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/Agent can't accept calls/

Agent can't accept calls


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.

1 Answers
answered 2 months 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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