Amazon CTI and Omnichannel not updating

Question

Usually, if you update the omnichannel status to say 'Break' it will update the Phone status to 'Break' and vice versa but this no longer works and no changes have happened. Does anyone have any ideas?

Answer 1

It appears to be an issue with the presence status synchronization between Amazon Connect & SFDC omnichannel. As per the post ensure you have done these checks

1. Added the Omni-channel Utility item to your App?
2. Did you create the statuses to Amazon Connect and Salesforce with the same names? (different names might also work, but just need to be careful when writing the sync rules)
3. Added the statuses to the Users profile, under: Enabled Service Presence Status Access?
4. Ensure you copy-pasted the correct "Internal name" property to the Call Center field from Service -> Call Center -> callcenters -> Amazon Connect CCP Adapter Lightning X.XX

See Sample sync rule to add to the "Presence sync configuration" to sync statuses bi-directionally

 [
    {
      "source": "omni.stateChange",
      "destination": "connect",
      "criteria": {
        "operandA": "omni.agentState",
        "comparator": "===",
        "operandB": "Available"
    },
      "state": "Available"
    },
    {
      "source": "omni.stateChange",
      "destination": "connect",
      "criteria": {
        "operandA": "omni.agentState",
        "comparator": "===",
        "operandB": "Offline"
    },
      "state": "Offline"
    },
    {
      "source": "omni.stateChange",
      "destination": "connect",
      "criteria": {
        "operandA": "omni.agentState",
        "comparator": "===",
        "operandB": "Break"
    },
      "state": "Break"
    },
    {
      "source": "connect.stateChange",
      "destination": "salesforce",
      "criteria": {
        "operandA": "connect.agentState",
        "comparator": "===",
        "operandB": "Available"
    },
      "state": "Available"
    },
    {
      "source": "connect.stateChange",
      "destination": "salesforce",
      "criteria": {
        "operandA": "connect.agentState",
        "comparator": "===",
        "operandB": "Offline"
    },
      "state": "Offline"
    },
    {
      "source": "connect.stateChange",
      "destination": "salesforce",
      "criteria": {
        "operandA": "connect.agentState",
        "comparator": "===",
        "operandB": "Break"
    },
      "state": "Break"
    }
    ]