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Call Quality / Connectivity Issues

Calls are reliant on internet connectivity, therefore it is important that you are using the most stable connection you can. As AWS is running on a local machine, there is also often issues with resource contention that can cause call quality or connectivity issues.

Missed calls, state change delays, and CCP unresponsive

In most cases, this is intermittent and directly correlated with resource contention in the agent’s workstation, network, or both. This can be made worse, or caused directly, by a poor, unstable, or strained connection to AWS resources at the private WAN/LAN, public WAN levels, or local workstation resource contention.

It is also recommended to properly restart the computer in order to clear any programs, drivers, or other malfunctioning components of Windows.

How to check your connection

  1. Ensure you have a stable connection to the internet

  2. If you are using WiFi from home, make sure you are as close to your router as possible and other devices using the same network are kept to a minimum

  3. Ethernet connection is always preferred for stability

  4. If you are using a VPN, please check there are no ongoing issues

  5. If you do not require the use of a VPN please ensure this is disabled

  6. Go to the Amazon Latency Test

  7. Click the Run Tests button highlighted below

Results - Latency

In order to ensure you have a reliable connection, latency results for your closest AWS Region should be below 50ms (highlighted below)

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