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Agent can't accept calls

0

Hello, we setup amazon connect with a SF integration. When the agent is in the CCP embedded in SF they are presented calls, but can't accept it. Also for outbound calls, they don't hear a ring tone, but get a connecting message which eventually goes to missed. Please help.

Topics
Application IntegrationMachine Learning & AIBusiness Applications
Tags
Amazon Connect
Language
English
asked 4 years ago696 views
1 Answer
0

This is possibly microphone access not being granted.

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-contact-control-panel.html#accessing-microphone

answered 4 years ago
  • AWS-User-3278126
    4 years ago

    Hi, thank you for your response. The microphone is allowed, so that's not the issue. I noticed that I can make and receive calls via the CCP through amazon connect portal, but in the embedded CCP in the Salesforce instance is where I have the issue.

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