---
schema_version: "1"
id: 7f2cd3e0ea4b7627af8f5165c40f2eccaac28ea8245088e241e9cf9f9cdd2387
title: Troubleshoot Errors from Amazon Connect in Salesforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_amazon_connect_errors_reference.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7476c2211fe0c2a9c62ec8afebbbfa680069600733516a6ff5056975b98cb4c4
description: Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Troubleshoot Errors from Amazon Connect in Salesforce Voice

Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.

### Required Editions

Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect

## Softphone Errors for Setup and Access Issues

These setup errors and messages are visible to reps in the Omni-Channel softphone. Corresponding console log labels appear in the browser console when the errors are triggered.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.666666666666668%">
          <col style="width:20%">
          <col style="width:26.666666666666668%">
          <col style="width:26.666666666666668%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e91">Softphone Error</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e94">Console Log Label</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e97">Why this Appears</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e100">Action to Take</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">We couldn’t authenticate you through SSO. Try refreshing your browser or ask
              your Salesforce admin for help.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>AUTH_RETRIES_EXHAUSTED</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">
              <p>The rep previously logged in successfully. Single sign-on (SSO) succeeded with
                the Amazon Connect Contact Control Panel (CCP) running in the background. But the
                connection or session has since failed repeatedly, and the system has stopped trying
                to authenticate for this session. </p>
              <p style="margin-bottom:0;">This situation can happen if there’s an expired
                or invalid session or token or if token refresh has failed. It can also happen due
                to SAML or SSO log in failure. See the <code>SSOLogin Failed</code> entry for
                likely causes.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Ask the rep to refresh their browser. </p>
              <p>Ask the rep to log in to Omni-Channel
                again by selecting a presence status of available.</p>
              <p>Follow recommendations in the <em>How Do I Troubleshoot Omni-Channel Login and
                  SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&amp;release=264.0.0&amp;type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce Voice</a>.</p>
              <p style="margin-bottom:0;">If you validate the
                configuration but the problem is persistent, ask your identity provider (IdP) admin
                to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony
                  model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Your SSO authentication session has expired. Try refreshing your browser. If the
              issue persists, log out of Omni-Channel by updating your presence status and then log
              in as available again.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>AUTH_SESSION_EXPIRED</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">
              <p>The rep previously logged in successfully. SSO succeeded with the Amazon
                Connect Contact Control Panel (CCP) running in the background. But the connection or
                session has since expired. </p>
              <p style="margin-bottom:0;">This situation can happen if there’s an expired or
                invalid session or token or if token refresh has failed. It can also happen due to
                SAML or SSO log in failure. See the <code>SSOLogin Failed</code> entry for
                likely causes.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Ask the rep to refresh their browser. </p>
              <p>Ask the rep to log in to Omni-Channel again
                by selecting a presence status of available.</p>
              <p>Follow recommendations in the <em>How Do
                  I Troubleshoot Omni-Channel Login and SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&amp;release=264.0.0&amp;type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce
                  Voice</a>.</p>
              <p style="margin-bottom:0;">If you validate the configuration but the problem is persistent, ask
                your identity provider admin to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Failed to set contact attributes in Amazon Connect. Try again. If the issue
              persists, contact Salesforce Customer Support for help.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CAN_NOT_SET_CONTACT_ATTRIBUTE</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">Setting contact attributes in Amazon Connect failed.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Ask the rep to retry their action. </p>
              <p style="margin-bottom:0;">If the problem persists, contact
                Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Failed to start monitoring call in Amazon Connect because of an error. Try
              again. If the issue persists, contact Salesforce Customer Support for help.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CAN_NOT_START_MONITORING_CONTACT</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">Call monitoring couldn't start for Amazon Connect.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Ask the supervisor to retry monitoring the call. </p>
              <p style="margin-bottom:0;">If the problem persists,
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Your SSO authentication didn't provide the required access. Ask your Salesforce
              admin to check your user configuration in Amazon Connect.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CONNECTOR_ACCESS_DENIED</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">
              <p>Amazon Connect responded with a 403 forbidden or similar status code. The user
                is authenticated but not allowed to perform the requested action. This error is due
                to authorization failure, not authentication failure. </p>
              <p style="margin-bottom:0;">This situation can happen
                if a rep lacks IAM or Amazon Connect permissions for the operation or if they have
                security profile or routing profile misconfiguration.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Try these troubleshooting tips, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-security-profiles.html" target="_blank">Amazon Connect permissions and security profiles
                  documentation</a> for more information. </p>
              <ul>
                <li>In AWS, confirm the rep’s security profile and IAM role. Grant the required
                  permissions for the operation (rep, contact, or connection APIs) in Amazon
                  Connect.</li>

                <li>In Amazon Connect, verify the security profile and routing profile settings.
                  Make sure that the user has access to the queue, channel, or action.</li>

