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Error "We’re having trouble with call monitoring right now" in Salesforce Voice

Veröffentlichungsdatum: Feb 5, 2026
Beschreibung

When attempting to use call monitoring features in Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect, the following error appears in Omni Supervisor:

"We're having trouble with call monitoring right now"

 

Cause

This error occurs because the "Enhanced Multi-Party Calls and Enhanced Monitoring for Voice" feature is disabled by default immediately after a new Amazon Connect contact center instance is created. Until this feature is enabled, the Listen In button in Omni Supervisor remains inactive (not clickable).

Lösung

An Amazon Connect system administrator must update the contact center instance settings to enable call monitoring. Follow these steps:
Steps to Enable Enhanced Monitoring for Voice in Amazon Connect

  1. From the Amazon Connect contact center instances list, click the newly created instance alias.
  2. In the left-hand menu, click Channels and communications, then select Telephony.
  3. In the "Enhanced contact monitoring capabilities" section, check Enable Multi-Party Calls and Enhanced Monitoring for Voice.
  4. Click Save.

Once saved, agents can be monitored on live calls via Omni Supervisor using the Listen In button.
To Disable Call Monitoring
If you do not want agents monitored on calls, uncheck Enable Multi-Party Calls and Enhanced Monitoring for Voice and click Save.
Technical Background: Amazon Connect Attributes
The initial values of the following Amazon Connect attributes cause this behavior immediately after a contact center is created:

  • ENHANCED_CONTACT_MONITORING: When enabled (True), the Listen In button in Omni Supervisor becomes active (clickable).
  • MULTI_PARTY_CONFERENCE: When enabled (True), you can monitor voice calls using the Listen In button. This attribute cannot be set to True in the CloudFormation template — the initial value is False regardless of the contact center version.

You can verify each attribute using the AWS Command Line Interface (CLI).

Zusätzliche Ressourcen

This phenomenon is caused by the initial values of attributes related to Enhanced contact monitoring capabilities in the Amazon Connect contact center immediately after creation. 
You can verify each attribute using the AWS Command Line Interface.

  • ENHANCED_CONTACT_MONITORING: If this attribute is enabled (True), the Listen In button in Omni Supervisor is activated (becomes clickable).
  • MULTI_PARTY_CONFERENCE: If this attribute is enabled (True), you can monitor voice calls by clicking the Listen In button. This attribute cannot be set to True in the CloudFormation template, and the initial value is False regardless of the contact center version.

 

Listen in to a Voice Call

Listen In to a Voice Call

AWS Administrator Guide
Barge into live voice and chat conversations between contact center agents and customers

Nummer des Knowledge-Artikels

005306460

 
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Salesforce Help | Article