Troubleshooting Issues with the Contact Control Panel (CCP)
Troubleshooting Contact Control Panel (CCP) issues requires support from your network operations, system administrator, and virtual desktop (VDI) solution teams to collect the appropriate level of information to identify root cause and drive resolution. To help determine the appropriate resources to engage, it's important to categorize issues with similar symptoms. The following guidance has been helpful in assisting Amazon Connect customers in resolving CCP issues with their operations support teams.
Contents
Validate connectivity to Amazon Connect with the Endpoint Test Utility
Troubleshoot audio quality issues by using QualityMetrics in the contact record
Download and review Amazon Connect Contact Control Panel (CCP) logs
Agent workspace and CCP do not support mobile phones (iPhone, Android) and iPads
Problem using the CCP: Agents can't make outbound calls in the Contact Control Panel (CCP)
Internal firewall or missing CORS policy prevents access to chat, email, or case attachments
Humming sound in the agent's audio device: Verify the headset and browser sample rates
