How do I troubleshoot Amazon Connect CCP softphone errors?
I'm receiving softphone errors from my Amazon Connect Contact Control Panel (CCP) that say it can't connect to an endpoint.
"I'm receiving softphone errors from my Amazon Connect Contact Control Panel (CCP) that say it can't connect to an endpoint.Short descriptionThere are three types of Amazon Connect CCP endpoint errors:Signaling endpoint errorsMedia endpoint errorsAPI endpoint errorsThese errors appear in the Amazon Connect CCP logs as softphone errors, similar to the following examples.Note: You can use the CCP Log Parser to turn your raw CCP logs into a more read-friendly format. For more information, see CCP Log Parser on GitHub.Example Amazon Connect CCP softphone errorsSignaling endpoint errorsMedia endpoint errorsAPI endpoint errors"softphone ERROR {your contact ID} SESSION Failed connecting to signaling server Timeout" "softphone ERROR Softphone error occurred : signalling_connection_failure URL {signaling endpoint URL} cannot be reached.""softphone WARN {your contact ID} SESSION ICE collection timed out" "softphone ERROR {your contact ID} SESSION No ICE candidate"  "softphone INFO {your contact ID} SESSION ConnectSignalingAndIceCollectionState => FailedState"  "softphone ERROR Softphone error occurred : ice_collection_timeout Ice collection timedout.""ccp ERROR 'acceptContact' API request failed: [object Object]"  "ccp TRACE AWSClient: < Operation 'acceptContact' failed: {"message":"Network Failure","code":"NetworkingError","time":"....""Softphone errors occur when your Amazon Connect CCP can't communicate with one or more of the following required endpoints.Required Amazon Connect CCP endpointsEndpoint typeDomain/URL allow listPortSignalingFor CCP v1: rtc*.connect-telecom.{region}.amazonaws.com For CCP v2: *.transport.connect.{region}.amazonaws.com For more information, see Upgrade to the latest CCP.443(TCP)MediaTurnNlb-*.elb.{region}.amazonaws.com3478(UDP)API*.telemetry.connect.{region}.amazonaws.com New: additional domains to add to your allow list {myInstanceName}.my.connect.aws/ccp-v2 {myInstanceName}.my.connect.aws/api *.static.connect.aws Previously required: {myInstanceName}.awsapps.com/connect/ccp-v2 {myInstanceName}.awsapps.com/connect/api *.cloudfront.net443(TCP)Important: Make sure that you replace {region} in each domain with the location of your Amazon Connect instance. For more information, see Set up your network.ResolutionConfirm that nothing is blocking traffic to the endpoint domain listed in the error message. For more information, see Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list.Confirm that the required port for the endpoint domain listed in the error message is open on your network firewall. For more information, see Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list.If you're allowing IP address ranges, then confirm that all IP addresses used by Amazon Connect are on the required allow lists. For more information, see Allow IP address ranges.Confirm that your network connection is stable enough to allow the Amazon Connect CCP to maintain connection with the required endpoints.Related informationTroubleshooting issues with the CCPSet up your networkFollow"