Amazon Connect - Troubleshooting

In this course, you will learn how to gather information about Amazon Connect and use this information to help troubleshoot common issues. You will also learn how to provide effective support case details if you need to escalate to Amazon Web Services (AWS) Support.

This course will give you the resources to help you address support issues independently. It will also provide resources you can use to try to expedite resolution through shared troubleshooting approaches.

Course Level: Intermediate

Duration: 1 Hour

Activities

This course includes presentations, troubleshooting scenarios, and helpful resources.

Course objectives

In this course, you will learn to:

• Recognize and resolve issues with Amazon Connect.
• Employ best-practice troubleshooting methodologies when investigating Amazon Connect issues.
• Locate and apply available AWS Support documentation for Amazon Connect issues.
• Recognize and record relevant information to escalate Amazon Connect issues to the AWS Support team.

Intended audience

This course is intended for:

• Engineers who manage an Amazon Connect environment 

Prerequisites

We recommend that attendees of this course have:

• Basic knowledge of the AWS Management Console
• Basic knowledge of Amazon Connect
• Basic knowledge of firewalls, routing, network troubleshooting, and using the AWS Command Line Interface (AWS CLI) tool

Course outline

Module 1: Introduction

• How to Use This Course
• Overview of Amazon Connect
• Gathering Information with the AWS Management Console
• Gathering Information Using the AWS CLI
• Monitoring Amazon Connect

Module 2: Troubleshooting

• General Problem Determination
• Troubleshooting Agent CCP Errors
• Troubleshooting Audio Quality Issues
• Troubleshooting Contact Flow
• Troubleshooting Routing

Module 3: Getting Help

• Resources
• Support
• Feedback