CCP opens in a separate window only in Salesforce

The issue you're experiencing with the CCP opening in a separate window instead of being embedded in Salesforce is likely to be a configuration problem. Here are the steps to resolve this:

1. Verify Approved Origins Configuration

• In Amazon Connect Admin console, go to Application Integration > Approved Origins.

• Ensure you've added both: 1/ Your Salesforce domain URL (e.g., https://yourorg.lightning.force.com). 2/ The AC_LightningAdapter Visualforce page URL.

2. Check CTI Adapter Settings

• In Salesforce Setup, navigate to the Amazon Connect CTI Adapter configuration.

• Verify that "Use Custom CCP URL" is NOT enabled unless you specifically need it.

• Ensure the CCP URL format uses /ccp-v2.

3. Browser and Cache Issues

• Clear your browser cache and cookies completely.

• Disable pop-up blockers for both Salesforce and Amazon Connect domains.

• Enable third-party cookies in your browser settings.

• Try using an incognito/private browsing window to test.

4. Salesforce Lightning Console Settings

• Go to Setup > App Manager.

• Edit your Lightning Console app. Ensure "Enable Custom Console Components" is selected.

5. CORS Settings

• Verify that Salesforce CORS settings allow communication with your Amazon Connect instance.

• Check that all necessary domains are allowed.

6. CTI Adapter Version

• Ensure you're using the latest version of the Amazon Connect CTI Adapter package. Older versions may have compatibility issues with newer Salesforce releases.

7. Check Browser Console

• Open browser developer tools (F12).

• Look for any JavaScript errors or CORS-related messages. These can provide specific clues about what's blocking the embedded CCP.

8. Test in Different Environments

• Try accessing from different browsers.

• Test with different user profiles in Salesforce.

If these steps don't resolve the issue, the problem might require more specific troubleshooting based on your exact Salesforce and Amazon Connect configuration through AWS Support.