How do I troubleshoot issues with the Amazon Connect CTI Adapter for Salesforce?

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I want to troubleshoot common issues with the Amazon Connect CTI Adapter for Salesforce.

Short description

The following are the most common issues with the Amazon Connect CTI Adapter for Salesforce:

  • The Amazon Connect Contact Control Panel (CCP) doesn't open in Salesforce.
  • The CTI Flows aren't running as expected.
  • The recordings, transcripts, or Contact Lens data is missing.
  • The CTRs aren't importing from Amazon Connect to Salesforce.

Resolution

The following resolution applies to version 5.19 of the Amazon Connect Salesforce CTI Adapter. To check your version, complete the following steps:

  1. Open the Salesforce service console.
  2. Choose Setup.
  3. Choose Installed Packages, and then choose Amazon Connect Universal Package.

The Amazon Connect CCP doesn't open in Salesforce

Don't use a private browsing window, such as an incognito window, as it blocks the necessary cookies to open the CCP.

If you're using a SAML setup, then confirm the configuration of your single sign on settings.

To troubleshoot the CCP not opening, see Why doesn't the Amazon Connect CCP open in Salesforce after I've set up the Amazon Connect CTI Adapter?

If the issue still persists, then take one of the following actions:

Confirm the Toolkit for Amazon Connect lists the correct instance URL

To check your Toolkit for Amazon Connect, complete the following steps:

  1. Open the Salesforce service console.
  2. Choose Setup.
  3. Choose Custom code, and then choose Custom settings.
  4. Choose the Toolkit for Amazon Connect. The URL listed must match the Amazon Connect instance ID.

Review the status of clickjack protection

If clickjack protection is turned on, then you might see errors. To turn off clickjack protections, complete the following steps:

  1. Open the Salesforce service console.
  2. Choose Setup.
  3. Choose Security, and then choose Session Settings.
  4. Under Clickjack Protection, turn off the following settings:
    Enable clickjack protection for customer Visualforce pages with standard headers
    Enable clickjack protection for customer Visualforce pages with headers disabled

If you still can't open the Amazon Connect CCP in Salesforce, then complete the following steps:

  1. Create a HAR file to capture browser related network issues.
  2. Create a case with AWS Support.
  3. Attach the HAR file, the event, and an export of the CTI Flow for the event to the support case.

The CTI Flows aren't running as expected

Configure the CTI Flow, and initiate the event. For additional information, see Appendix C: CTI Flow sources and events.

If configuring the CTI doesn't resolve the issue, then complete the following steps:

  1. Create a HAR file to capture browser related issues. Also, capture the browser console logs.
  2. Create a case with AWS Support.
  3. Attach the HAR file, browser console logs, the event, and an export of the CTI Flow for the event to the support case.

The recordings, transcripts, or Contact Lens data is missing

For additional troubleshooting, see Why can't I see or play call recordings after setting up the Amazon Connect CTI Adapter for Salesforce?

To check your recordings, transcripts, and Contact Lens data, open the Salesforce service console. Then, choose AC Contact Channel Analytics.

Note: Salesforce Lambda moves only the contact trace records that are calls.

Recordings

All recordings are directly streamed from the Amazon Connect instance. If your recordings aren't showing in the Salesforce service console, then use the Amazon Connect instance.

To get the recording for a contact ID, use the following example URL:

Note: Replace instance-name with your Amazon Connect instance ID and contact-id with the contact ID.

https://instance-name.my.connect.aws/get-recording?format=wav&callLegId=contact-id

If using the preceding URL doesn't resolve the issue, then complete the following steps:

  1. Create a HAR file to capture the loading of the AC Contact Channel Analytics page for the contact ID where the recording isn't showing.
  2. Create a case with AWS Support.
  3. Attach the HAR file to the support case.

Transcripts and Contact Lens data

If your transcripts aren't showing in the Salesforce service console, check the following attribute settings and AWS Lambda function transcript:

  • To move a transcript to Salesforce, set the postcallTranscribeEnabled attribute to true in your Amazon Connect contact flow. Also, set the postcallTranscribeLanguage attribute to the desired language, such as EN-US.
  • Review the Lambda function transcript for function timeouts, throttles, or errors that might be causing the import issue. The Lambda functions responsible for moving the transcript to Salesforce are:
    sfExecuteTranscriptionStateMachine
    sfSubmitTranscribeJob
    sfGetTranscribeJobStatus
    sfProcessTranscriptionResult

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see Viewing AWS CloudFormation stack data and resources on the AWS Management Console.

If your Contact Lens data isn't showing in the Salesforce service console, then check the following attribute settings and Contact Lens data:

  • To move Contact Lens data to Salesforce, set the contactLensImportEnabled and postcallRecordingImportEnabled to true in your Amazon Connect contact flow.
    Note: If you turn on redaction of data, then set the postcallRedactedRecordingImportEnabled attribute to true instead of the postcallRecordingImportEnabled attribute.
  • Review the Contact Lens data Lambda functions for function timeouts, throttles, or errors that might be causing the import issue. The Lambda function responsible for moving the Contact Lens data to Salesforce is sfProcessContactLens.

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see Viewing AWS CloudFormation stack data and resources on the AWS Management Console.

If reviewing the Lambda DEBUG logs doesn't resolve the transcript or Contact Lens data issue, then complete the following steps:

  1. Create a case with AWS Support.
  2. Attach the Lambda logs for three or more occurrences of the issue to the support case.

The CTRs aren't importing from Amazon Connect to Salesforce

To check your CTRs, open the Salesforce service console. Then, choose AC Contact Trace Records.

Complete the steps in Contact trace report import. Then, check your attribute settings and Lambda functions:

  • If you set up the Salesforce Lambdas manually, then set the postcallCTRImportEnabled attribute to true.
  • Review the Lambda functions for function timeouts, throttles, or errors that might be causing the import issue. The Lambda functions that are responsible for moving the CTRs are sfContactTraceRecord and sfCTRTrigger.

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see Viewing AWS CloudFormation stack data and resources on the AWS Management Console.

If reviewing the Lambda DEBUG logs doesn't resolve the issue, then complete the following steps:

  1. Create a case with AWS Support.
  2. Attach the Lambda logs for three or more occurrences of the issue to the support case.

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AWS OFFICIALUpdated a month ago