Troubleshoot audio quality issues in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/troubleshoot-audio-quality.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS's procedure branches on the collected metrics: abnormal metrics are treated as a network issue and the absence of abnormal metrics as a workstation issue. in context
• AWS's audio-quality procedure treats a CCP-log JitterBufferMillis above 30 ms and a RoundTripTime above 300 ms as abnormal. in context
• AWS names a CloudWatch ToInstancePacketLossRate above 20% as the marker of a severe network issue and says audio quality can degrade at packet loss well below 20%. in context
• AWS says firewalls, proxies and NAT in the agent path must allow UDP 3478 for media, TCP 443, and WebSocket traffic for the Amazon Connect softphone. in context
• AWS's audio-quality triage table attributes no audio in both directions (when not following a reboot) to Contact Control Panel setup, microphone access, or ports. in context
• AWS's audio-quality triage table attributes one-way audio to exclusive microphone or speaker control by another application, or to network address translation. in context
• AWS states that Amazon Connect records a call at the service, so degradation that is audible in the recording happened before the audio reached the service, and a clean recording with a complaint means the degradation happened on the path to the listener. in context
• AWS advises scoping an audio problem by population: a single affected agent points to that agent's workstation and headset, several agents in one location point to the local network or a pushed software update, and agents across locations point to an organization-level network change or a browser or OS auto-update. in context
• AWS lists four agent-side diagnostics to run in order: the Endpoint Test Utility, QualityMetrics from the contact record, the CCP logs, and Amazon CloudWatch. in context
• For a suspected network cause, AWS says to test whether the issue reproduces without the VPN and, if a VPN is required, whether split tunneling is enabled for real-time traffic. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Troubleshoot audio quality issues in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-troubleshoot-audio-quality

BibTeX

@misc{warmtransfer-aws-connect-troubleshoot-audio-quality,
  title  = {Troubleshoot audio quality issues in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-troubleshoot-audio-quality},
  note   = {Amazon Web Services, accessed 2026-09-30}
}