By using AWS re:Post, you agree to the AWS re:Post Terms of Use
AWS re:Postre:Post

Amazon Connect CTI Adapter not embedding (shrinking) back into Salesforce CCP (Softphone) panel

0

Looking for some guidance here as we are at whits end. We are running thru a test scenario where we need to move our identity provider from an on-premise radius solution to Azure AD. So, in a separate test environment we've deployed Amazon Connect CTI Adapter in Salesforce and it works and takes us to the Amazon Connect Agent Phone Control Panel. The issue we are seeing is when in Salesforce Service Console, and click the phone icon, it brings up the "Sign in to CCP" button. When that is clicked it takes you over to Amazon Connect's control panel for an agent, but in a new window. It never returns back into Salesforce, thus leaving the "Sign in to CCP" panel for the end user to see. Kind of annoying and misleading. Our Amazon Connect instance is SSO'd against an Azure AD Enterprise App. Same as Salesforce (well thru IDCS first and then thru Azure AD).

Our current Production environment, uses a non Azure-AD identity provider with Amazon Connect, and this works like a charm. User clicks on the phone icon, clicks on "Sign in to CCP", user authenticates, Amazon Connect Agent Phone Control Panel appears, and then minimizes and replaces the "Sign in to CCP" panel with the Amazon Agent Phone Panel.

  • NixNZConnectFanatic
    a year ago

    Is it happening for all users in your test environment? I've had this happen to me all the time - but not impact others - in the same environment, and the only way I've managed to fix it is by running another browser, or use Chrome Profiles and create another user profile. Also ensure that Softphone Popout is not enabled. But, you've probably done that already :/ Oh, and also double check this - https://salesforce.stackexchange.com/questions/317850/trailhead-amazon-cti-sso-popup-doesnt-close

  • rePost-User-9275967
    a year ago

    Yes, any users in our test environment experiences this behavior. We've tried multiple browser types all yielding the same results. We reviewed the trailhead article mentioned, but unfortunately this made no difference in the experience.

    It looks that we may need to leverage Amazon Connect with SAML authentication against Salesforce as an Identity Provider as opposed to leveraging Azure Active Directory. When this happens, it works like expected where the softphone panel pops out and back into the expected Salesforce Panel. This is actually a win, since the theory will be to leverage Salesforce as a broker back to Azure AD since that's leveraged to federate Salesforce.

Topics
Application IntegrationBusiness Applications
Tags
Amazon Connect
Language
English
rePost-User-9275967
asked a year ago472 views
1 Answer
0
Accepted Answer

Solution identified. The Amazon Connect instances we are leveraging was created three years ago. SInce then, Amazon has updated the domain naming and thus the URLS need to be upgraded to support the new domain names. Once this was done.. It works like a charm.

Many folks suggested making sure that the Salesforce origins were in place on the connect instance, but this was not enough.

See document: https://docs.aws.amazon.com/connect/latest/adminguide/update-your-connect-domain.html

When defining the RelayState URL for Salesforce integration its important to make sure the URL being provided follows this guidance:

Following are examples of valid relay state URLs:

https://us-east-1.console.aws.amazon.com/connect/federate/your-instance-id?destination=%2Fccp-v2%2Fchat%26new_domain=true

So in our case, a valid SSO Relay State is:

&RelayState=https://us-east-1.console.aws.amazon.com/connect/federate/<connect instance id>?destination=%2Fccp-v2%26new_domain=true

rePost-User-9275967
answered a year ago

You are not logged in. Log in to post an answer.

A good answer clearly answers the question and provides constructive feedback and encourages professional growth in the question asker.

Guidelines for Answering Questions

Relevant content