How do I troubleshoot stopped audio during calls in my Amazon Connect CCP?

Short description

The Amazon Connect 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, then the call's audio stops.

This issue appears in the Amazon Connect CCP logs as lost connection errors, similar to the following 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, use the CCP Log Parser to turn your raw CCP logs into a 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 means that there's a Media endpoint networking issue.

For more information, see CCPLogParser on the GitHub website.

Resolution

To resolve stopped audio, take the following actions:

• Confirm that nothing blocks traffic to the Media endpoint with UDP port 3478. For more information, see Replace Amazon Elastic Compute Cloud (Amazon EC2) and Amazon CloudFront IP range requirements with a domain allowlist.
• If you allow traffic with IP address ranges, then confirm that all IP addresses that Amazon Connect uses are on the required allowlists.
• Confirm that you have a stable network connection that allows the CCP to maintain connection with the required endpoints. To validate connectivity to Amazon Connect, use the Amazon Connect Endpoint Test Utility.
• Confirm that the agents' workstations meet the requirements for the CCP.