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Amazon Connect sound and connectivity configurations

Last Update: Nov 2024 • Est. Read Time: 2 MIN
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In order to use Amazon Connect, you must be connected to the internet and allow your browser (Chrome or Firefox only) to have access to your sound and microphone. If either of these configurations is not set up correctly, you will not be able to receive calls.

Poor internet connection

Amazon Connect requires an internet connection to work properly. If your wifi or internet experiences connectivity issues, you will see the following alert along your Kustomer toolbar.

Once your internet connection is reestablished, Amazon Connect will work.

Incorrectly configured sound settings

You must allow your browser to have access to your microphone to use Amazon Connect. If your microphone access is blocked, you may encounter an issue where you can hear the customer, but they will not hear you. If your microphone access is not set up correctly, you will see the following alert along your Kustomer toolbar.

To resolve this issue, you must go to your browser settings and allow your browser to access the microphone. For information on how to do this, please visit your browser's help center. 

Some customers may also need to allow their browser to let Kustomer access sound and camera for Connect to work properly. You can find instructions for this at Google Chrome Help: Change site settings permissions. (Please select Allow for Sound, Microphone, and Camera.)

Allow your Kustomer URL to play sounds in your browser

You may need to add your Kustomer URL to the allowed list in your browser to ensure that sound works properly. You can find instructions for this at Google Chrome Help: Choose your privacy settings

Once on the Privacy and Settings page, select Site Settings and then select Sound. In the Allow section, select Add, enter your Kustomer URL, and select Add again. Your URL is now added and will be allowed to play sounds.

Connect network configuration

It's important to note that your network configuration can impact Amazon's ability to properly send call data to your Agents. The Kustomer instance listens into the data stream to provide Agents with a pre-created conversation, and screen pop. If you experience issues where some calls are not able to be answered, or when you the answer the calls are no longer available, it's important for you to contact your Amazon Support representative and your IT team. It's possible that your office network is not properly configured to allow call traffic to flow as a priority, or that you are blocking IP addresses Amazon rotates through. The misconfigured network would also be responsible for any errors in the CCP related to "soft-phone failure error".

For information on Amazon Connect's minimum system requirements, see Workstation Requirements for the CCP.

Please see the following Amazon documentation for more information: