Audio Devices menu not appearing for agents in the CCP - Amazon Connect

this option currently is only available when you have a customized CCP, https://docs.aws.amazon.com/connect/latest/adminguide/audio-device-settings.html

in your custom CCP, connect.core.initCCP options under here:

pageOptions: { //optional enableAudioDeviceSettings: true, //optional, defaults to 'false' enablePhoneTypeSettings: true //optional, defaults to 'true' },

This is new functionality which is yet to be announced. In my instance, I don't see the Audio Devices menu when using an Admin security profile; it only shows up when I use the 'Log in for emergency access' link.

Keep an eye on the What's New Feed near the bottom of https://aws.amazon.com/new/ (you can filter by Customer Engagement -> Amazon Connect) and there should be an announcement sometime soon when it's completed.

It sounds like the issue may be related to the permissions that are assigned to the Agent role in Amazon Connect. In order to access the Audio Devices menu in the Contact Control Panel, the user needs to have the "CCP: Change Audio Devices" permission.

• To grant this permission to the Agent role, you can follow these steps:
• Sign in to the Amazon Connect console and navigate to the "Routing profiles" page.
• Click on the name of the routing profile that you want to edit.
• In the "Permissions" section, click on the "Edit" button.
• Scroll down to the "CCP permissions" section and select the "CCP: Change Audio Devices" permission.
• Click on the "Save" button to apply the changes.

After making this change, users with the Agent role should be able to access the Audio Devices menu in the Contact Control Panel and modify the sound, microphone, and ringer devices.