact your administrator.

This error can happen due to signalling_connection_failure or signalling_handshake_failure errors. The signalling_connection_failure error happens when the CCP can't establish a connection with the signaling server. Both issues mean that the CCP failed to communicate with the signaling server (Amazon Connect persistent connection service).

Note: The signaling server uses TCP 443 for communication.

To troubleshoot this error, take one or more of the following actions:

• If there's a proxy in place, then deactivate the proxy for the agent's browser to see if the issue still persists.
• Check for network issues or firewall blocks with the agent’s workstation.
• Check the firewall settings to see if TCP 443 outbound traffic is allowed to Amazon Connect. For more information, see Set up your network.

For additional troubleshooting instructions, see How do I troubleshoot Amazon Connect CCP softphone errors?

There's a WebRTC issue

Error message: Call failed due to a browser-side WebRTC issue.

The ice_collection_timeout happens when the CCP detects a disconnected contact and tries to establish the WebRTC connection again. If a second attempt to establish a connection fails, then the webrtc_error occurs.

To troubleshoot this error, check the CCP logs for the following information:

• If you see ice_collection_timeout before the webrtc_error, then follow the preceding troubleshooting steps in this article for the ice_collection_timeout error.
• If you don't see ice_collection_timeout, then review the CCP log to check what SESSION state the RTC session establishment failed. The SESSION state is identified by the ConnectSignalingAndIceCollectionState error. Then, check the rtc_session JavaScript file to see which RTC_ERRORS correspond with the call failure. Also, check if the issue is reproducible or if it depends on a specific browser version.

Initialization failed

Error message: Try fixing your connection by logging out, and then logging on again. If you need help, contact your administrator.

This error indicates that the CCP fails to establish a WebSocket connection when it's initialized.

To troubleshoot this error, take one or more of the following actions:

• Check for network issues in an agent's workstation.
• Make sure that the user's workstation meets the minimum requirements.
• Check the firewall settings to see if TCP 443 outbound traffic is allowed to Amazon Connect. For more information, see Set up your network.
• If there's a proxy in place, then deactivate the proxy for the agent’s browser to see if the issue still persists.

Be sure to close unused CCP windows to prevent the QuotaExceededException error.

For more information, see How to determine whether a workstation is the source of problems.

The outbound configuration isn't valid

Error message: Before you can place an outbound call, you must associate a phone number with this queue. Contact your administrator for further assistance.

To troubleshoot this error, take one or more of the following actions:

• Check the outbound caller ID in the default outbound queue settings. If you didn't set up an outbound caller ID, then set it up.
• Check the instance-level settings for outbound calls. For more information, see Update telephony options.
• Verify whether a security profile allows an agent to make outbound calls. To set up outbound communications, see Activate outbound calls.

The number isn't valid

Error message: We are unable to complete the call as dialed. Try again, or contact your administrator.

This error can happen for many reasons. The following reasons are the most common ones:

• The phone number isn't in E.164 format. For example, the UK mobile number 07911 123456 in E.164 format is +44 7911 123456 (tel:+447911123456).
• You can't call the country's phone number by default. For more information, see Countries you can call by default.
• You reached the ConcurrentCalls limit. For more information, see How contacts are counted.

To further troubleshoot this error, run the StartOutboundVoiceContact API request. Then, review the CCP logs to see what error message you get in the API response.

There are multiple CCPs open

This error happens when the agent opens more than five WebSocket connections.

However, if the CCP fails to open a WebSocket connection, then this results in an Initialization failed error. To troubleshoot this issue, follow the preceding troubleshooting steps in this article for the Initialization failed error.

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