AWS describes the CCP ice_collection_timeout error as occurring when a request to the softphone media endpoint on port 3478 over UDP times out and the CCP cannot collect ICE candidates, which results in missed calls; the first listed fix is to check that firewall or NAT settings allow outbound UDP 3478.
Checked 2026-09-30
Call failed due to a browser-side WebRTC issue.
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- softphone media / ICE
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
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, September 30). Troubleshooting browser softphone audio in cloud contact centers: source note browser-softphone-audio-troubleshooting-aws-ice-timeout. WarmTransfer. https://warmtransfer.net/knowledge/claims/browser-softphone-audio-troubleshooting-aws-ice-timeout
BibTeX
@misc{warmtransfer-claim-browser-softphone-audio-troubleshooting-aws-ice-timeout,
title = {Troubleshooting browser softphone audio in cloud contact centers: source note browser-softphone-audio-troubleshooting-aws-ice-timeout},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/browser-softphone-audio-troubleshooting-aws-ice-timeout},
note = {Source note browser-softphone-audio-troubleshooting-aws-ice-timeout, checked 2026-09-30}
}