Network issues are the number one reason for call quality and disconnect problems in contact centers. Before reading this topic, we recommend that you review Set up your network to use the Amazon Connect Contact Control Panel (CCP) to verify that your network is setup correctly for Amazon Connect.
This topic explains how to investigate and fix underlying network problems.
Get started
Ensure your environment is set up as follows:
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Determine which router(s) is experiencing congestion and increase its bandwidth to resolve this issue (or use a powerful router that can handle the full bandwidth of your internet connection).
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Use fixed Ethernet (not Wi-Fi) wherever possible.
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Reduce packet conflicts on Wi-Fi by reducing number of devices operating on the same channel.
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Avoid large data file transfers going over the same Wi-Fi environment concurrently.
Run the Endpoint Test Utility
Run the Endpoint Test Utility tool from the affected agent's computer and check the results:
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This tool helps determine the latency between your Amazon Connect instance and the agent browser. For a successful test, the status is Success. The average latency should be not be more than 300 ms. Latency that is above this value could result in potential audio quality issues.
The following image shows example results from a latency test.
You can also test latency by using the different AWS Regions to test connectivity to from agent browser.
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Check whether the agent's workstation is set up correctly: verify they are using a supported browser and verify network connectivity across required ports for media streams. The following image shows the results for an agent workstation that meets all of requirements for Amazon Connect
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Higher latency also leads to packet loss.
Investigate network components and devices
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Confirm whether the agents who are experiencing the issue are logging in using the same network or are logging in remotely.
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If they are using VPN/firewall, does this issue happen only on the company VPN or over the public internet as well?
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If there is a VDI setup, follow recommendations in Use Amazon Connect in a VDI environment. Were there any changes made? Does the issue occur in a non-VDI setup (in a simple desktop environment).
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Ensure there aren't any anti-viruses/software on the agent's machine or in the agent network that could impact the calls and cause audio quality issues.
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Ensure the agent(s) do not experience any network connectivity or bandwidth issues.
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Firewalls - Firewalls, proxies or security groups blocking required ports and protocols can cause audio issues, drops, and delays. Ensure UDP 3478, TCP 443, and web sockets are allowed.
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NAT Devices - NAT traversal can cause one-way or no audio if not properly configured. Use static NAT when possible and enable keep-alives.
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VPNs - Encrypted VPN tunnels add overhead and latency that degrade audio. Prioritize quality over encryption for real-time traffic.
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Wi-Fi - Wireless connections are prone to interference and congestion leading to jitter and packet loss. Use wired connections when possible.
