Ccp shows network trouble or webrtc error after locking laptop or 10 mins of no activity

The issue you're experiencing with the Contact Control Panel (CCP) showing network trouble or WebRTC errors after locking your laptop or during periods of inactivity is likely related to network connectivity or resource management on your device. Here are some potential causes and solutions to consider:

1. Network connectivity: Even though you've connected your laptop through LAN, there might be firewall or network policies that are affecting the CCP's ability to maintain a connection during periods of inactivity. Ensure that all necessary ports and IP ranges for Amazon Connect are allowed in your network's firewall settings.

2. Browser settings: While you've added the CCP to the "always keep this site active" list, browsers may still limit background activity. Check your browser settings to ensure that background apps and tabs are allowed to run even when the browser is not in focus.

3. Power management: Although you've verified that sleep settings are set to never, there might be other power management settings affecting network adapters or system resources. Check your computer's advanced power settings to ensure that network adapters and other relevant components are not being powered down during inactivity.

4. Resource contention: The CCP may be experiencing resource contention with other applications or processes on your workstation. This can lead to missed calls, state change delays, and CCP unresponsiveness.

5. Session token expiration: If your session is expiring after periods of inactivity, you may need to refresh the session token. This typically involves logging in to your identity provider and then refreshing the Amazon Connect page.

6. WebRTC configuration: There might be issues with WebRTC configuration or timeouts. You may need to adjust WebRTC-related settings to improve connection stability, especially if you're on a network with variable quality.

To further troubleshoot this issue:

1. Use the Amazon Connect Endpoint Test Utility to validate connectivity to Amazon Connect.
2. Download and analyze WebRTC logs during the time of the issue to identify any specific connection or audio problems.
3. Collect CCP logs when the error occurs and use the CCP Log Parser to analyze them for more detailed information about the "potential network trouble" error.
4. Work with your IT team to ensure all necessary domains and IP ranges for Amazon Connect are properly allowlisted in your network configuration.

If the issue persists after trying these steps, it would be advisable to open a case with AWS Support, providing them with the CCP logs, WebRTC logs, and specific contact IDs where the problem occurred for more in-depth troubleshooting.
Sources
Contact Control Panel (CCP) Issues - Amazon Connect
Troubleshooting Issues with the Contact Control Panel (CCP) - Amazon Connect
Download WebRTC logs to troubleshoot Amazon Connect audio and connectivity issues | AWS re:Post
Troubleshooting Amazon Kinesis Video Streams with WebRTC - Kinesis Video Streams

Hi, are you using a proxy? If so, it's possible that this is dropping the web socket this is setup when the agent logs in and stays up until the agent logs out. The URL for the web socket in documentation is *.transport.connect.region.amazonaws.com See: https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html Issues with web socket traffic will cause missed calls. Do you have any messages in the logs related to web socket, or other networking related messages?

Hi , If you loss the heartbeat between AWS and CCP then your phone will definitely will loose the connection. Since heartbeat goes frequently, if it loss due to network getting offline, you may loose the connection. Please make sure that , under power management your system provide constant power to network devices even if your system stays idle for 10 min.