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

If you experience issues where Amazon Connect and Salesforce Omni-Channel statuses are not synchronized and calls are not routing to agents, try the following steps in order.

Step 1: Clear Browser Cache and Cookies

Single sign-on (SSO) to Amazon Connect may fail due to browser caching or stored cookies.
Clear your browser cache and cookies for the entire browsing history period, then re-launch the Salesforce application. For browser-specific instructions:

• How to clear cache and cookies in Google Chrome
• How to clear cache and cookies in Microsoft Edge
• How to clear cache and cookies in Firefox

Step 2: Verify Telephony Provider Settings

SSO to Amazon Connect may be failing because the user's Alias field has changed, or the AWS Identity Provider named SalesforceServiceVoiceIdp has been modified.
For users whose Amazon Connect and Salesforce Omni-Channel status is out of sync, click the Configure Telephony Provider link in the Contact Center Settings and verify that no error message appears. If an error is displayed, correct the underlying issue before proceeding.

Step 3: Avoid Logging In as Another User

If you are logged into Salesforce as another user using the "Log In As" feature, SSO to Amazon Connect will fail. Log in directly as the target user to ensure proper SSO authentication.

Step 4: Review Browser Settings

Browser configurations that block third-party cookies can cause SSO to Amazon Connect to fail. Review your browser's cookie settings and ensure third-party cookies are not blocked. In private/incognito mode, explicitly allow third-party cookies. Also confirm that microphone access is permitted for the Salesforce domain in your browser settings.
If the problem persists after trying all steps above, contact Salesforce Support with a HAR file and a screenshot of any error identified in Step 2.