How do I troubleshoot CCP user interface errors in Amazon Connect?

Short description

You can review CCP logs to troubleshoot CCP user interface issues. To locate specific errors, download the CCP logs. For more information on types of CCP errors, see Contact Control Panel (CCP) Issues. 

Resolution

The CCP can't access the microphone

You receive the "Your browser does not have access to the microphone" error when the CCP doesn't have access to a microphone or headset device.

To troubleshoot this error, see How to troubleshoot the agent's headset in the Contact Control Panel (CCP)

Note: Firefox requires the CCP tab to be in focus for the microphone and audio to pass through. To check whether the browser has access to your media devices, use the Amazon Connect Endpoint Test Utility.

There's an "ice_collection_timeout" error

The "ice_collection_timeout" error indicates that the CCP can't communicate to the softphone endpoint. For example, you use a Network Load Balancer endpoint with the User Datagram Protocol (UDP) port 3478, and the connection times out.

To troubleshoot this error, take the following actions:

• Make sure that the user's workstation meets the minimum requirements.
• Check the firewall settings to see if UDP 3478 outbound traffic is allowed to Amazon Connect softphone media. Make sure that all traffic requirements are configured properly in your network.
• Turn off any virtual private networks (VPNs) that you use, or test another browser or workstation to isolate workstation-related issues.
• If you use a stateless firewall, then add the ephemeral port range to your allowlist.

For more information, see How do I troubleshoot Amazon Connect CCP softphone errors?

The browser isn't supported

You receive the "This browser is not supported, Some functionality may not be available" error when your browser version isn't current. Or, Amazon Connect doesn't support the browser.

For a list of supported browsers, see Browsers supported by Amazon Connect.

The softphone call failed

The "Failed to establish softphone connection. Try again or contact your administrator" error might occur because of "signalling_connection_failure" or "signalling_handshake_failure" errors. The "signalling_connection_failure" error occurs when the CCP can't establish a connection with the signaling server. Both issues indicate that the CCP failed to communicate with the signaling server. For information on Amazon Connect persistent connection, see Enable persistent connection for Amazon Connect agents.

Note: The signaling server uses TCP 443 for communication.

To troubleshoot this error, take the following actions:

• If there's a proxy in place, then deactivate the proxy for the agent's browser to see if the issue persists.
• Check for network issues or firewall blocks with the agent's workstation.
• Check the firewall settings to see if TCP 443 outbound traffic is allowed to Amazon Connect.

There's a WebRTC issue

WebRTC issues occur when a request to Amazon Connect Softphone Media times out and the CCP can't collect ICE candidates to establish a connection.

When the "ice_collection_timeout" error occurs, CCP detects the contact and tries to establish an RTC connection again. If the second attempt fails, then the "webrtc_error" error occurs.

To troubleshoot the "Call failed due to a browser-side WebRTC issue" error, take the following actions:

• Check firewall or NAT settings to see if UDP 3478 outbound traffic is allowed to Amazon Connect softphone media.
• Use the Amazon Connect Endpoint Test Utility to check if agents can successfully connect to the required endpoints.
• Check your agent networking connections to see if poor networking conditions are causing errors, latency, or outages.
• Check the CCP logs. If you see the "ice_collection_timeout" message before the "webrtc_error" message, then follow the steps in the There's an "ice_collection_timeout" error section.
• If you don't see the "ice_collection_timeout" error, then review the CCP logs to check what SESSION state the RTC session establishment failed in. The SESSION state is identified by the "ConnectSignalingAndIceCollectionState" error. Then, check the rtc_session JavaScript file to see which RTC_ERRORS correspond with the call failure. Also, check if the issue is reproducible or if it depends on a specific browser version.

Initialization failed

If the CCP fails to establish a WebSocket connection when it initiates, then you receive an initialization error.

To troubleshoot the "Try fixing your connection by logging out, and then logging on again" error, take the following actions:

• Check for network issues in an agent's workstation.
• Make sure that the user's workstation meets the minimum requirements.
• Check the firewall settings to see if TCP 443 outbound traffic is allowed to Amazon Connect.
• If there's a proxy in place, then deactivate the proxy for the agent's browser to see if the issue persists.

Note: Make sure that you close unused CCP windows to prevent the "QuotaExceededException" error.

For more information, see How to determine whether a workstation is the source of problems.

The outbound configuration isn't valid

Outbound configuration issues might occur when the instance isn't activated for you to place an outbound call. Or, you might encounter issues when there's no outbound caller ID specified to make calls.

To troubleshoot the "Before you can place an outbound call, you must associate a phone number with this queue" error, take the following actions:

• Check the outbound caller ID in the default outbound queue settings. If you didn't set up an outbound caller ID, then set it up.
• Check the instance-level settings for outbound calls. See Update telephony and chat options.
• Verify whether a security profile allows an agent to make an outbound call. See List of security profile permissions in Amazon Connect.

The number isn't valid

The "We are unable to complete the call as dialed. Try again, or contact your administrator" error might occur because of the following reasons:

• The phone number isn't in E.164 format. For example, the UK mobile number 07700 123456 in E.164 format is +44 07700 123456.
• You can't call the country's phone number by default. For more information, see Countries that call centers using Amazon Connect can call by default.
• You reached the ConcurrentCalls limit. For more information, see How contacts are counted.

To further troubleshoot this error, check the CCP log and the error message that you received after the createOutboundContact API request.

There are multiple CCPs open

This error occurs when the agent opens more than five WebSocket connections.

However, if the CCP fails to open a WebSocket connection, then this results in an "Initialization failed" error. To troubleshoot this issue, follow the steps in the Initialization failed section.