Why can't I see or play call recordings after I set up the Amazon Connect CTI Adapter for Salesforce?

Resolution

Use the latest version of the AmazonConnectSalesforceLambda package for your Amazon Connect CTI Adapter

If you use a version of the AmazonConnectSalesforceLambda AWS Serverless application package that's different from your Amazon Connect CTI Adapter version, then you experience issues.

To upgrade your version, see Upgrading from an earlier version in the Amazon Connect Salesforce CTI Adapter Setup and Installation Guide.

Note: It's a best practice to upgrade the Amazon Connect CTI Adapter version, rather than install earlier versions.

Check the parameters that you use with AmazonConnectSalesforceLambda

If you don't deploy the correct parameters with AmazonConnectSalesforceLambda, then its associated AWS Lambda functions might fail or not correctly invoke.

To review your required parameters, see Setting up the Salesforce Lambdas manually in the Amazon Connect Salesforce CTI Adapter Setup and Installation Guide.

Verify that you activated call recording streaming in your CloudFormation stack

Make sure that the PostcallRecordingImportEnabled parameter is set to true in your AWS CloudFormation stack. To check your stack configuration, see View stack information from the CloudFormation console.

Verify that you activated call recording streaming in your Amazon Connect contact flow

Verify that you turned on the contact recording settings in the Set recording and analytics behavior contact block in your Amazon Connect contact flow.

Make sure that you set the postcallRecordingImportEnabled setting to true in the Set contact attributes contact block. For instructions, see Enabling call recording streaming in the Amazon Connect Salesforce CTI Adapter Setup and Installation Guide.

Note: You can review the contact search page in Amazon Connect to verify that the recordings appear in your Amazon Connect instance.

Check non-administrator permissions and instance access

To use call recording streaming, you must add non-admins to the AC_CallRecording permission that's set in Salesforce. For instructions, see Adding users to the AC_CallRecording permission set in the Amazon Connect Salesforce CTI Adapter Setup and Installation Guide.

If you use Amazon Connect CTI Adapter version 5.16 or later, then verify that the non-admin users are logging in to the Amazon Connect instance. Also, verify that the non-admin users have the required security profile permissions to access the recordings.

Check whether the agent cleared the ACW state before they tried to play back the call recording

Agents must clear the After contact work (ACW) state before you can add a Contact Trace Record (CTR) to your Amazon Kinesis data stream. To view agents' past statuses, review your Amazon Connect instance's real-time metrics report.

Verify that the Lambda functions in AmazonConnectSalesForceLambda correctly invoke

To view the metrics for the resources in your package, complete the following steps:

1. Open the Lambda console.
2. In the navigation pane, choose Applications.
3. Choose serverlessrepo-AmazonConnectSalesforceLambda.
4. Choose Monitoring.

If invocations exist for the associated Lambda functions, then check the following configurations:

• You turned on the Kinesis data streaming to export contact records from Amazon Connect.
• You used the correct Kinesis stream Amazon Resource Name (ARN) in your CloudFormation stack. To check your stack configuration, see View stack information from the CloudFormation console.
• You activated the Kinesis trigger for the serverlessrepo-xxxx-sfCTRTrigger-xxxx Lambda function.

If invocations don't exist for the associated Lambda functions, then review each function's Amazon CloudWatch logs to identify and resolve Lambda function errors. For more information, see How do I troubleshoot Lambda function failures?

If one of your Lambda functions returns an "Invalid credentials" error, then check the following configurations:

• You stored the correct Salesforce credentials in AWS Secrets Manager. For instructions, see Store Salesforce credentials in AWS Secrets Manager in the Amazon Connect Salesforce CTI Adapter Setup and Installation Guide.
• You correctly configured the SalesforceUsername and SalesforceHost parameters in the CloudFormation stack.

When you create a Contact Channel Analytics object, the following Lambda functions are associated:

• The Kinesis data stream invokes the serverlessrepo-xxxx-sfCTRTrigger-xxxx main Lambda function to process the incoming CTRs. The function then calls other specialized Lambda functions to initiate the workflow.
  Note: The main Lambda function calls the serverlessrepo-xxxx-sfContactTraceRecord-xxxx and serverlessrepo-xxxx-sfExecuteTranscriptionSt-xxxx functions.
• The serverlessrepo-xxxx-sfContactTraceRecord-xxxx function processes the CTR event.
• The serverlessrepo-xxxx-sfExecuteTranscriptionSt-xxxx checks the CTR to confirm whether you activated the recording import or transcription.
• The serverlessrepo-xxxx-sfInvokeAPI-xxxx calls the Salesforce API to create and access objects in the Salesforce dashboard.
  Note: The serverlessrepo-xxxx-sfExecuteTranscriptionSt-xxxx function invokes the serverlessrepo-xxxx-sfInvokeAPI-xxxx function.

Review the network calls on the Salesforce dashboard to identify and troubleshoot errors

Create an HTTP Archive (HAR) file that reproduces the call recording or playback issue. Then, use the HAR file from your browser to identify and troubleshoot potential networking issues.

Activate the "Recorded conversations" permission to access recordings

Make sure that you activated the Recorded conversations permission on your security profile.

Test your access to a recording

Log in to your Amazon Connect contact center, and then try to access a recording as one of your users.

Log in with the user account that you want to test, and then use the following URL to try to access a recording:

https://INSTANCE_NAME.my.connect.aws/get-recording?format=mp3&callLegId=CONTACT_ID

Note: Replace INSTANCE_NAME with your Amazon Connect instance name and CONTACT_ID with the contact ID that you tested.

Salesforce uses the preceding URL to access recordings. If you can't access the recording through this URL, then the Salesforce integration doesn't work.

If you're denied access, then check the user's permissions in Amazon Connect. Also, verify that the instance name and contact ID are correct in the URL.

Related information

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