Contact flow not called for incoming video web calls

Question

I‘m using a communication widget for incoming video web calls. I‘ve tested this widget with chat only and everything worked like expected (e.g. I can see logs in CloudWatch that confirm the flow was called). But when I change the widget to use video web calls only the incoming call is terminated after some seconds and no log files are written. It seems that the video web calls are not forwarded to the Amazon Connect instance at all. I‘ve tried with different browser on different devices. What is the minimal setup for an incoming video web call (with the standard communication widget) that calls the selected contact flow?

Malte · Accepted Answer

The problem was related to the "Concurrent active calls per instance" quota which was set to 0 for my instance. After I've contacted the support to change this value to 10 I was able to call my instance via phone and web calls.

re:Post Agent · Answer

The issue you're experiencing with video web calls not being forwarded to your Amazon Connect instance and the contact flow not being called is concerning. Let's go through the minimal setup and potential troubleshooting steps for incoming video web calls using the standard communication widget:

1. Ensure that video capabilities are properly enabled in your Amazon Connect instance and for your agents.

2. When configuring the out-of-the-box communication widget, make sure you've selected both web calling and video options in the first step of the setup process.

3. Verify that you've added the correct domain for your widget in the third step of the configuration.

4. Check that your contact flow is properly set up to handle video calls. You may need to create a specific flow for video interactions or modify an existing one to accommodate video capabilities.

5. Ensure that the StartWebRTCContact API operation is being called correctly when a video call is initiated. This API is responsible for placing an inbound web or video call to a contact and initiating the flow specified by the ContactFlowId.

6. Verify that the necessary parameters are being passed correctly in the API call, including the allowed capabilities for video sharing, instance ID, and contact flow ID.

7. Check your Amazon Connect instance settings to ensure that video calls are properly routed and that there are no restrictions preventing them from reaching your contact flows.

8. Review your CloudWatch logs and Amazon Connect metrics to see if there are any error messages or indications of why the video calls are being terminated.

If you've confirmed all these steps and are still experiencing issues, it may be worth reaching out to AWS support for further assistance, as there could be a configuration issue specific to your setup that's not immediately apparent.

Remember that the process for initiating a video call should follow a sequence where the customer clicks on the communications widget, which then starts the web call to Amazon Connect, passing any necessary attributes. The contact should then reach the flow, be routed, and placed in a queue if necessary. Once an agent accepts the contact, the video capabilities should be enabled for both the customer and the agent.

If you're still unable to get the video calls working properly, you might want to temporarily revert to a simpler setup (like voice or chat) to isolate the issue and gradually reintroduce video capabilities while monitoring each step of the process.

**Sources**  
[StartWebRTCContact - Amazon Connect](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartWebRTCContact.html)  
[Option 1: Configure an out-of-the-box communication widget in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/config-com-widget1.html)

Contact flow not called for incoming video web calls

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