How do I troubleshoot audio quality issues when agents use Amazon Connect?

Resolution

Check whether the source of the problem is on the telecom carrier side

Use different telecom carriers to call the Amazon Connect claimed numbers that are experiencing the audio issues. If a number has audio quality issues when you accept a call from one carrier but not another, then the issue is from that telecom carrier.

If a number has audio quality issues when you accept calls from every carrier, then create an AWS Support case. Make sure that you include the following information for at least three calls that experienced the issue:

• Source phone number
• Destination phone number
• 3-4 affected contact IDs
  Note: It's a best practice to include contactIDs that are within 48 hours of experiencing the issue.
• Timestamps with timezone
• Description of the specific audio quality issue
• Call recordings

You can also listen to and analyze the call recordings to identify whether the audio issue is on the telecom carrier side. Amazon Connect stores customer audio on the left channel and the agent audio on the right channel. If the audio issue occurs on the agent channel, then the audio issue isn't from the carrier.

Check the agents' headsets and workstations

To check whether the headsets and workstations are the source of the issue, take the following actions:

• Confirm that the agents' headsets and workstations meet the requirements for the CCP.
• Use a different headset or no headset to make a test call. If the audio quality issue resolves, then the original headset is the source of the issue.
• Use a different workstation to make a test call. If the audio quality issue resolves, then the original workstation is the source of the issue. To isolate the cause of the workstation's issue, see How to determine whether a workstation is the source of problems.

Confirm that you granted the required web browser microphone permissions

To identify whether you granted microphone permissions to the agent's browser, use the Amazon Connect Endpoint Test Utility tool.

Check that you didn't turn on Windows exclusive mode is causing issue with device microphone

Windows exclusive mode can cause issues with your device microphone. Check that you didn't turn on Windows exclusive mode.

Confirm that you correctly configured your network

To confirm that you correctly configured your network, validate your connectivity to Amazon Connect with the Endpoint Test Utility. If the tool identifies network connectivity issues, then reconfigure your network to resolve the issue.

Check if there's a local network packet-loss issue. Review your Amazon Connect instance's ToInstancePacketLossRate metric in Amazon CloudWatch.

To review your ToInstancePacketLossRate metric, complete the following steps:

1. Open the CloudWatch console.
2. In the navigation pane, under Metrics, choose All metrics.
3. From the list of services, choose Connect.
4. Locate your Amazon Connect instance ID.
5. Next to the instance ID, select ToInstancePacketLossRate. The ratio of packet loss for calls in the instance appears as a percent between 0 and 1.
6. If the ratio of packet loss for calls in the instance is more than 0.2, then contact your local network team.

Check if remote desktops or VDIs are in use

Virtual desktop infrastructure (VDI) environments add an extra destination for traffic to flow between endpoints and can cause additional latency. If you don't optimize the underlying route, then VDI environments can experience call quality issues. To resolve this issue, see Use Amazon Connect in a VDI environment.

Check if the problem is voicemail related

If you selected both of the following settings in the Start media streaming block of the VM-Agent contact flow, then audio quality issues can occur:

• From the customer
• To the customer

To resolve this issue, uncheck the To the customer option in the Start media streaming block of the contact flow.

Note: This applies only to the Voicemail for Amazon Connect Solution.

If you still experience the issue, then make sure that you're using the latest version of the voicemail solution.

Related information

Troubleshoot audio quality issues by using QualityMetrics in the contact record

Humming sound in the agent's audio device: Verify the headset and browser sample rates

Contact Control Panel (CCP) issues