              </ul>
              <p style="margin-bottom:0;"> If the problem persists after validating the network, ask your network team to
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Enable the microphone in your browser.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>microphone_not_shared</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep doesn’t have the microphone enabled in the browser settings for the site
              that’s running the Salesforce Voice softphone.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>For Chrome, see <a href="https://support.google.com/chrome/answer/2693767?hl=en" target="_blank">Use your camera and microphone in Chrome</a>.</p>
              <p>If using Firefox, see <a href="https://support.mozilla.org/en-US/kb/firefox-page-info-window" target="_blank">Firefox Page Info window</a>.</p>
              <p style="margin-bottom:0;">After updating the microphone permission setting, reload the Salesforce app.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There's a network issue. Ask your Salesforce admin to check the network
              configuration. (E-1016)</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>signalling_handshake_failure</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">
              <p>The Amazon Connect softphone can’t establish an initial signaling connection
                for WebRTC. </p>
              <p style="margin-bottom:0;">This situation can happen due to a firewall blocking WebSocket
                connections, network proxy issues, restrictive security policies, or other network
                configuration issues.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more
                information. </p>
              <ul>
                <li>Verify network connectivity to Amazon Connect endpoints.</li>

                <li>Check firewall rules for WebSocket connections. </li>

                <li>Test from a different network.</li>

                <li>Verify corporate proxy settings.</li>

                <li>Try the action again or wait a minute and then try again.</li>

              </ul>
              <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There's a network issue. Ask your Salesforce admin to check the network
              configuration. (E-1017)</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>signalling_connection_failure</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">
              <p>The Amazon Connect softphone can’t establish an initial signaling connection
                for WebRTC due to an internal connection error. </p>
              <p style="margin-bottom:0;">This situation can happen due to
                a firewall blocking WebSocket connections, network proxy issues, restrictive
                security policies, or other network configuration issues.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more
                information. </p>
              <ul>
                <li>Verify network connectivity to Amazon Connect endpoints. </li>

                <li>Check firewall rules for WebSocket connections.</li>

                <li>Test from a different network.</li>

                <li>Verify corporate proxy settings.</li>

                <li>Try the action again or wait a minute and then try again.</li>

              </ul>
              <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">This browser isn’t supported. Please try again with another browser.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>unsupported_browser</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep is using an unsupported browser. Voice supports the latest stable browser
              version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">Ask the rep to change or update their browser.</td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like you're logged in on different browsers, like Chrome and Firefox. Access
              Salesforce Voice from one browser at a time.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>user_busy_error</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep has the Amazon Connect Contact Control Panel (CCP) running in two distinct
              browsers at the same time. When a rep logs into Omni-Channel, Salesforce loads the CCP
              in the background.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">Ask the rep to use one browser at a time to log in to Omni-Channel.</td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like there’s an issue with your voice call VDI setup. Try refreshing your
              browser, then ask your Salesforce admin for help with code E-1019.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>vdi_redir_not_supported</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep is trying to use Citrix audio redirection, but their Citrix environment
              doesn't support this feature. Audio redirection allows a rep’s voice to go directly from
              their local device to Amazon Connect (bypassing the virtual desktop), which improves
              call quality.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">To verify that your Citrix environment meets the requirements, refer to <a href="https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-citrix-step-by-step.html" target="_blank">Optimize Amazon Connect audio for Citrix cloud
                desktops</a> in the Amazon Connect Administrator Guide.</td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like there’s an issue with your voice call VDI setup. Try refreshing your
              browser, then ask your Salesforce admin for help with code E-1018.</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>vdi_strategy_not_supported</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The Virtual Desktop Infrastructure (VDI) platform you're using is not currently
              supported by Amazon Connect for audio redirection. Amazon Connect only supports
              specific VDI platforms.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>To confirm the VDI platforms that Amazon Connect supports, refer to the supported
                VDI platforms in the <a href="https://github.com/amazon-connect/amazon-connect-streams/blob/master/src/index.d.ts" target="_blank">amazon-connect-streams documentation</a>
                (<code>VDIPlatformType</code> enum values).</p>
              <p style="margin-bottom:0;">Configure VDI setup with <a href="https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&amp;release=264.0.0&amp;type=5" title="To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.">Set
                  Up Voice Call Audio for Virtual Desktop Users</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There’s a network issue. Ask your Salesforce admin to check the network
              configuration. (E-1015)</td>

