Enable Audio Enhancement for agents in Amazon Connect - Amazon Connect
How Audio Enhancement worksPrerequisitesEnable Audio Enhancement for agentsAllow agents to control their Audio Enhancement settingsSet up Audio Enhancement mode through Amazon Connect APIsSet up Audio Enhancement mode for custom CCPTroubleshootingRelated topics

Enable Audio Enhancement for agents in Amazon Connect

Audio Enhancement improves audio quality and reliability on the agent's side by reducing background noise and isolating the agent's voice during calls. This feature includes two enhancement modes: noise suppression and voice isolation.

How Audio Enhancement works

Audio Enhancement processes audio in real-time and improves the audio quality perceived by the end-customer in one of two modes:

  • Noise suppression - Reduces background noise from the agent's environment.

  • Voice isolation - Reduces background noise and isolates the agent's voice when multiple people are speaking in the contact center environment.

The feature automatically applies to incoming and outgoing calls once enabled for an agent.

Prerequisites

Before enabling Audio Enhancement, ensure the agent environment meets these requirements:

Enable Audio Enhancement for agents

Audio Enhancement is disabled by default. Administrators must enable it for specific agents through user management settings.

To enable Audio Enhancement

  1. In the Amazon Connect admin website, choose Users and then choose User management.

  2. Review the Audio Enhancement column to see current settings for each agent.

  3. Select one or more agents, then choose Edit.

  4. Make sure to set Phone type to Soft phone.

  5. In the user edit panel, expand the Audio Enhancement dropdown and select your preferred mode:

    • Isolate Agent's Voice – Suppresses background noise and isolates the agent's voice. This mode should only be enabled if the agent uses a wired headset. If you're not sure whether your agents will consistently use a wired headset, we recommend configuring 'Suppress Background Noise' mode instead.

    • Suppress Background Noise – Suppresses background noise. You can use this mode with any headset configuration, including wired headsets, wireless headsets, or no headset.

    • No enhancement – Disables Audio Enhancement capability. This is the default setting.

    Important

    Voice isolation should only be used with a wired headset.

    The Audio Enhancement dropdown in the user edit panel.

  6. Choose Save.

Important

Changes to Audio Enhancement settings take effect on the agent's next call. Current ongoing calls are not affected.

Allow agents to control their Audio Enhancement settings

To let agents adjust their own Audio Enhancement settings during work sessions, you must enable the appropriate security profile permission.

To allow agents to control Audio Enhancement

  1. In the Amazon Connect admin website, choose Users, Security profiles.

  2. Select the security profile assigned to your agents.

  3. Expand Contact Control Panel (CCP) permissions.

  4. Select Audio device settings.

    The Audio device settings permission in the Contact Control Panel (CCP) section of the security profile.

  5. Choose Save.

After enabling this permission, agents will see Audio Enhancement controls in their CCP.

The Audio Enhancement controls in the CCP.
Important notes about agent control

  • If you don't want your agents to adjust the Audio Enhancement settings, do not enable the Audio device settings security profile permission for those agents.

  • Audio Enhancement changes take effect on the agent's next call, not during ongoing calls. However, changing the microphone device immediately applies the latest configured settings, even during active calls.

  • The system doesn't automatically adjust settings when agents change headsets - agents must manually update their Audio Enhancement mode.

  • When both administrators and agents can control Audio Enhancement, the most recent change takes effect.

Set up Audio Enhancement mode through Amazon Connect APIs

If you are using the Amazon Connect APIs, you can set the Audio Enhancement mode by including the VoiceEnhancementConfigs parameter in the CreateUser or UpdateUserConfig requests.

For example, the body of the UpdateUserConfig request should be:

POST /users/InstanceId/UserId/config HTTP/1.1
Content-type: application/json
{
   ...,
   "VoiceEnhancementConfigs": [ 
      { 
         "Channel": "VOICE",
         "VoiceEnhancementMode": "VOICE_ISOLATION"
      }
   ]
}

For both endpoints, the accepted values of VoiceEnhancementMode are VOICE_ISOLATION, NOISE_SUPPRESSION, or NONE.

Set up Audio Enhancement mode for custom CCP

If you are using a custom CCP with the Amazon Connect Streams API, you can set the Audio Enhancement mode in either of the following ways:

  • Using agent.setVoiceEnhancementMode API

    agent.setVoiceEnhancementMode("VOICE_ISOLATION");

  • Using agent.setConfiguration API

    const configuration = agent.getConfiguration();
agent.setConfiguration({
  ...configuration,
  voiceEnhancementMode: "NOISE_SUPPRESSION",
});

  • Using the ConnectSDK – Reference the setVoiceEnhancementMode() and getVoiceEnhancementMode() methods in the Voice API.

In all cases, the accepted values are VOICE_ISOLATION, NOISE_SUPPRESSION, or NONE. Once the mode is set, Amazon Connect Streams will apply the selected Audio Enhancement.

Troubleshooting

If your customers report any audio quality issues:

  1. Please make sure that Voice Isolation mode is enabled only if the agent is using a wired headset.

  2. Confirm the agent's device meets minimum CPU requirements.

  3. Check that the agent is using a supported CCP configuration.

If you require additional support, contact AWS Support and include:

  • The affected contact IDs and AWS account ID

  • Call recordings for affected contacts

  • Confirmation of the agent's audio setup and selected enhancement mode