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

Last updated: 2021-11-09

When I try to open the Amazon Connect Contact Control Panel (CCP) in Salesforce, the CCP opens in a separate window only. The Amazon Connect CTI Adapter's softphone layout also prompts me to "Sign in to CCP." Why isn't the CCP opening in Salesforce after I've set up the Amazon Connect CTI Adapter, and how do I resolve the issue?

Short description

If the following domains aren't included on your Amazon Connect instance's Approved Origins list, then you can't embed the CCP into the Salesforce service console:

  • The URL of the Salesforce page where the CCP is imbedded
  • The URL of the Lightning Adapter Visualforce page (CTI Adapter URL)

To allow list these domains, do the following.

Resolution

Verify the URL of the Salesforce page where the CCP is imbedded

1.    Open the Salesforce service console.

2.    Choose Setup. The Salesforce service console Setup page opens.

3.    Copy the Setup page's URL, and then paste it to a text document.

Verify the URL of your Lightning Adapter Visualforce page (CTI Adapter URL)

1.    Open the Salesforce service console.

2.    Choose Setup.

3.    In the Quick Find text box, enter visual. Then, choose Visualforce Pages.

4.    In the Name column, select the AC_LightningAdapter link.

5.    Choose Preview. A new browser tab opens that contains your Lighting Adapter Visualforce page's URL.

6.    Copy the URL, and then paste it to a text document.

Add the URLs to your Amazon Connect instance's Approved Origins list

1.    Open the Amazon Connect console.

2.    Verify that you're in the correct AWS Region for your Amazon Connect instance.

3.    In the Instance Alias column, select your instance's alias.

4.    In the left navigation pane, choose Approved origins. Then, choose Add domain.

5.    In the Enter domain URL text box, enter the URL of the Salesforce page where the CCP is imbedded.

Important: Enter the URL through the .com only.

Example Salesforce page URL format

https://XXXXXXXX-dev-ed-.lightning.force.com

6.    Choose Add. Your Salesforce page domain appears in the Approved origins section.

7.    In the Enter domain URL text box, enter the URL of your Lighting Adapter Visualforce page. Then, choose Add domain.

Important: Enter the URL through the .com only.

Example Lighting Adapter Visualforce page URL format

https://yourdomain-dev-ed--amazonconnect.visualforce.com

8.    Choose Add. Your Lighting Adapter Visualforce page domain appears in the Approved origins section.

Test the setup

Refresh the Salesforce service console page in your browser. If your Amazon Connect instance's allow list is configured correctly, then the CCP appears in the Salesforce service console.


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