Troubleshooting Issues when using 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: Use the Endpoint Test Utility
• Troubleshoot audio quality issues by using QualityMetrics in the contact record
• Common Contact Control Panel (CCP) Issues
• Download CCP logs
• Troubleshooting Tools and Information
• Mobile phones (iPhone, Android) and iPads are not supported
• Problem using the CCP: Agents can't make an outbound call
• Internal firewall prevents access to chat or case attachments
• Humming sound in headset: Verify the headset and browser sample rates
• One-way audio from customers?