* Service Cloud Voice *

I’d look closely at whether the value is being populated by the Voice package through the active console context. If the flow is correctly finding the Contact/Lead but the value changes afterward, that timing would be the first thing I’d try to isolate. 

A useful test would be to temporarily remove the custom assignment and watch the Voice Call record through the full lifecycle: call creation → console record context → flow execution → final Related Record value. That should help identify whether the native behavior happens before or after the flow. I’d also check whether the behavior differs between inbound, outbound, and callback calls. 

More broadly, this is a good example of why Salesforce telephony needs to be evaluated beyond just “does it make calls?” The interaction between call context, CRM records, routing, logging, and automation can become important very quickly. I’ve seen this discussed in the context of comparing the different

The hybrid approach makes a lot of sense for organizations that can’t afford a “rip and replace” migration. The bigger challenge with Open CTI retirement is usually not the technology itself, but timing the move around existing vendor contracts, integrations, agent workflows, and operational risk. The post makes a good point about avoiding unnecessary double-paying while still having a clear path toward Salesforce Voice. 

I’d also build the migration plan around total cost rather than just the replacement license. Existing CTI contracts, implementation effort, call usage, storage, training, testing, and any temporary hybrid architecture can all affect the real number. 

That’s why I think this

@Naveen Kumar S these are two issues. The Insufficient Privileges page on Telephony Provider Settings

usually points to access/configuration, not an Amazon Connect outage. Make sure the Salesforce user has the correct Service Cloud Voice / Partner Telephony permission sets and is added as a user on the Contact Center. Also check the Amazon Connect side. Salesforce permission sets do not automatically give the user Amazon Connect admin/security profile access. 

Found a similar thread:

For the SAML login issue, I would also check whether the contact center SSO connected app access changed, whether the SAML certificate expired/changed, and whether the Salesforce user still maps correctly to the Amazon Connect user. Salesforce docs say Salesforce users with the Service Cloud Voice permission set should be automatically logged into the associated Amazon Connect instance when SSO is configured correctly. 

For the inbound call issue, since outbound works, the softphone/browser side is probably okay. I would check the inbound path: Amazon Connect phone number, contact flow, queue, routing profile, agent availability, Omni presence, capacity, and whether the VoiceCall record is created in Salesforce. If VoiceCall records are created but not routed, focus on Omni/routing config. If no VoiceCall is created, focus on Amazon Connect/contact flow/Salesforce integration.

Also confirm you are not mixing Amazon external routing and Salesforce Omni-Channel Unified Routing in the same contact center. Salesforce docs say to use only one routing system per contact center.

The keypad going greyed out is usually just the CCP (Contact Control Panel) trying to establish a connection to Amazon Connect in the background. It normally only takes a few seconds, but if your internet is slow or unstable it can take a bit longer, and during that time the buttons stay unclickable.

One thing that helps: go into your browser settings and add your Salesforce org URL to the "always keep active" tabs list, so the tab never goes to sleep in the background.  

If you're comparing different Salesforce CTI implementations, it can also be useful to see how other solutions handle real-time caller identification during screen pops. I came across 360 CTI

while researching similar use cases: 

Out of curiosity, are you using the native Salesforce Voice connector with Amazon Connect, or a partner telephony integration?