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Contact Control Panel (CCP) Issues - Amazon Connect Customer
CCP browser microphone accessCCP initialization issuesCCP WebRTC issuesCCP audio issues on first call after system reboot when using Windows 11CCP outbound configuration issuesCCP invalid number issuesOne-way audio from customers

Contact Control Panel (CCP) Issues

This topic is for IT administrators who are experienced with investigating issues with their network. It discusses the most common issues agents might encounter when using the Contact Control Panel (CCP).

For example, the most common issues are typically poor audio quality due to the network, and hardware issues, such as microphone access.

This topic explains how to investigate, diagnose, and fix the most common CCP issues.

The following list shows the error messages that appear as red banners in the CCP, and provides links to their solutions:

Microphone is not accessible

The CCP cannot access the agent microphone, which can cause missed calls. To resolve this error, see CCP browser microphone access.

Initialization Failed

The agent environment is missing required allowlist domains or IP addresses. To resolve this error, see CCP initialization issues.

Failed to establish softphone connection

The browser cannot establish a media channel with Connect Customer softphone media, often because the agent network blocks the TurnNLB domain or cannot resolve DNS. To resolve this error, see CCP WebRTC issues.

Call failed due to a browser-side WebRTC issue

The CCP cannot collect ICE candidates because a request to Connect Customer softphone media times out. To resolve this error, see CCP WebRTC issues.

Invalid outbound configuration

The instance does not have outbound calling enabled, or the queue has no outbound caller ID. To resolve this error, see CCP outbound configuration issues.

Invalid number

The dialed number does not use E.164 format, or your instance does not allow the destination for outbound calling. To resolve this error, see CCP invalid number issues.

CCP browser microphone access

The CCP conforms to microphone usage guidance that's specific to their browser.

  • The CCP has access to connect to the agent's microphone only when the permission is granted for the current session. The permission is stored in the browser's memory.

  • In addition, Firefox requires the CCP tab to be in focus in order for microphone and audio to be passed through.

Agents might encounter missed call scenarios when the CCP tab has no microphone access. Missed calls can also happen when the CCP tab is not in focus, for example, when the agent is focused on a different tab or application.

  • Error message title: Microphone is not accessible

  • Message: Enable access to the microphone and refresh the page

The following image shows an example of a missed call scenario due to the CCP tab not having access to agent's microphone.

The CCP, the error message Microphone is not accessible.

How to fix

  • If your agents are using Firefox, make sure they know to focus on the CCP tab when they accept and connect to a voice contact.

  • Use the End Point Connectivity Tool to determine if the browser has appropriate access to media devices such as microphone, speakers, or headset.

CCP initialization issues

Initialization issues are most commonly caused by missing domain or port/IP allowlist entries in your agent environment. This results in missed calls.

The CCP initialization process depends on the API and signalling endpoints. These are accessed by using the allow-listed domains, such as *myInstanceName.awsapps.com/connect/api and *.transport.connect.region.amazonaws.com, or subsequent IP addresses.

  • Error message title: Initialization Failed

  • Message: Try fixing your connection by logging out, and then logging on again. If you need help, contact your administrator.

The following image shows an example of a missed call scenario due to missing allowlisted domains.

The CCP, the error message Initialization Failed.

How to fix

  • Check that you have added all domains and IP addresses listed in Option 1 of Set up your network.

  • Use the End Point Connectivity Tool to determine if the browser has appropriate access to all required endpoints.

  • Because errors can occur due to poor networking conditions, and then result in latency or outages, we recommend also checking your agent networking connections.

CCP WebRTC issues

WebRTC issues occur when a request to Connect Customer Soft-phone Media (TurnNlb-xxxxxxxxxxxxx.elb.region.amazonaws.com:3478?transport=udp) times out and the CCP is unable to collect ICE candidates to establish a connection. The result is missed calls.

  • Error message title: ice_collection_timeout title, WebRTC issue

  • Messages: ice_collection_timeout message, Call failed due to a browser-side WebRTC issue.

How to fix

  • Check Firewall or NAT settings to see if UDP 3478 outbound traffic to Amazon Connect Softphone Media is allowed. See Set up your network.

  • Use the End Point Connectivity Tool to determine if agents are able to successfully connect to all the required endpoints.

  • Because errors can occur due to poor networking conditions, and then result in latency or outages, we recommend also checking your agent networking connections.

CCP audio issues on first call after system reboot when using Windows 11

Issue Description

After performing a Windows 11 system reboot, your agents might experience complete audio failure ("dead air") during your first call, where neither your agent nor the customer can hear each other.

Root Cause

This issue occurs due to two Windows 11 system behaviors:

  1. The network interface card (NIC) unexpectedly restarts when Chrome/Edge browsers request audio packet prioritization.

  2. Volume control adjustments trigger network-related services, which can cause NIC restarts.

Affected Systems

  • Windows 11 workstations

  • Chrome and Edge browsers

  • Contact Center softphone applications

Resolution

To prevent this issue, you must modify the startup type of several Windows services from Manual to Automatic:

Required Service Changes:

  • qWAVE (Quality Windows Audio/Video Experience)

  • ndisuio.sys

  • dmwAppushSvc (Device Management Wireless Application Protocol (WAP) Push message Routing Service)

  • SstpSvc (Secure Socket Tunneling Protocol Service)

  • RasMan (Remote Access Connection Manager)

Contact your IT support team to implement these changes, as they require administrative privileges.

Additional Notes

  • This solution ensures critical services which could restart the network interface controller (NIC) if launched at run time are launched before the the agent's first call.

  • No further action is required after these changes are implemented.

  • If you continue to experience issues after this fix, contact technical support.

CCP outbound configuration issues

Outbound configuration issues often arise when the instance is not enabled for outbound calling, or when there is no outbound caller ID specified for making calls.

  • Error message title: Invalid outbound configuration

  • Message: Before you can place an outbound call, you must associate a phone number with this queue. Contact your administrator for further assistance.

The following image shows an example of a invalid outbound configuration message on the CCP.

The CCP, the error message Invalid outbound configuration.

How to fix

CCP invalid number issues

Invalid number issues are primarily seen when an agent enters a phone number that is not in E.164 format. Or, if the phone number destination has not been allow-listed for outbound calling on the Connect Customer instance.

  • Error message title: Invalid number

  • Message: We are unable to complete the call as dialed. Try again, or contact your administrator.

The following image shows an example of a invalid number message on the CCP.

The CCP, the error message Invalid number.

How to fix

One-way audio from customers

If an agent can hear the customer, but the customer can't hear the agent, this might be the result of an application taking exclusive control of agent's mic/speaker.

How to fix

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