Upgraded to 5.26.2 and Audio stopped working

It appears you're experiencing an audio issue with the Amazon Connect Contact Control Panel (CCP) after upgrading to version 5.26.2 or 5.27.0 on Windows. This type of problem can occur due to various reasons, but since it's resolved by downgrading, it suggests a potential compatibility issue with the newer versions.

To troubleshoot this issue:

1. Ensure your workstation meets all the minimum requirements for Amazon Connect, including proper audio device configuration.

2. Check if there are any recent Windows updates or changes to your system that might be conflicting with the newer CCP versions.

3. Verify that your browser's microphone permissions are correctly set for the Amazon Connect CCP.

4. Run the Amazon Connect Endpoint Test Utility to check network connectivity and latency between your instance and browser.

5. Review the CCP logs for any specific error messages related to audio issues.

6. Try using a different supported browser to see if the issue persists across browsers.

7. If you're using a custom headset, ensure it meets the minimum headset requirements and try a different headset if possible.

8. Check for any recently installed applications that might be interfering with audio control.

If the issue continues after these steps, it would be advisable to contact AWS Support, providing them with:

1. The CCP logs
2. Results from the Endpoint Test Utility
3. WebRTC logs (which should be collected during a call when the issue occurs)
4. Relevant contact IDs

They can help investigate why these specific versions are causing audio problems on your system. In the meantime, if downgrading to version 5.26.1 resolves the issue, you may want to continue using that version until a fix is available.
Sources
Troubleshoot an agent's workstation for call quality and disconnect problems - Amazon Connect
Download WebRTC logs to troubleshoot Amazon Connect audio and connectivity issues | AWS re:Post
Contact Control Panel (CCP) Issues - Amazon Connect