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Troubleshooting & FAQ


How do I confirm the version of my installed connector

Your Zendesk admin needs to browse to the below URL, after updating your Zendesk Subdomain in the URL.

You will then find the Amazon Connect application, and click the settings icon and go to “Change Settings”

You will then see some Metadata within the application.

The Version value is the important data not the Framework Version.

Why is the screenpop not working and I see a 403 error in the browser developer logs.

Zendesk requires users to have the Talk Partner Edition licence to use this application. This is included in the Zendesk Suite licence version however for other licence versions this is an additional licence which is required to be added to your Zendesk tenant.

Reach out to Zendesk to confirm if you have this licence if you are unsure.

Why isn’t the Connect softphone loading in Zendesk?

If you have multiple installations of the Amazon Connect app, the URL advised in the softphone loading screen may be wrong. Check that that the URL is correct.

We suggest only running one version of the app, unless you have different apps for different roles/groups and are using the permission settings within the app.

Why isn’t the microphone working?

Ensure you have enabled pop ups and the use of your microphone in your browser for Zendesk.

Why isn’t my speech analysis working?

Ensure your AWS administrator has deployed the Contact Lens add on. You must also ensure that you are using the Redacted Setting within the Call Recording contact flow block as we only support redacted transcriptions for contact lens.

Why is the customer receiving two calls when I make an outbound call?

Make sure you turn off Zendesk Talk for agents otherwise an outbound call will be made from Connect and Talk.

Why is the app not working properly when I update the app’s settings?

If you encounter this issue try refreshing your browser after updating the app’s settings. If you continue to have issues, please raise a support ticket with our team. Instructions are in the support tab of this help centre.

Tickets are not being created and I get the following warning popup:


even though I have the Zendesk app open in a single tab only. App works fine for other agents though.

This usually happens after your browser or system had crashed or had to be restarted and the app hasn't been able to clean up its state.

To force the clean-up, change your status briefly to Offline and then back to Available.

Why are some callers not being recognised by the app?

A caller will only be recognised if their user profile in Zendesk has their role set as end user. For example, if someone calls up and their user profile is set to Administrator or Team leader, the app will not pop the caller’s user profile.

Why am I unable to accept a call or make an outbound call when media-less mode is enabled?

Chances are you have not signed in to the CCP in a seperate tab on your browser before logging into Zendesk. Clear your browser cache for Zendesk, sign out of Zendesk, sign in to the CCP in a seperate tab on your browser (ensure the CCP is open and not just the Connect console), then sign in to Zendesk.

Why are there no call recordings with callbacks? Also, the pause/resume recording feature doesn’t work with callbacks.

Check which outbound whisper flow is configured for your callback queue, then make sure it has call recording enabled.

App is not loading in ZD (just shows the loading screen in the CCP). No screen pop of Connect login page. Both URLs have been correctly whitelisted

  • Check whether popups have been allowed on their browser

  • Ensure the URL for their Amazon Connect instance is entered in the following format:

Frequently Asked Questions

What happens to AWS Lambda functions when Node.js runtimes are annouced End of Support by AWS.

AWS proactively advises customers when they identify your AWS account has one or more Lambda functions using a version of runtime which is being made end of support/end of life. As VoiceFoundry is advised at the same time as our customers using the application, we automatically raise a request to our development team to commence reviews of existing published code to ensure that any depricating version of runtime has been upgraded. Once VoiceFoundry publishes a new release via the Serverless Application Repository, customers are required to Update the CloudFormation stack which was used to deploy the add-on services which use Lambda functions. Instructions for this are published by AWS here

What happens if there are multiple user profiles that match the caller's CLI?

In the event there are multiple recognised users with the same phone number, the user which has the number as a direct line is selected and the other users are ignored.

Are Amazon Connect contact details added to every call?

Yes, Amazon Connect contact details are added to a ticket at the beginning of every call.

How are additional Connect attributes handled?

Additional attributes that are either updated or created during a call will be attached to the ticket at the end of the call.

The agent must still be on the call when an attribute is either updated or created for it to get attached to a ticket.

What happens if I refresh my browser during a call?

If you’re not using media-less mode you will lose connection with the caller.

What happens if a call ends before I create a ticket?

A new ticket will be created with call details and any other configured attributes attached to it. You will be set as the ticket requester.

What happens if the default country dialling prefix in the app’s settings is set to one country code (e.g. +1), but the phone number in a user’s profile includes another country code (e.g.+61)?

In this scenario the country code set in the default country dialling prefix app setting will be ignored.

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