Amazon Connect caller to agent, voice connection drops when agent browser refreshed/reloaded

Hello there,

I understand that when voice connection drops when agent browser refreshed/reloaded.

The loss of audio path while maintaining call control functionality is a known issue when refreshing or closing the Contact Control Panel (CCP) browser window. When this occurs, even though the call remains connected and features like hold/resume work, the audio connection cannot be re-established by simply reopening the browser and logging back in.

The Amazon Connect Contact Control Panel (CCP) uses Softphone Media UDP port 3478 to relay audio. If the CCP loses its connection to the Media endpoint with UDP port 3478 during a call, the call's audio stops. [+] https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html

This type of networking issue appears in the Amazon Connect CCP logs as lost connection errors, similar to the following example. [+]https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html#tools-and-info

Example CCP log of a lost connection error

2021-09-29T19:46:31.422Z softphone INFO 12345678-90ab-cdef-1234-567890abcdef SESSION Lost ICE connection

To identify lost connections to your Media endpoint specifically, use the CCP Log Parser to turn your raw CCP logs into a more read-friendly format. Then, look at the Metrics section of the CCP Log Parser. A sudden drop in the packetsCount metric in the WebRTC Metrics - audio_input / audio_output section indicates a Media endpoint networking issue.

For more information, see CCP Log Parser in GitHub. [+] https://github.com/amazon-connect/amazon-connect-snippets/tree/master/tools/CCPLogParser

To identify these connection issues, you can use the CCP Log Parser to analyze the raw CCP logs. A sudden drop in the packetsCount metric in the WebRTC Metrics for audio input/output sections indicates a Media endpoint networking issue.

Resolution:

1. Confirm that nothing is blocking traffic to the Media endpoint with UDP port 3478.

2. If you're allowing traffic with IP address ranges, then confirm that all IP addresses used by Amazon Connect are on the required allow lists. For more information, see Allow IP address ranges. [+] https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html#option2

3. Confirm that your network connection is stable enough to allow the CCP to maintain connection with the required endpoints. To validate connectivity to Amazon Connect, use the Amazon Connect Endpoint Test Utility. [+] Amazon Connect Endpoint Test Utility - https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html

4. Confirm that the agents' workstations meet the minimum requirements for the CCP. [+] https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html

Thank you.