API Permission error: Access denied to read task template list in CCP Softphone for an agent

0

Hello, as we use an extended CCP with Softphone embedded via the IFRAME, we face an issue, that agents, who open the task creation page in Softphone get an error, that shows : Enter image description here We have one Task template configured and the agent_log says :

{
        "component": "ccp",
        "level": "ERROR",
        "text": "Failed to load list of task templates",
        "time": "2022-10-19T04:53:13.894Z",
        "exception": "null",
        "objects": "[\"{\\\"message\\\":\\\"Missing auth cookie. Please sign in.\\\",\\\"status\\\":401}\"]",
        "line": 60,
        "agentResourceId": "xxxxxxxxxxx",
        "loggerId": "xxxxxxxxxxxx"
    },
    {
        "component": "ccp",
        "level": "ERROR",
        "text": "'listTaskTemplates' API request failed",
        "time": "2022-10-19T04:53:13.893Z",
        "exception": {
            "type": "[object Object]",
            "message": "Missing auth cookie. Please sign in.",
            "stack": []
        },
        "objects": [
            {
                "request": {
                    "event": "api_request",
                    "requestId": "xxxxxxxxxx",
                    "method": "listTaskTemplates",
                    "params": {
                        "instanceId": "xxxxxxxxxxxxxx",
                        "queryParams": {
                            "status": "ACTIVE"
                        }
                    }
                },
                "response": {
                    "event": "api_response",
                    "requestId": "xxxxxxxxxx",
                    "err": "{\"message\":\"Missing auth cookie. Please sign in.\",\"status\":401}"
                }
            }
        ],
        "line": 61,
        "agentResourceId": "xxxxxxxx",
        "loggerId": "xxxxxxxxx"
    },

The current agent has the security profile "agent" assigned and get this errors. Another agent, not from the same network or site, and with security profile "Call center manager and admin" does not have the problems facing the other agents. In the security profiles there is a section Routing -> Task templates. For agent, it is empty. Could it be the case, that here the security profile needs at least the "view" permission to listTaskTemplates in the cCP frontend. It is confusing for me, which user needs which permission or setting to be able to use this task template dropdown in the frontend? Best regards Alex

asked a year ago269 views
1 Answer
0

Hello Alex, I have also tested sample extended CCP using Serverless CCP and amazon-connect-streams

I have created user named "agent1" with Agent security profile permission. After login using "agent1" credentials I observed that "agent1" was able to list and create task templates.

Agent CCP-1 Agent CCP-2 Agent Profile Agent Profile Permission For user permissions you may refer List of security profile permissions

To resolve this permission error kindly check and verify following from your end.

  1. Please check if agent can able to view and create Task after login using default CCP.
  2. Check and verify if "Restrict task creation" not enabled under "Contact Control Panel (CCP)" Security profile permissions.

If issue persist I would request you to kindly create support case from the support centre dashboard

Best regards, Shiven D.

AWS
SUPPORT ENGINEER
answered a year ago
profile pictureAWS
EXPERT
reviewed a year ago

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