Amazon Connect and Salesforce Omni-Channel Status is Out of Sync

If you are experiencing issues with the status of your Amazon Connect and Salesforce Omni-Channel not syncing, try following steps.

1. Delete browser cache and cookies for the entire period
   1. Single sign-on (SSO) to Amazon Connect may be failing due to browser caching or cookies.
   2. Please refer to the following articles for information on how to delete cache and cookies in each browser.
      1. Google Chrome
      2. Microsoft Edge
      3. Firefox
2. Access the Telephony Provider Settings link in the Contact Center Settings and verify that no error messages appear
   
   1. Single sign-on (SSO) to Amazon Connect may be failing due to reasons such as the user's Alias field or the AWS identity provider SalesforceServiceVoiceIdp has changed.
   2. For users whose Amazon Connect and Salesforce Omni-Channel status is out of sync, please click the Configure Telephony Provider link in the Contact Center Settings and see if an error is displayed. If any error is displayed, please correct the issue.
3. Do Not Log In as Another User
   1. If you are logging in as another user, single sign-on (SSO) to Amazon Connect will fail. Please log in as the target user, not as another user.
4. Review browser settings
   
   1. If you have settings that block third-party cookies, single sign-on (SSO) to Amazon Connect may fail. Please review your browser settings to avoid blocking third-party cookies.
   2. When using your browser's private mode (incognito mode), set your browser to allow third-party cookies.
   3. When use of microphone is not allowed in your browser, update settings to allow microphone.

If the problem persists after trying workarounds above, please contact support with the HAR file and a screenshot of the error identified in the step 2-b.