Multiple Softphone failed errors

Question

Hi,   
  
We are currently bombarded with the "Softphone  call failed" error and is significantly affecting our business operations.   
  
These are the errors but sometimes it would just a blank page.  
  
1.) Softphone call failed  
      - Failed to establish softphone connection. Try again or contact your administrator with the   
        following.  
         
       Browser unable to establish media channel with   
       turn: 18.233.213.226:3478?  
       transport=udp  
       turn: 18.233.213.230:3478?  
       transport=udp  
  
2.) Softphone call failed  
  
Failed to establish softphone connection. Try again or contact your administrator with the following:  
  
Browser connected but failed handshake with wss://rtc.connect-telecom.us-east-1.amazonaws.com/LilyRTC  
  
3.)  Real-time communication error  
      Failed to establish your softphone connection. Try again or contact your administrator with the following:   
  
  Call failed due to a browser-side WebRTC issue.  
  
• I have already allowed port 3478 in our firewall. What else needs to be done in order to avoid these issues? We never had any issues with our previous platform in regards to inbound and outbound traffic. Any help is appreciated.

Answer

In my experience, this is implementation issues, not Connect.   
  
Follow this guide https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html  
And https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html  
  
Also if your contact centre is critical, like most are, you your business. You should consider support from a trusted partner.   
  
Thx  
Dan

Answer

Hi Dan,  
  
Thanks for the response. When you say implementation issues, are you referring to the network implementation or something else? Can you elaborate more? Maybe it is something our team can work on.  
  
I have already followed the guide you posted but to no avail. Since this is a startup company, our options are limited in terms of getting a partner or a support so we usually do it in house. Again, thank you.

Answer

Any help from an Amazon rep? Still experiencing the same issues

Multiple Softphone failed errors

Relevant content