Troubleshoot Errors from Amazon Connect in Salesforce Voice

The rep previously logged in successfully. Single sign-on (SSO) succeeded with the Amazon Connect Contact Control Panel (CCP) running in the background. But the connection or session has since failed repeatedly, and the system has stopped trying to authenticate for this session.

This situation can happen if there’s an expired or invalid session or token or if token refresh has failed. It can also happen due to SAML or SSO log in failure. See the SSOLogin Failed entry for likely causes.

Ask the rep to refresh their browser.

Ask the rep to log in to Omni-Channel again by selecting a presence status of available.

Follow recommendations in the How Do I Troubleshoot Omni-Channel Login and SSO Issues? section of Troubleshoot Salesforce Voice.

If you validate the configuration but the problem is persistent, ask your identity provider (IdP) admin to contact Salesforce support or Amazon support, depending on your telephony model.

The rep previously logged in successfully. SSO succeeded with the Amazon Connect Contact Control Panel (CCP) running in the background. But the connection or session has since expired.

This situation can happen if there’s an expired or invalid session or token or if token refresh has failed. It can also happen due to SAML or SSO log in failure. See the SSOLogin Failed entry for likely causes.

Ask the rep to refresh their browser.

Ask the rep to log in to Omni-Channel again by selecting a presence status of available.

Follow recommendations in the How Do I Troubleshoot Omni-Channel Login and SSO Issues? section of Troubleshoot Salesforce Voice.

If you validate the configuration but the problem is persistent, ask your identity provider admin to contact Salesforce support or Amazon support, depending on your telephony model.

Amazon Connect responded with a 403 forbidden or similar status code. The user is authenticated but not allowed to perform the requested action. This error is due to authorization failure, not authentication failure.

This situation can happen if a rep lacks IAM or Amazon Connect permissions for the operation or if they have security profile or routing profile misconfiguration.

Try these troubleshooting tips, and see Amazon Connect permissions and security profiles documentation for more information.

• In AWS, confirm the rep’s security profile and IAM role. Grant the required permissions for the operation (rep, contact, or connection APIs) in Amazon Connect.
• In Amazon Connect, verify the security profile and routing profile settings. Make sure that the user has access to the queue, channel, or action.

If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, depending on your telephony model.

For Chrome, see Use your camera and microphone in Chrome.

If using Firefox, see Firefox Page Info window.

After updating the microphone permission setting, reload the Salesforce app.

The Amazon Connect softphone can’t establish an initial signaling connection for WebRTC.

This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, restrictive security policies, or other network configuration issues.

Try these troubleshooting steps, and see Amazon Connect Network Requirements for more information.

• Verify network connectivity to Amazon Connect endpoints.
• Check firewall rules for WebSocket connections.
• Test from a different network.
• Verify corporate proxy settings.
• Try the action again or wait a minute and then try again.

If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, depending on your telephony model.

The Amazon Connect softphone can’t establish an initial signaling connection for WebRTC due to an internal connection error.

This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, restrictive security policies, or other network configuration issues.

Try these troubleshooting steps, and see Amazon Connect Network Requirements for more information.

• Verify network connectivity to Amazon Connect endpoints.
• Check firewall rules for WebSocket connections.
• Test from a different network.
• Verify corporate proxy settings.
• Try the action again or wait a minute and then try again.

If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, depending on your telephony model.

To confirm the VDI platforms that Amazon Connect supports, refer to the supported VDI platforms in the amazon-connect-streams documentation (VDIPlatformType enum values).

Configure VDI setup with Set Up Voice Call Audio for Virtual Desktop Users.

Confirm that the rep is using a supported browser. Voice supports the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only.

Check that all traffic is allowed for required ports and protocols. See CCP Networking and Phone Settings for more information.

If the problem persists after checking the browser and settings for ports and protocols, contact Salesforce support or Amazon support, depending on your telephony model.

The rep voluntarily ended the contact or disconnected from the call, often before a successful connection was fully established. This message also shows when the system registers an unexpected disconnect.

When this error displays, Salesforce records an AGENT_HANGUP metric, syncs the Omni-Channel status to After Conversation Work (ACW) or Ready or Offline based on configuration, and closes the agent work.

This configuration error displays when the phone number for the rep’s softphone or external device is invalid, unreachable, or malformed.

When this error displays, Salesforce records an INVALID_AGENT_ADDRESS metric and syncs the Omni-Channel status to Error or Offline. The creation of agent work is prevented or immediately canceled.

This infrastructure error displays when the customer's destination phone number is invalid, unreachable, or malformed. This error typically occurs during an outbound call or transfer attempt.

When this error displays, Salesforce records an INVALID_CUSTOMER_ADDRESS metric, syncs the Omni-Channel status if the rep was in mid-transfer when the error occurred. Salesforce also closes or cancels the agent work related to the failed attempt.

