Contact Control Panel (CCP) Issues - Amazon Connect

Contact Control Panel (CCP) Issues

This topic is for IT administrators who are experienced with investigating issues with their network.

The following are common issues that agents may encounter when using the Amazon Connect CCP.

  • Firefox browser guidance for microphone access—The CCP conforms to Firefox microphone usage guidance, and only has access to connect to the agent's microphone when the CCP tab is in focus. This may lead to missed call scenarios when the CCP tab is not in focus, for example, when the agent is focused on a different tab or application.

    • Ensure agents know that they must focus on the CCP or the Agent Workspace Firefox browser tab when they accept and connect to a voice contact.

  • CCP does not initialize/connect—The most common causes are missing port/IP allowlist entries, not allowing browser microphone access, or not answering your external device.

  • Session expired message upon initial log in—If agents see the Session expired message while logging in, they probably need to refresh the session token. They need to go to your identity provider and log in, and then refresh the Amazon Connect page.

  • Periodic connection errors—The most common cause is network contention, or there may have been an ipranges.json update and the new entries have not been added to the allowlist.

  • Missed calls, state change delays, and CCP unresponsive—In most cases, this is intermittent and directly correlated with resource contention in the agent's workstation, network, or both. This can be made worse, or caused directly, by a poor, unstable, or strained connection to AWS resources at the private WAN/LAN, public WAN levels, or local workstation resource contention.

    • Check that the agent's hardware meets requirements and is in good condition.

  • One-way audio from customers— If an agent can hear the customer, but the customer can't hear the agent, this may be the result of an application taking exclusive control of agent's mic/speaker.

To troubleshoot call quality issues, see Troubleshoot audio quality issues by using QualityMetrics in the contact record.