# Improve call quality on agent workstations in Amazon Connect contact centers
*Ernest Ozdoba, Amazon Web Services*
## Summary
Call quality issues are some of the most difficult problems to troubleshoot in contact centers. To avoid voice quality issues and complex troubleshooting procedures, you must optimize your agents’ work environment and workstation settings. This pattern describes voice quality optimization techniques for agent workstations in Amazon Connect contact centers. It provides recommendations in the following areas:
+ Work environment adjustments. Agents’ surroundings don’t affect how voice is transmitted over the network, but they do have an effect on call quality.
+ Agent workstation settings. Hardware and network configurations for contact center workstations have significant effects on call quality.
+ Browser settings. Agents use a web browser to access the Amazon Connect Contact Control Panel (CCP) website and communicate with customers, so browser settings can affect call quality.
The following components can also affect call quality, but they fall outside the scope of the workstation and aren’t covered in this pattern:
+ Traffic flows to the Amazon Web Services (AWS) Cloud over AWS Direct Connect, a full-tunnel VPN, or a split-tunnel VPN
+ Network conditions when working in or outside the corporate office
+ Public switched telephone network (PSTN) connectivity
+ The customer’s device and telephony carrier
+ Virtual desktop infrastructure (VDI) setup
For more information relating to these areas, see [Common Contact Control Panel (CCP) Issues](https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html) and [Use the Endpoint Test Utility](https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html) in the Amazon Connect documentation.
## Prerequisites and limitations
**Prerequisites**
+ Headsets and workstations must comply with the requirements specified in the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html).
**Limitations**
+ The optimization techniques in this pattern apply to soft phone voice quality. They do not apply when you configure the Amazon Connect CCP in desk phone mode. However, you can use desk phone mode if your soft phone setup doesn’t provide acceptable voice quality for the call.
**Product versions**
+ For supported browsers and versions, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/browsers.html).
## Architecture
This pattern is architecture-agnostic because it targets agent workstation settings. As the following diagram shows, the voice path from the agent to the customer is affected by the agent’s headset, browser, operating system, workstation hardware, and network.
![\[Voice path from agent to customer in Amazon Connect workstation calls\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/images/pattern-img/04ac4c80-30c4-4a48-8411-e3aac7bc2887/images/04e94efc-39d1-424d-a299-89ea17d40153.png)
In Amazon Connect contact centers, the user’s audio connectivity is established with WebRTC. Voice is encoded with the [Opus interactive audio codec](https://opus-codec.org/) and encrypted with the Secure Real-time Transport Protocol (SRTP) in transit. Other network architectures are possible, including VPN, private WAN/LAN, and ISP networks.
## Tools
+ [Amazon Connect Endpoint Test Utility](https://tools.connect.aws/endpoint-test/) – This utility checks network connectivity and browser settings.
+ Browser configuration editors for WebRTC settings:
+ For Firefox: **about:config**
+ For Chrome: **chrome://flags**
+ [CCP Log Parser ](https://tools.connect.aws/ccp-log-parser/index.html)– This tool helps you analyze CCP logs for troubleshooting purposes.
## Epics
### Adjust the work environment
| Task | Description | Skills required |
| --- | --- | --- |
| Reduce background noise. | Avoid noisy environments. If this is not possible, optimize the environment with these soundproofing tips:[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Agent, Manager |
### Optimize agent workstation settings
| Task | Description | Skills required |
| --- | --- | --- |
| Choose the right headset. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Agent, Manager |
| Use the headset as intended. | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Agent |
| Check workstation resources. | Make sure that your agents’ computers are performant. If they use third-party applications that consume resources, their computers might not meet the minimum [hardware requirements](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html) to run CCP. If agents experience call quality issues, make sure that they have enough processing power (CPU), disk space, network bandwidth, and memory available for CCP. Agents should close any unnecessary applications and tabs to improve CCP performance and call quality. | Administrator |
| Configure the operating system’s sound settings. | The default settings for microphone level and boost usually work fine. If you find that outbound voice is quiet or the microphone is picking up too much, it might help to adjust these settings. Microphone settings can be found in your computer’s system sound configuration (**Sound**, **Input** on [MacOS](https://support.apple.com/en-gb/guide/mac-help/mchlp2567/12.0/mac/12.0), **Microphone Properties** in [Windows](https://support.microsoft.com/en-us/windows/fix-microphone-problems-5f230348-106d-bfa4-1db5-336f35576011)). You can access advanced settings that might affect voice quality through system tools or third-party applications. Here are some of the settings you can check:[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html)If you’re experiencing voice quality issues, try restoring these values to their default settings before investigating further.For more information about these and other adjustable settings, see your device manual. | Agent, Administrator |
| Use a wired network. | Typically, wired ethernet has lower latency, so it is easier to provide the consistent transmission quality required for voice data transmission. We recommend 100 KB bandwidth per call at the minimum. [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Network administrator, Agent |
| Update hardware drivers. | When you use a USB or other type of headset that has its own firmware, we recommend that you keep it updated with the latest version. Simple headsets that use an auxiliary port use the computer’s built-in audio device, so make sure that the operating system hardware driver is up to date. In rare cases, an audio driver update can cause audio issues, and you might need to roll it back. For more information about changing firmware and driver versions, see your device manual. | Administrator |
| Avoid USB hubs and dongles. | When you connect your headset, avoid additional devices such as dongles, port type converters, hubs, and extension cables.These devices might affect call quality. Connect your device directly to the port in your computer instead. | Agent |
| Check CCP logs. | The CCP Log Parser provides an easy way to check application logs.[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Agent (advanced skills) |
### Optimize browser settings
| Task | Description | Skills required |
| --- | --- | --- |
| Restore default WebRTC settings. | WebRTC has to be enabled to make soft phone calls with CCP. We recommend that you keep the default settings for WebRTC-related features. [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html) | Administrator |
| Disable browser extensions when troubleshooting. | Some browser extensions might affect call quality or even prevent calls from connecting properly. Use the incognito window or private mode in your browser, and disable all extensions. If that solves the problem, review your browser extensions and look for suspicious add-ons, or disable them individually. | Agent, Administrator |
| Check the browser sample rate. | Confirm that your microphone input is set to the optimal 48 kHz sample rate. For instructions, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/verify-sample-rate.html). | Agent, Administrator |
## Related resources
If you’ve followed the steps in this pattern but you’re still encountering problems with call quality, see the following resources for troubleshooting tips.
+ Review [common Contact Control Panel (CCP) issues](https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html).
+ Check the connection with the [Endpoint Test Utility](https://docs.aws.amazon.com/en_us/connect/latest/adminguide/check-connectivity-tool.html).
+ Follow the [troubleshooting guide ](https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html)for any other issues.
If your troubleshooting and adjustments don’t solve the call quality issue, the root cause might be external to your workstation. For further troubleshooting, contact your IT support team.