Why am I not receiving call notifications?
In case you are not receiving notifications of incoming calls, please make sure that your settings on your phone are not blocking the notifications.
iOS
To receive incoming calls on your iOS device:
- Turn off airplane mode (help guide)
- Turn off "Do Not Disturb" (help guide)
Android
To receive incoming calls on your android device:
- Turn off airplane mode (help guide)
- Turn off "Do Not Disturb" (help guide)
Why can't I accept voice interactions while also using CCP in the browser?
Amazon Connect doesn't support multiple windows at the same time, so you can't be logged in with the app & the website at the same time.
You should logout of the website before logging into the app.
Agent information error during login?
If the error message looks like: A problem occurred while getting agent information, check security profile.
Then you'll need to add the following view permission to the Users and permissions in Amazon Connect
- Users
Not able to search contacts?
If the error message looks like: User xxx is not allowed to perform: ContactSearch.View
Then you'll need to add the following view permissions to the Agent profile in Amazon Connect
- Contact search
- Search contacts by keywords
- Contact attributes
Navigate to Security profiles -> agent -> Analytics and Optimization to find this setting in Amazon Connect.
Your browser is not supported?
In case you would get the error message "your browser message upon login:
1) click the logout button on the top right
2) close and reopen the app
3) login again
If the issue persists, please contact us via mc.notifications@idealsystems.be.
