Troubleshooting Amazon Connect Audio Quality Issues with Salesforce CTI Adapter

Question

How do I troubleshoot audio quality issues (static, robotic sound) in Amazon Connect when using the Salesforce CTI Adapter, especially when the issue doesn't appear in call recordings?

Short Answer

If agents experience static or robotic audio only when using the CCP embedded in Salesforce (but not when using the default CCP directly), the issue is likely in the Salesforce integration layer rather than Amazon Connect itself. Collect browser console logs and HAR files in addition to standard CCP logs to identify the root cause.

Detailed Resolution

Step 1: Isolate the Problem Layer

• Have the affected agent open the default CCP directly (not through Salesforce)
• Have the agent take several calls using the default CCP
• If the audio quality issue disappears when using the default CCP, the problem is in the Salesforce integration layer

Key indicator: If call recordings sound normal but the agent hears static/robotic audio in real time, the issue is on the agent's audio output path — not the Connect media pipeline. Call recordings capture audio at the Connect service level, before it reaches the agent's browser.

Step 2: Collect the Right Logs

For Salesforce-embedded CCP issues, standard CCP logs and WebRTC dumps may appear clean because the Connect layer is functioning correctly. You need integration-layer data:

Log Type	How to Capture	What It Shows
CCP Logs	CCP Settings gear → Download Logs	Connect-side events, session state
WebRTC Internals	chrome://webrtc-internals/ → Create Dump	ICE candidates, codec negotiation, packet stats
Browser Console Logs	Ctrl+Shift+J (Windows) or Option+⌘+J (Mac) → Console	JavaScript errors, CTI adapter failures, iframe communication
HAR File	F12 → Network → Export HAR	HTTP requests/responses, failed API calls, timing

Important: Have agents open DevTools before taking calls and enable "Preserve log" in the Console to retain logs across page navigations.

Step 3: Check Common Salesforce Integration Issues

• CTI Adapter version: Ensure you're running the latest version. Older versions may have known audio handling bugs.
• Duplicate CCP instances: Verify that only one CCP iframe is loading. Multiple instances can compete for the audio device, causing intermittent static.
• Cross-origin configuration: The Salesforce domain must be properly allowlisted in your Connect instance's approved origins.
• Chrome extensions: Ad blockers, security extensions, or corporate browser policies can interfere with WebRTC media streams. Test with extensions disabled.
• Audio device contention: Salesforce Lightning components or other browser tabs may compete for microphone/speaker access.

Step 4: Review Network Configuration

Even if the default CCP works, the embedded CCP may route traffic differently:

• Zscaler/proxy: Ensure Connect domains (*.transport.connect.<region>.amazonaws.com) bypass SSL inspection. WebRTC media, encrypted via DTLS-SRTP, can break if intercepted.
• DNS resolution: Verify the embedded CCP resolves Connect TURN NLB endpoints correctly from within the Salesforce iframe context.

Step 5: Evaluate CloudWatch Metrics

Check the ToInstancePacketLossRate metric in CloudWatch:

• Namespace: AWS/Connect
• Dimensions: Instance ID, Participant=Agent, Stream Type=Voice, Type of Connection=WebRTC
• Statistic: Maximum

Values above 0.2 indicate connectivity instability. However, if this metric shows spikes but CCP logs are clean, the packet loss may be occurring at the browser/iframe level — reinforcing the integration-layer hypothesis.

Next Steps: If the Issue Persists

If the above steps do not resolve the issue, open a support case with the following information:

• CCP logs from the affected calls
• HAR file captured during the issue
• Browser console logs with timestamps
• WebRTC internals dump
• Confirmation of whether the issue reproduces on the default CCP
• Agent's network configuration (proxy/VPN details)
• CTI Adapter version and Salesforce environment (Classic vs. Lightning)

This information enables the support team to pinpoint whether the issue lies in the Connect media path, the CTI adapter, or the network layer between them.

Resources

• Set Up Your Network to Use the CCP
• Agent Workstation Requirements
• Troubleshoot Agent Workstation for Call Quality
• Troubleshoot Your Network for Call Quality
• Download CCP Logs
• Enable Audio Enhancement for Agents
• Improve Call Quality on Agent Workstations (Prescriptive Guidance)
• Amazon Connect CTI Adapter for Salesforce (GitHub)
• Connect Endpoint Test Utility