Source note · Troubleshooting Amazon Connect softphone and CCP audio
The ice_collection_timeout error ('Call failed due to a browser-side WebRTC issue') occurs when the CCP's request to the TurnNlb softphone media endpoint on UDP 3478 times out so ICE candidates cannot be collected; AWS's fix is to allow outbound UDP 3478 through firewalls and NAT.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- Contact Control Panel softphone media
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Contact Control Panel (CCP) Issues — Amazon Web Services · tier 2 current vendor documentation · Section 'CCP WebRTC issues' and its 'How to fix'
Cite this note
APA
WarmTransfer. (2026, October 2). Troubleshooting Amazon Connect softphone and CCP audio: source note amazon-connect-ccp-audio-troubleshooting-ice-timeout. WarmTransfer. https://warmtransfer.net/knowledge/claims/amazon-connect-ccp-audio-troubleshooting-ice-timeout
BibTeX
@misc{warmtransfer-claim-amazon-connect-ccp-audio-troubleshooting-ice-timeout,
title = {Troubleshooting Amazon Connect softphone and CCP audio: source note amazon-connect-ccp-audio-troubleshooting-ice-timeout},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/amazon-connect-ccp-audio-troubleshooting-ice-timeout},
note = {Source note amazon-connect-ccp-audio-troubleshooting-ice-timeout, checked 2026-10-02}
}