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amazon connect active call stops in 5 seconds , no audio hearing on webrtc connection from play prompt module flow

0

I am trying to test audio calls on WebRTC ( No phone claimed) The simple flow have play prompts in loop. Then terminated When i start the chat. the text of playpromts show. But when i start the call. I did not hear any same audio of play prompts . Moreover the call disconncted in 5 seconds

So far , I check all ports . Enabled open ports 3478, 443, 5349

WebRTC do get establish connected then closed

Topics
Business Applications
Tags
Amazon Connect
Language
English

asked 2 years ago599 views

1 Answer
1

It sounds like you're experiencing a WebRTC connection issue with Amazon Connect that's causing your calls to disconnect after about 5 seconds without any audio from the play prompts. This could be due to several factors:

  1. Network Connectivity: Even though you've opened the necessary ports (3478, 443, 5349), there might still be network connectivity issues between the agent's workstation and Amazon Connect. High latency or packet loss can cause audio problems and disconnections.

  2. ICE Candidate Collection: The issue might be related to WebRTC's inability to collect ICE (Interactive Connectivity Establishment) candidates. This process is crucial for establishing a stable connection, and if it times out, it can result in call failures.

  3. Browser Configuration: Ensure you're using a supported browser for Amazon Connect and that it's properly configured to allow microphone access.

  4. Workstation Setup: Verify that your workstation meets all the requirements for Amazon Connect, including proper audio device configuration.

To troubleshoot this issue:

  1. Run the Endpoint Test Utility tool from your computer. This will help determine the latency between your Amazon Connect instance and your browser. The average latency should be less than 300 ms for optimal performance.

  2. Check your browser console for any error messages, particularly those related to WebRTC or ICE collection timeouts.

  3. Ensure that your browser's microphone permissions are correctly set for the Amazon Connect CCP (Contact Control Panel).

  4. If you're using a VPN or firewall, investigate whether these might be interfering with the WebRTC connection.

  5. Test the connection from different network environments to isolate whether the issue is specific to your current network setup.

  6. Review the Contact Control Panel (CCP) logs for any specific error messages or indications of what might be causing the disconnection.

If the issue persists after these steps, you may need to contact AWS support for further assistance, providing them with the CCP logs and the results from the Endpoint Test Utility tool.
Sources
Contact Control Panel (CCP) Issues - Amazon Connect
Troubleshoot your network for call quality and disconnect problems - Amazon Connect

answered 2 years ago

EXPERT

reviewed a year ago

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