            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>webrtc_error</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">An issue occurred because the rep is using an unsupported browser, or a required
              port or protocol isn’t open. For example, UDP on port 443 isn’t allowed. Only the
              latest three versions of Chrome or Firefox are supported.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">
              <p>Confirm that the rep is using a supported browser. Voice supports the latest
                stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge
                (Chromium) only. </p>
              <p>Check that all traffic is allowed for required ports and
                protocols. See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html#ccp-networking" target="_blank">CCP Networking</a> and <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-contact-control-panel.html#phone-settings" target="_blank">Phone Settings</a> for more information.</p>
              <p style="margin-bottom:0;">If the problem persists after checking the browser and settings for ports and
                protocols, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony
                  model</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

## Browser Console Log Errors and Messages

These errors and messages are available in the browser console log only and don’t appear in the Omni-Channel softphone.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.153846153846157%">
          <col style="width:36.92307692307692%">
          <col style="width:36.92307692307692%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e567">Console Log Label</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e570">Why this Appears</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e573">Action to Take</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>AgentHungUp</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>The rep voluntarily ended the contact or disconnected from the call, often
                before a successful connection was fully established. This message also shows when
                the system registers an unexpected disconnect. </p>
              <p style="margin-bottom:0;">When this error displays,
                Salesforce records an <code>AGENT_HANGUP</code> metric, syncs the Omni-Channel
                status to After Conversation Work (ACW) or Ready or Offline based on
                configuration, and closes the agent work.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">If there are recurring premature hang-ups, instruct reps to avoid this behavior.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>BadAddressAgent</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This configuration error displays when the phone number for the rep’s softphone
                or external device is invalid, unreachable, or malformed. </p>
              <p style="margin-bottom:0;">When this error
                displays, Salesforce records an <code>INVALID_AGENT_ADDRESS</code> metric and
                syncs the Omni-Channel status to Error or Offline. The creation of agent work is
                prevented or immediately canceled.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Fix the phone number configuration for the softphone or external device. See the <em>Claim a Phone Number in Amazon Connect</em> section in <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&amp;release=264.0.0&amp;type=5" title="Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice).">Configure Your Amazon Connect
                Instance</a>. For deskphones, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&amp;release=264.0.0&amp;type=5" title="You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.">Set Up Desk Phones for your Contact Center</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>BadAddressCustomer</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error displays when the customer's destination phone number
                is invalid, unreachable, or malformed. This error typically occurs during an
                outbound call or transfer attempt. </p>
              <p style="margin-bottom:0;">When this error displays, Salesforce records
                an <code>INVALID_CUSTOMER_ADDRESS</code> metric, syncs the Omni-Channel status
                if the rep was in mid-transfer when the error occurred. Salesforce also closes or
                cancels the agent work related to the failed attempt.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">If the issue persists and affects multiple numbers, contact Salesforce support or
              Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your
                telephony model</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Default</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error is used for unclassified or unexpected error states
                reported by Amazon Connect. </p>
              <p style="margin-bottom:0;">When this error displays, Salesforce records an
                <code>UNCLASSIFIED_AGENT_ERROR</code> metric, syncs the Omni-Channel status
                to Error or Offline, and closes or cancels the agent work.
              </p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Error</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error for the Amazon Connect Service Layer is a generic,
                unclassified error that occurs during a rep action or state transition in Amazon
                Connect. </p>
              <p style="margin-bottom:0;">When this error displays, Salesforce records a call acceptance failure
                metric (<code>GENERIC_AGENT_ERROR</code>), syncs the Omni-Channel status to
                Error or Offline, and closes or cancels the agent work if it’s associated with a
                contact.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>FailedConnectAgent</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error displays when Amazon Connect can’t establish the rep
                leg of a call. </p>
              <p style="margin-bottom:0;">When this error displays, Salesforce records a call acceptance
                failure metric (<code>ACCEPT_BUT_FAILED</code>), syncs the Omni-Channel
                status, and closes or cancels the agent work.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>FailedConnectCustomer</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error displays when Amazon Connect can’t establish the
                customer leg of a call. For example, the customer doesn’t answer, the line is busy,
                or there’s an infrastructure failure on the customer side. </p>
              <p style="margin-bottom:0;">When this error
                displays, Salesforce records a <code>CUSTOMER_CONNECT_FAILURE</code> metric,
                syncs the Omni-Channel status, and closes or cancels the agent work.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>ice_collection_timeout</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>The Amazon Connect softphone couldn’t communicate with the Salesforce softphone
                endpoint.</p>
              <p style="margin-bottom:0;">This situation can happen due to a firewall blocking WebSocket connections, network
                proxy issues, or restrictive security policies.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">
              <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more
                information. </p>
              <ul>
                <li>Make sure that the rep’s workstation meets the minimum network
                  requirements.</li>

                <li>Check the firewall settings to see if UDP 3478 outbound traffic is allowed to
                  Amazon Connect softphone media. Make sure that all traffic requirements are
                  configured properly in your network.</li>

                <li>Turn off any virtual private networks (VPNs) that you use, or test another
                  browser or workstation to isolate workstation-related issues.</li>

