AWS connect documentation change
Summary
Updated troubleshooting instructions: corrected typo ('browsers' to 'networks'), clarified agent sign-in procedures, expanded acronyms (VPN/VDI), and improved wording consistency.
Security assessment
Changes involve clarifications and typo fixes without introducing or modifying security controls. No evidence of vulnerability remediation or security incident response.
Diff
diff --git a/connect/latest/adminguide/open-case-troubleshoot-audio.md b/connect/latest/adminguide/open-case-troubleshoot-audio.md index eda7647e8..74b528f8a 100644 --- a//connect/latest/adminguide/open-case-troubleshoot-audio.md +++ b//connect/latest/adminguide/open-case-troubleshoot-audio.md @@ -13 +13 @@ If your contact center has call quality issues that persist even after performin -Provide information for at least 3-5 examples of call quality issues. The examples must not be older than 24 hours. +Provide information for at least 3–5 examples of call quality issues. The examples must not be older than 24 hours. @@ -15 +15 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 1. The ARN of your Connect Customer instance. For instructions, see [Find your Connect Customer instance ID or ARN](./find-instance-arn.html). + 1. The ARN of your Connect Customer instance. For instructions on finding your instance ARN, see [Find your Connect Customer instance ID or ARN](./find-instance-arn.html). @@ -31 +31 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 2. Networks. Specify the different browsers you tested and the results. + 2. Networks. Specify the different networks you tested and the results. @@ -33 +33 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 3. Ask the affected agent to login through a different machine to determine the behavior pattern. This will help isolate whether the issue pertains to a specific system. + 3. Ask the affected agent to sign in on a different machine to determine the behavior pattern. This helps isolate whether the issue is specific to one machine. @@ -37 +37 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 4. Provide details about the agent's environment: VPN/Firewall/VDI configuration, along with a description. + 4. Provide details about the agent's environment: virtual private network (VPN), firewall, and virtual desktop infrastructure (VDI) configuration, along with a description. @@ -39 +39 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 5. Specify the type of CCP your agent is using (is it customized with StreamsJs or the default version). Share your observation from the default CCP along with the [downloaded CCP logs](./download-ccp-logs.html) of the affected calls. + 5. Specify the type of Contact Control Panel (CCP) your agent is using (is it customized with the Connect Customer Streams API or the default version). Share your observation from the default CCP along with the [downloaded CCP logs](./download-ccp-logs.html) of the affected calls. @@ -43 +43 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 7. Provide an impact assessment and date/time when it started. Provide in UTC format. + 7. Provide an impact assessment and date and time when it started. Provide in UTC format. @@ -45 +45 @@ Provide information for at least 3-5 examples of call quality issues. The exampl - 8. Provide your observations after running Ping and MTR. + 8. Provide your observations after running Ping and MTR (My Traceroute).