Amazon Connect's softphone (Contact Control Panel) uses WebRTC technology to deliver voice calls directly through the browser. A correctly configured workstation is critical for call quality, agent availability, and customer experience. This tool validates every technical requirement — browser version, WebRTC API availability, microphone permissions, STUN/TURN reachability, codec support, and network throughput — in one click.
What browsers does Amazon Connect softphone support?
Amazon Connect officially supports Google Chrome (latest 3 versions) and Mozilla Firefox (latest 3 versions) on Windows and macOS. Microsoft Edge (Chromium) is also supported. Safari has WebRTC limitations. Internet Explorer is not supported. Chrome is strongly recommended for the best softphone performance and lowest latency.
What network ports does Amazon Connect require?
Amazon Connect requires: TCP 443 (HTTPS for CCP/signaling), TCP/UDP 3478 (STUN/TURN), UDP 49152–65535 (RTP media streams). The domains *.awsapps.com, *.my.connect.aws, *.softphone.connect.amazonaws.com, and rtc.connect.amazonaws.com must be whitelisted. Block any of these and agents will experience one-way audio or dropped calls.
What causes one-way audio in Amazon Connect?
One-way audio is almost always a STUN/TURN reachability issue. Common causes: corporate firewall blocking UDP ports 3478 or 49152-65535, VPN split tunneling not including AWS media endpoints, browser microphone permissions denied, or a symmetric NAT that blocks ICE candidate gathering. Run this validator to identify the exact failure point.
Does Amazon Connect work over VPN?
Yes, but VPN configuration is critical. Full-tunnel VPNs often add 50-150ms latency and may block UDP ports needed for WebRTC media. The recommended approach is split-tunnel VPN that routes AWS Connect media endpoints directly to the internet, bypassing the VPN tunnel. Required domains and IP ranges are published in the Amazon Connect network requirements documentation.
What are the minimum hardware requirements for Amazon Connect?
AWS recommends: 2GHz dual-core processor or better, 4GB RAM minimum (8GB for CRM integrations), USB headset with noise cancellation, 10 Mbps broadband (dedicated), <150ms round-trip latency to AWS region, <1% packet loss. For screen sharing or video: 8GB RAM, dedicated GPU recommended. Wired ethernet is strongly preferred over Wi-Fi.
What audio codecs does Amazon Connect use?
Amazon Connect uses Opus (the preferred codec — wideband, adaptive bitrate, excellent for voice), PCMU (G.711 μ-law, 64kbps, PSTN fallback), and PCMA (G.711 A-law, 64kbps, international PSTN). The CCP negotiates the best codec via SDP. All modern browsers support Opus. If Opus negotiation fails, the session falls back to PCMU/PCMA automatically.