                <li>If you use a stateless firewall, then add the ephemeral port range to your
                  allowlist.</li>

              </ul>
              <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>LineEngagedAgent</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This message displays in logs when the rep isn’t properly managing line
                availability. The rep’s external line is busy when Amazon Connect attempts to route
                a new contact. </p>
              <p style="margin-bottom:0;">When this error displays, Salesforce records an
                <code>AGENT_LINE_ENGAGED</code> metric, syncs the Omni-Channel status so
                that the status remains Ready or Available, and reroutes the contact. Salesforce
                immediately cancels or rejects the agent work.
              </p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">No action needed. Informational message only.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>LineEngagedCustomer</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This message displays if the customer's line is busy when the rep or system
                attempts an outbound call or transfer. </p>
              <p style="margin-bottom:0;">When this message displays, Salesforce
                records a <code>CUSTOMER_LINE_ENGAGED</code> metric, and closes or cancels the
                agent work associated with the failed attempt.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">No action needed. Informational message only.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>MissedCallAgent</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This message displays if the rep doesn’t accept a routed call within the
                configured timeout period. </p>
              <p style="margin-bottom:0;">When this message displays, Salesforce records an
                <code>AGENT_MISSED_CALL</code> metric and syncs the Omni-Channel status to
                Offline, Missed Call, or Not Ready, and closes or cancels the agent
                work.
              </p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Ask the rep to accept the call within the timeout period.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>MultipleCcpWindows</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This message displays if the rep is logged into the Contact Control Panel (CCP)
                in multiple browser tabs or windows simultaneously. This situation can happen when
                they’re logged into Omni-Channel in multiple browser tabs or windows. </p>
              <p style="margin-bottom:0;">When this
                message displays, Salesforce records a <code>MULTIPLE_CCP_DETECTED</code>
                metric, syncs the Omni-Channel status by setting the rep to Offline or Error state
                in all but one session. Salesforce prevents agent work creation or cancels agent
                work in non-primary tabs and windows.</p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Ask the rep to use Omni-Channel in one browser tab or window at a time. See <a href="https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.">Salesforce Voice Limits and Limitations</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Other</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">An internal error occurred in Amazon.</td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">
              <p>Try refreshing the browser. </p>
              <p>If the issue persists, contact Salesforce
                support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p>
              <p style="margin-bottom:0;">See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for
                more information.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>RealtimeCommunicationError</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>This infrastructure error displays if a persistent, non-recoverable error in
                WebRTC or real-time media communication occurs between the rep’s browser and Amazon
                Connect. </p>
              <p style="margin-bottom:0;">When this message displays, Salesforce records a
                <code>WEBRTC_COMMUNICATION_ERROR</code>, syncs the Omni-Channel status to
                Offline or Error, and closes or cancels agent work and disconnects any active
                call.
              </p>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">
              <p>If the issue doesn’t resolve, contact Salesforce support or Amazon support,
                <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony
                  model</a>.
              </p>
              <p style="margin-bottom:0;">See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for
                more information.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>SSOLogin Failed</code></td>

            <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">
              <p>The rep’s Single Sign-On (SSO) authentication wasn’t successful, preventing
                them from securely logging into the Contact Control Panel (CCP) or the underlying
                Amazon Connect service. </p>
              <p>Common Causes:</p>
              <ul>
                <li>There’s a SAML configuration mismatch. There are errors in the configuration
                  of the SSO URL, Entity ID, or an expired signing certificate between the
                  identity provider and the Amazon Connect Service Provider.</li>

                <li>The rep’s user account isn’t active or correctly provisioned for the
                  application within the identity provider settings.</li>

                <li>There’s a user ID mapping error. The unique identifier (NameID attribute)
                  passed in the SAML assertion doesn't match the expected user ID format required
                  by Amazon Connect and Salesforce.</li>

                <li>There are browser or session issues. Old session data, cookies, or cached
                  credentials are causing repeated authentication attempts instead of a successful
                  sign-in. Third-party cookies in the browser settings may be blocked.</li>

              </ul>
            </td>

            <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">
              <p>Follow recommendations in the <em>How Do I Troubleshoot Omni-Channel Login and
                  SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&amp;release=264.0.0&amp;type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce Voice</a>. </p>
              <p style="margin-bottom:0;">If you validate the
                configuration but the error is persistent, ask your identity provider admin to
                contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony
                  model</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

#### See Also

- [_AWS re:Post Knowledge Center:_ How do I troubleshoot CCP user interface errors in Amazon Connect?](https://www.repost.aws/knowledge-center/connect-troubleshoot-ccp-ui-errors)
- [_Salesforce Help_: Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&type=5&language=en_US)
- [Troubleshoot Errors for Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_errors_reference.htm&release=264.0.0&type=5 "Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.")
- [Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&language=en_US)