Troubleshoot call disconnects by using DisconnectDetails in the contact record

This topic explains how to leverage the Amazon Connect DisconnectDetails in the contact record to troubleshoot call disconnect issues.

Step 1: Observe the issue

• No audio from agent:

  • Observation: If the customer cannot hear the agent, generally, leading to the customer disconnecting the call.

  • Potential causes: This can be caused by a combination of network/hardware configurations.

• No audio from agent and customer:

  • Observation: If the customer cannot hear the agent, and the agent cannot hear the customer.

  • Potential causes: This can be caused by network connectivity issues.

Step 2: Analyze the impact

Use the DisconnectDetails data together with other fields on the contact record such as agent hierarchies and device info to identify which users are affected and to spot any trends. Using this information, answer the following questions to understand overall impact: 

• What percentage of agents are impacted?

  • Scenario 1:  If only a single agent seems to be facing the problem, it could be related to agent workstation/hardware/system/network configuration of the agent. 

  • Scenario 2: If multiple agents in the same hierarchy <(ex: same geographical location, or office) audio quality issues, this could be a result of a local network issue (modem/ISP/Router/LAN connections) or recent software upgrades to these agent workstations.

  • Scenario 3: Multiple agents (working remote and/or at office location) may be facing the issue. Check the browser/system configurations for any updates along with any network changes that may have occurred at the organizational level.

• What percentage of calls are affected in a given day and out of how many calls?

• Is the issue observed on incoming calls, outgoing calls or both?

• Is there any call forwarding entity from which the calls are being forwarded to Amazon Connect? If so, does the call disconnect issue occur in case of direct dials to Amazon Connect?

Step 3: Gather information

To troubleshoot call disconnect issues, start by collecting the following information:

• The Amazon Connect instance ARN: For instructions, see Find your Amazon Connect instance ID or ARN.

• Contact ID of the affected call you're going to investigate.

• View the contact records for the contact ID. For instructions, see View a contact record in the UI.

• The following additional resources will also help you identify the source of the issue:

  • Call recordings: Amazon Connect call recordings are helpful in understanding deeper insights regarding call quality.

    • The agent audio is stored in the right channel.

    • All incoming audio, including the customer and anyone conferenced in, is stored in the left channel.

  • Download CCP logs: The logs help provide insights for a given call handled by an agent.

  • Endpoint Test Utility results: This browser based tool helps you validate agent workstation settings in a JSON format.

Step 4: Use DisconnectDetails

When you're viewing the contact record for the affected contact, go to the DisconnectDetails section. It provides insights into a call getting disconnected ungracefully due to potential media connection or device issues.

For calls with PotentialDisconnectIssue, the field will be populated with the detected reason of AGENT_CONNECTIVITY_ISSUE or AGENT_DEVICE_ISSUE.

• AGENT_CONNECTIVITY_ISSUE: This suggests that there is an issue with the network connectivity between agent workstation and Amazon Connect. It is causing the call to disconnect.  For additional troubleshooting steps, see Troubleshoot your network.

• AGENT_DEVICE_ISSUE: This suggests that there is an issue with the agent's workstation or headset hampering two-way communication resulting in one of the parties to hang up. For additional troubleshooting steps, see Troubleshoot an agent's workstation.