We have had several reports of agents having issues with the Omni channel call controls. These agents are actively answering calls via omni channel, but when voice call record opens and they try to reopen the omni channel widget to use the call controls the buttons/numbers are greyed out, and unclickable. They end up stuck with the caller on the phone but unable to transfer.
Similarly, on occasions agents are able to make outbound calls via click to dial for known contacts but the keypad is greyed out/unclickable if they try to dial a number manually.
Has anyone else experienced similar issues?
Thank You
John
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.
