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Audio quality is a path, not a codec myth — Learn it in 5 minutes
About five minutes of reading
Connect's softphone does not ask you to pick G.711. The failures are path failures.
The troubleshooting guide names firewalls, NAT, and VPNs first. Robotic audio, one-way audio, and mid-call drops belong to that list. Run the endpoint tool on the affected workstation. Compare a call on the office LAN with a call on the VPN.
After a Transfer to phone number, the other system owns the media. A clean CCP test and a bad external transfer means the far end, the carrier, or the PBX.
- Stateless firewalls drop the return UDP.
- VDI relocates the media.
- A bad headset is still possible. Swap it after the network test, not before.
- Packet captures are the capture step, not the first step.
Number on this page: First test Endpoint. On the agent's own desktop
Sources and go deeper
- Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer AWS docs. last checked 2026-10
- Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10
- Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post community. last checked 2026-10
- How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer AWS docs. last checked 2026-10
- RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor RFC. last checked 2026-10
- WebRTC - Wikipedia Wikipedia. last checked 2026-10