1. Agents are receiving inbound calls, they click on accept multiple times and the call does not accept, gets routed to the next agent and the initial agent goes offline automatically. 2. Agent experiences sound quality issue where the inbound call comes in, the agent can hear the caller clearly but the caller hears a "choppy" audio on there end. Any help or guidance is appreciated!
Hi Osman!
For the two symptoms, I’d troubleshoot them separately because they can have different causes.
For the call not being accepted and the agent going offline, check the agent’s Omni-Channel/voice presence state, browser console logs, and whether the Amazon Connect contact is actually being accepted when the agent clicks Accept. Also check whether multiple clicks are generating duplicate accept attempts or causing a timeout before the contact is routed to the next agent.
For the choppy audio heard by the caller, check the agent’s network stability, browser/device audio settings, headset, and Amazon Connect contact/voice logs. Since the agent can hear the caller clearly but the caller hears choppy audio, I’d specifically investigate the agent-to-caller outbound audio path and network/WebRTC conditions.
If possible, capture the timestamp, agent, contact/call ID, and browser/OS for one example of each issue. That should make it much easier to correlate the Salesforce and Amazon Connect logs.