This infrastructure error is used for unclassified or unexpected error states reported by Amazon Connect.

When this error displays, Salesforce records an UNCLASSIFIED_AGENT_ERROR metric, syncs the Omni-Channel status to Error or Offline, and closes or cancels the agent work.

This infrastructure error for the Amazon Connect Service Layer is a generic, unclassified error that occurs during a rep action or state transition in Amazon Connect.

When this error displays, Salesforce records a call acceptance failure metric (GENERIC_AGENT_ERROR), syncs the Omni-Channel status to Error or Offline, and closes or cancels the agent work if it’s associated with a contact.

This infrastructure error displays when Amazon Connect can’t establish the rep leg of a call.

When this error displays, Salesforce records a call acceptance failure metric (ACCEPT_BUT_FAILED), syncs the Omni-Channel status, and closes or cancels the agent work.

This infrastructure error displays when Amazon Connect can’t establish the customer leg of a call. For example, the customer doesn’t answer, the line is busy, or there’s an infrastructure failure on the customer side.

When this error displays, Salesforce records a CUSTOMER_CONNECT_FAILURE metric, syncs the Omni-Channel status, and closes or cancels the agent work.

The Amazon Connect softphone couldn’t communicate with the Salesforce softphone endpoint.

This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, or restrictive security policies.

Try these troubleshooting steps, and see Amazon Connect Network Requirements for more information.

• Make sure that the rep’s workstation meets the minimum network requirements.
• Check the firewall settings to see if UDP 3478 outbound traffic is allowed to Amazon Connect softphone media. Make sure that all traffic requirements are configured properly in your network.
• Turn off any virtual private networks (VPNs) that you use, or test another browser or workstation to isolate workstation-related issues.
• If you use a stateless firewall, then add the ephemeral port range to your allowlist.

If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, depending on your telephony model.

This message displays in logs when the rep isn’t properly managing line availability. The rep’s external line is busy when Amazon Connect attempts to route a new contact.

When this error displays, Salesforce records an AGENT_LINE_ENGAGED metric, syncs the Omni-Channel status so that the status remains Ready or Available, and reroutes the contact. Salesforce immediately cancels or rejects the agent work.

This message displays if the customer's line is busy when the rep or system attempts an outbound call or transfer.

When this message displays, Salesforce records a CUSTOMER_LINE_ENGAGED metric, and closes or cancels the agent work associated with the failed attempt.

This message displays if the rep doesn’t accept a routed call within the configured timeout period.

When this message displays, Salesforce records an AGENT_MISSED_CALL metric and syncs the Omni-Channel status to Offline, Missed Call, or Not Ready, and closes or cancels the agent work.

This message displays if the rep is logged into the Contact Control Panel (CCP) in multiple browser tabs or windows simultaneously. This situation can happen when they’re logged into Omni-Channel in multiple browser tabs or windows.

When this message displays, Salesforce records a MULTIPLE_CCP_DETECTED metric, syncs the Omni-Channel status by setting the rep to Offline or Error state in all but one session. Salesforce prevents agent work creation or cancels agent work in non-primary tabs and windows.

Try refreshing the browser.

If the issue persists, contact Salesforce support or Amazon support, depending on your telephony model.

See Amazon Connect Network Requirements for more information.

This infrastructure error displays if a persistent, non-recoverable error in WebRTC or real-time media communication occurs between the rep’s browser and Amazon Connect.

When this message displays, Salesforce records a WEBRTC_COMMUNICATION_ERROR, syncs the Omni-Channel status to Offline or Error, and closes or cancels agent work and disconnects any active call.

If the issue doesn’t resolve, contact Salesforce support or Amazon support, depending on your telephony model.

See Amazon Connect Network Requirements for more information.

The rep’s Single Sign-On (SSO) authentication wasn’t successful, preventing them from securely logging into the Contact Control Panel (CCP) or the underlying Amazon Connect service.

Common Causes:

• There’s a SAML configuration mismatch. There are errors in the configuration of the SSO URL, Entity ID, or an expired signing certificate between the identity provider and the Amazon Connect Service Provider.
• The rep’s user account isn’t active or correctly provisioned for the application within the identity provider settings.
• There’s a user ID mapping error. The unique identifier (NameID attribute) passed in the SAML assertion doesn't match the expected user ID format required by Amazon Connect and Salesforce.
• There are browser or session issues. Old session data, cookies, or cached credentials are causing repeated authentication attempts instead of a successful sign-in. Third-party cookies in the browser settings may be blocked.

Follow recommendations in the How Do I Troubleshoot Omni-Channel Login and SSO Issues? section of Troubleshoot Salesforce Voice.

If you validate the configuration but the error is persistent, ask your identity provider admin to contact Salesforce support or Amazon support, depending on your telephony model.