Previously I can be able to login amazon connect SAML instance with salesforce user.
But now Unable to login SAML instance of amazon connect with Salesforce user. Setup>Partner Telephony Contact Centre> Open YOUR Contact center > Click 'Telephony Provider Settings'. when clicked the below page appear.
In the SCCAC contact center connected with above SAML connect instance, active status achieved in omni channel when I login with amazon IAM user(not salesforce contact center user) in SAML connect instance in same window of browser, otherwise showing Log into Omni-Channel failed.
When the status is active
- The Incoming Voice call is not receiving in the omni channel where the same configuration worked before.
- But the outbound calls are made with the omni channel and working fine.
What is the possible fixes for the above problem.
@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:
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000K0pExSAJFor 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.
https://help.salesforce.com/s/articleView?id=service.voice_amazon_config_sso.htm&type=5For 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.
