Why can't I see the phone icon to open the CCP in my Amazon Connect contact center?

Last updated: 2019-12-30

In my Amazon Connect contact center, there's usually a phone icon at the top right that opens the Contact Control Panel (CCP). Why can't I find it?

Resolution

Check your user permissions

The phone icon at the top right of your contact center only appears when you log in as a user that has Access Contact Control Panel access in their security profile permissions. If you don't see the phone icon when you're logged in to your contact center, assign a security profile with sufficient permissions to your user.

Or, update their security profile to add the required permission. On the Edit security profile page, expand Contact Control Panel (CCP) to find the Access Contact Control Panel permission setting.

For more information, see Launch the CCP and Provide Access to the Contact Control Panel.

(Optional) Use the CCP access URLs

You can also access the CCP with either of the following URLs:

  • CCP v2: https://connectInstanceName.awsapps.com/connect/ccp-v2
  • CCP v1: https://connectInstanceName.awsapps.com/connect/ccp

Note: Replace connectInstanceName with the name of your Amazon Connect instance.

You must still log in as a user with sufficient permissions. If you use these URLs to log in as a user without access, you get the following error:

Access denied

You do not have permission to access the Contact Control Panel (CCP). To request access, contact your administrator.

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