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Salesforce Voice Amazon Connect CCP Loading Issue with "net::ERR_NAME_NOT_RESOLVED" Error

Data pubblicazione: Jun 9, 2026
Descrizione

If the user has manually tested a successful SSO authentication as specified in 'SSO Authentication Error Scenarios for Salesforce Voice (formerly Service Cloud Voice)' and still sees the Omni-Channel Dial-Pad as grayed-out, please verify the following:

 

  1. Open the Console App page with Omni-Channel added
  2. Open Browser Developer Tools & navigate to 'Network' tab
  3. Wait for a few seconds to allow multiple 'ccp-v2' network request entries to show up
  4. Observe if the 'status' for these entries is "net::ERR_NAME_NOT_RESOLVED"

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If the user observes this error for 'ccp-v2' network requests in Browser Developer Tools, it means that the callCenter metadata for this Contact Center has an incorrect value in 'Instance Name' field/attribute.

Due to this, despite having a successful SSO Authentication at Amazon Connect, the ccp load request is being sent to an incorrect Connect Instance domain/URL which does not exist, therefore "ERR_NAME_NOT_RESOLVED" message is seen for such a request.

 

Risoluzione

This error occurs because the callCenter metadata for the Contact Center contains an incorrect value in the Instance Name (reqInstanceName) attribute. The CCP load request is sent to a non-existent Amazon Connect domain, causing the net::ERR_NAME_NOT_RESOLVED error. To fix this, update the callCenter metadata with the correct Instance Name value by following these steps:

 1.  Retrieve callCenter metadata for your contact center using a package.xml with following content (ensure replacing your contact center's api name in the placeholder) :

<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
<types>
<members>{your_contact_center_internal_name}</members>
<name>CallCenter</name>
</types>
<version>64.0</version>
</Package>

2. Go to callCenters folder & open the file named {your_contact_center_internal_name}.callCenter

3. Update the 'reqInstanceName' attribute value with the "correct value" & deploy the updated callCenter metadata

4. Open the Console App page with Omni-Channel added & open Browser Developer Tools

5. Right-click on the Browser's refresh button besides the URL bar & choose 'Empty cache & hard reload'

6. Let the Console App page load fully and then change your status in Omni-Channel to Busy/Available for Voice Calls

***The "correct value" is of the format [Contact_Center_Internal_Name + OrgId_When_Contact_Center_Was_Created] and it can be retrieved by following either of these two approaches :-

  1. From Amazon Connect Instance's Home Page
    1. Copy the "Telephony Provider Settings" link from Salesforce Contact Center Settings page
    2. Open a new tab, paste the copied link and hit enter
    3. Once the Amazon Connect Home page loads, copy the "correct value" before ".my.connect.aws/home"
  2. From AWS Management Console
    1. Login to AWS Management Console & navigate to 'Amazon Connect' service
    2. Choose the correct AWS region & go to you Connect Instance
    3. Copy the "correct value" from ‘Directory’ field

 

Numero articolo Knowledge

005316460

 
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Salesforce Help | Article