Design your Connect Customer contact center for low latency to help ensure call quality

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/low-latency-design.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS Site Terms (license of documentation text not verified this run); no-redistribution; short excerpts and locators only

Source notes citing this source

• Since July 2023, claiming phone numbers located in countries outside the instance's AWS Region no longer requires an opt-in approval; AWS instead provides best-practice design guidance. in context
• AWS advises calculating latency in a test environment before production, using the Connect Customer Endpoint Test Utility to check latency. in context
• AWS recommends anchoring either the phone numbers or the agents in the AWS Region where they are geographically located; if both are in a different Region from the instance, WebRTC round-trip network latency is extended above 500 ms and call quality may suffer. in context
• AWS recommends under 500 ms end-to-end latency for best call quality, says up to 900 ms combined network and telephony latency may be acceptable, and states that above 900 ms causes significant delay between agents and customers. in context
• After you claim a number you can immediately call it, and Connect Customer uses the default flows to power that initial experience; to test a customized flow you assign a number to it and call that number. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Design your Connect Customer contact center for low latency to help ensure call quality. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-low-latency-design

BibTeX

@misc{warmtransfer-aws-connect-low-latency-design,
  title  = {Design your Connect Customer contact center for low latency to help ensure call quality},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-low-latency-design},
  note   = {Amazon Web Services, accessed 2026-09-30}
}