> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Softphone issues

> Softphone errors come from the agent's browser, not your contact center platform's cloud. Here's where Operata surfaces them and how to work out which ones matter.

A softphone error is the agent's browser reporting that it couldn't do something — reach a media endpoint, get microphone permission, or hold a signaling connection. Cloud-side records rarely show these, because from the platform's point of view the contact was delivered.

## How it works

In the browser, the [Agent Collector](/docs/collector-overview) captures the softphone's log entries and attaches each one to the contact that was active at the time. That makes every error answerable: which agent, which contact, which moment.

## Where to look

* [Logs and Errors dashboard](/docs/help/logs-and-errors-user-guide) — error counts by type, agent, and time. Start here when several agents report the same symptom.
* [Agent Overview dashboard](/docs/help/agent-overview-user-guide) — errors for one agent, alongside their network and device data.
* [Calls and logs](/docs/help/calls-and-logs) — the raw log entries for a single contact.

## Reading the counts

One error on one contact is noise. The same error across many agents at the same time is infrastructure — a proxy, a firewall rule, or a network path. Sort by error type first, then by how many distinct agents it touches.

## Platform specifics

Error names come from the softphone, so they differ by platform.

* [Amazon Connect: CCP error and agent state reference](/docs/help/amazon-connect-what-do-softphone-errors-mean) — every CCP (Contact Control Panel) error and agent state, with likely causes.

## Related

* [Proxies and the agent softphone](/docs/diagnose-proxies-and-softphones) — the most common cause of clustered signaling errors.
* [Why missed-call data varies with collector coverage](/docs/help/missedcallagent) — reading missed calls when not every agent runs the Agent Collector.
* [Tools and logs](/docs/diagnose-tools-and-logs) — getting the raw logs out of Operata.
* [CCP error logs](/docs/ccp-error-logs) — the field schema Operata stores.