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

Short description

Agents can experience several types of audio issues, such as an echo or background noise, one-way audio, choppy audio, cross-talk, or audio delays. For a complete list of the most common audio issues, see Common Contact Control Panel (CCP) issues. To troubleshoot these issues, complete the following tasks.

Resolution

Verify that the source of the problem isn't 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 a Technical support case in the AWS Management Console. Make sure that your case description includes the following details about at least three calls that experienced the issue:

• Source phone number
• Destination phone number
• 3-4 affected contact IDs
• Call date and time, including time zone
• Description of the specific audio quality issue
• Call recordings

Another way to determine if an audio issue isn't on the telecom-carrier side is to listen and analyze the call recordings. The customer audio is stored on one channel, and the agent audio is stored on another channel. Therefore, if the audio issue occurs on the agent channel, then the audio issue isn't likely from the carrier.

Verify that headsets and workstations aren't the source of the problem

To verify that headsets and workstations aren't the source of the problem, complete the following tasks:

• Verify that the agents' headsets and workstations meet the minimum requirements for the CCP.
• Use a different headset or no headset to make a test call. If the audio quality issue is resolved, then the original headset is the source of the issue.
• Use a different workstation to make a test call. If the audio quality issue is resolved, 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.

Verify that the required web browser microphone permissions are granted

Use the Endpoint Test Utility tool to identify if the agent's browser was granted microphone permissions. For more information, see Grant microphone access in Chrome, Firefox, or Edge.

Verify that your network is configured correctly

To verify that your network is configured correctly, complete the following tasks:

• To validate your network's connectivity to Amazon Connect, run the Endpoint Test Utility. If the tool flags any network connectivity issues, then reconfigure your network to resolve the issue.
• To verify if there's a local network packet-loss issue, review your Amazon Connect instance's ToInstancePacketLossRate metric in Amazon CloudWatch. If the ratio of packet loss for calls in the instance is more than 20%, then contact your local network team. Work with your network team to verify that your local network is correctly configured.

To review your ToInstancePacketLossRate metric, complete the following steps:

1. Open the Amazon CloudWatch console.
2. In the navigation pane, choose Metrics.
3. Choose All metrics.
4. From the list of services, choose Connect.
5. Locate your Amazon Connect instance ID.
6. 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.

Verify 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. When the underlying route isn't optimized, VDI environments are susceptible to call quality issues. To resolve this issue, see Use Amazon Connect in a VDI environment.

Verify if the problem is related to voicemail

Audio quality issues can occur when both of the following settings are checked in the Start media streaming block of the VM-Agent contact flow:

• From the customer
• To the customer

To resolve the 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 the issue persists, then make sure that you're using the latest version of the voicemail solution.

Related information

Troubleshooting issues when using the Contact Control Panel (CCP)

Humming sound in headset: Verify the headset and browser sample rates

Problem using the CCP: Agents can't make an outbound call

One-way audio from customers?

Easily monitor call quality with Amazon Connect