How do I troubleshoot issues with the Amazon Connect CTI Adapter for Salesforce?

Resolution

The following resolution applies to Amazon Connect Salesforce CTI Adapter version 5.29.

To check your version, complete the following steps:

1. Open the Salesforce service console.
2. Choose Setup.
3. Choose Installed Packages and then, choose Amazon Connect Universal Package.

Note: Make sure that you turn on 3rd party cookie support in your browser. When the Amazon Connect Contact Control Panel (CCP) is blank or stuck, look for a cookie icon or Permission Request in your browser address bar. Then choose Allow to give the CTI Adapter access to Amazon Connect cookies.

The CCP doesn't open in Salesforce

Don't use a private browsing window, such as an incognito window because private browsers block the necessary cookies to open the Amazon Connect CCP.

If you're using a SAML setup, then check the configuration of your single sign on settings. For more information, see Single Sign On Settings on the Amazon Connect Salesforce Adapter CTI website.

If the CCP doesn't open, then see Why doesn't the Amazon Connect CCP open in Salesforce after I've set up the Amazon Connect CTI Adapter?

If the issue persists, then take one of the following actions.

Confirm the Toolkit for Amazon Connect lists the correct instance URL

To check the instance URL in the Toolkit for Amazon Connect, complete the following steps:

1. Open the Salesforce service console.
2. Choose Setup.
3. Choose Custom code and then, choose Custom settings.
4. Choose the Toolkit for Amazon Connect. The URL listed must match the Amazon Connect instance Id.

Review the status of clickjack protection

If you turned on clickjack protection, then you might see a "refused to display in a frame" error.

To turn off clickjack protections, complete the following steps:

1. Open the Salesforce service console.
2. Choose Setup.
3. Choose Security and then, choose Session Settings.
4. Under Clickjack Protection, turn off the Enable clickjack protection for customer Visualforce pages with standard headers setting. Also turn off the Enable clickjack protection for customer Visualforce pages with headers disabled setting.

If you still can't open the Amazon Connect CCP in Salesforce, then complete the following steps:

1. Create a HAR file to capture browser related network issues.
2. Create a case with AWS Support.
3. Attach the HAR file, the event, and an export of the CTI Flow for the event to the support case.

The CTI Flows don't run as expected

If the CTI Flows don't run as expected, then Configure the CTI Flow and initiate the event. For more information, see CTI Flow and Appendix C: CTI Flow sources and events on the Amazon Connect Salesforce CTI Adapter website.

If you continue to experience the issue, then complete the following steps:

1. Create a HAR file to capture browser related issues. Also, capture the browser console logs.
2. Create a case with AWS Support.
3. Attach the HAR file, browser console logs, the event, and an export of the CTI Flow for the event to the support case.

The recordings, transcripts, or Contact Lens data are missing

To check your recordings, transcripts, and Contact Lens data, open the Salesforce service console. Then, choose AC Contact Channel Analytics.

Note: Salesforce Lambda moves only the contact trace records that are calls.

Recordings

Amazon Connect streams all recordings directly from the instance. If you don't see your recordings in the Salesforce service console, then use the Amazon Connect instance to access them.

To get the recording for a contact ID, use the following example URL:

https://instance-name.my.connect.aws/get-recording?format=wav&callLegId=contact-id

Note: Replace instance-name with your Amazon Connect instance ID and contact-id with the contact ID.

If the preceding URL doesn't resolve the issue, then see Why can't I see or play call recordings after I set up the Amazon Connect CTI Adapter for Salesforce?

If you still have issues, then complete the following steps:

1. Create a HAR file to capture the loading of the AC Contact Channel Analytics page for the contact ID where the recording doesn't show.
2. Create a case with AWS Support.
3. Attach the HAR file to the support case.

Transcripts and Contact Lens data

If your don't see transcripts in the Salesforce service console, first check the following attribute settings and AWS Lambda function transcript. Then take the following actions:

• To move a transcript to Salesforce, set the postcallTranscribeEnabled attribute to true in your Amazon Connect contact flow. Also, set the postcallTranscribeLanguage attribute to the desired language, such as EN-US.
• Review the Lambda function transcript for function timeouts, throttles, or errors that might cause the import issue. The Lambda functions that move the transcript to Salesforce are sfExecuteTranscriptionStateMachine, sfSubmitTranscribeJob, sfGetTranscribeJobStatus, sfProcessTranscriptionResult

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see View stack information from the CloudFormation console.

If your Contact Lens data doesn't show in the Salesforce service console, then check the following attribute settings and Contact Lens data:

• To move Contact Lens data to Salesforce, set the contactLensImportEnabled and postcallRecordingImportEnabled to true in your Amazon Connect contact flow.
  Note: If you turn on redaction of data, then set the postcallRedactedRecordingImportEnabled attribute to true instead of the postcallRecordingImportEnabled attribute.
• Review the Contact Lens data Lambda functions for function timeouts, throttles, or errors that might cause the import issue. The Lambda function that moves the Contact Lens data to Salesforce is sfProcessContactLens.

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see View stack information from the CloudFormation console.

If you continue to have issues, then Create a case with AWS Support and attach the Lambda logs for three or more occurrences of the issue in the support case.

The CTRs don't import from Amazon Connect to Salesforce

To check your CTRs, open the Salesforce service console. Then, choose AC Contact Trace Records.

Complete the steps in Contact trace report import on the Amazon Connect Salesforce CTI Adapter website. Then, check your attribute settings and Lambda functions. If you set up the Salesforce Lambdas manually, then set the postcallCTRImportEnabled attribute to true. Review the Lambda functions for function timeouts, throttles, or errors that might cause the import issue. The Lambda functions that move the CTRs are sfContactTraceRecord and sfCTRTrigger.

If there isn't an issue on the Lambda function level, then change the LambdaLoggingLevel to DEBUG, and review the logs for any issues. To view DEBUG level logs, see the AWS CloudFormation console for the Amazon Connect CTI Adapter stack. For more information, see View stack information from the CloudFormation console.

If the issue persists, then create a case with AWS Support. Attach the Lambda logs for three or more occurrences of the issue to the support case.