How to document an Amazon Connect issue

At the time of the incident, do not reboot your computer or close your CCP. Please immediately document the following:

• Screen shots of any errors that you see
• CCP logs (see this page for instructions for downloading a log file)
• WebRTC dump (see this page for instructions on downloading the RTC dump)
• Perform Endpoint Test Amazon Connect Endpoint Test Utility (Use the link you click on to log in to Connect to start the test. Results can be downloaded--see bottom of results page)

Please also include the following when you send your issue information:

• Call center name (i.e. CICT or Vaccine, etc.)
• Date and time of the incident
• Detailed description of the incident. Please include screen shots of errors, if you can.
• Web browser used (include version) (How to locate version information for Chrome and Firefox)
• Operating system used (windows version or Mac OS version)

Please send the info above to health.connect@state.mn.us.

Documenting at the time of the incident is very important in investigating a problem. If the first 4 things above aren't captured at the time of the incident, the ability to investigate what is happening is extremely limited.

After this documentation is sent, check out the Troubleshooting page, or you can try one of the following things at a time to see if your CCP will work better :

• Log out of the CCP and log in with a different browser (Firefox or Chrome, whichever one you weren’t using)
• Log out of the CCP and reboot your computer
• If getting a WebRTC browser error or ICE Timeout, reboot your router

One of these steps usually resolves the problem, at least temporarily. If the problem occurs multiple times a day, even after rebooting multiple times, please send documentation of a new incident again (go through above steps).