Known issues: Amazon Connect real-time audio

The following issues apply only to real-time audio capturing.

Do not mix Cloud and On-prem recorder roles

Although the system allows it, do not configure a member group's Shared Recorders to include both a Cloud recorder and an IP Capture recorder. This type of configuration is invalid and can lead to inconsistent or unpredictable recording behavior.

Recommendation:

For an on-prem (local) deployment, never use the cloud recorder (External Cloud Recording Configuration) role.
Do not mix cloud recorders and IP Recorders per Amazon Connect Application data source.

Use a single member group for local Recorder pooling

Although the system allows multiple member groups to be added to the same Application data source, real‑time audio capture is designed to use one (1) member group, with all local recorders pooled behind that group.

Using multiple member groups for separate local recorder roles can lead to inconsistent or unpredictable behavior, including missing or partial recordings, incorrect recorder assignment, and improper load balancing of calls leading to imbalanced recorder utilization. While administrators might expect calls to fail over to another member group, this behavior is not validated and should not be relied upon.

Recommendation: For real‑time audio capture, configure a single member group per Amazon Connect Application data source and assign all local IP Capture roles to that member group.

Audio of calls to external parties includes ringing

When initiating calls to external parties, Amazon Connect does not provide events to indicate when the external party has answered or disconnected. As a result, captured call audio begins when the agent starts dialing, which includes the ringing period before the external party answers.

Symptoms:

If the external party answers, the captured audio includes both the ringing and the conversation.
If the external party does not answer, the captured audio still includes the ringing, even though no conversation occurred.

Cause: Only the custom events CONNECTING and ENDED that are in the contact flow are available. Amazon Connect does not offer more granular call state events to refine call capture behavior.

Audio captured for internal call on hold

For internal calls, when agent A puts agent B on hold, the status of agent B is "connected" and call audio for that particular agent is captured.

Both sides of an internal call are processed separately

In an internal call, both sides of the call may be processed independently, without a link between them. During post-processing, tagging occurs independently based on the existence of two separate CTRs. As a result, the direction of both calls shows as Inbound and Outbound, and the ANI are different.

Synchronization

Captured audio and screens may not be exactly in sync, with a timing difference of less than two seconds in either direction.

Conference calls

For a conference call in which a customer calls Agent 1, who then conferences in Agent 2, the Contacts table shows the following:

Number_of_Conferences as always 0.
Number_of_transfers = 1 if Agent 1 hangs up first.
Number_of_transfers = 0 if Agent 2 hangs up first.

Blind transfers

A blind transfer creates two Contact_IDs. This works as designed for blind transfer, as you cannot follow the call into a single contact, because the first call ends before the second call.

Capturing stops after resharding the Kinesis stream

After resharding a Kinesis data stream, Verint cannot capture interactions.

Workaround: Fix connection after resharding Amazon Connect Kinesis