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We have an Amazon Connect installation (v4.4) in our Salesforce org and it was working fine until this week when it started showing a 'Sorry to Interrupt' message on incoming calls.

I've disabled all custom scripts/components and still receive the issue. This error only shows up for a select number of call center users and shows up at random for those users.

I have not been able to reproduce this issue in a sandbox.

Any suggestions would be greatly appreciated :)

Uncaught Error in $A.getCallback() [Cannot read property 'state' of null]
Callback failed: serviceComponent://ui.opencti.components.openCtiApiHandler.OpenCtiApiHandlerController/ACTION$getSearchUsingSoftphoneLayout
throws at https://dummy_org.lightning.force.com/auraFW/javascript/AE898lCB2KpCUerBipCwXg/aura_prod.js:66:15. Caused by: Error in $A.getCallback() [Cannot read property 'state' of null]

Callback failed: serviceComponent://ui.opencti.components.openCtiApiHandler.OpenCtiApiHandlerController/ACTION$getSearchUsingSoftphoneLayout
Object.fireSearchRequest()@https://dummy_org.lightning.force.com/libraries/forceSearch/searchLibrary.event.js:4:244
Object.fireSearch()@https://dummy_org.lightning.force.com/libraries/forceSearch/searchLibrary.event.js:6:96
Object.navigateToSearchPage()@https://dummy_org.lightning.force.com/libraries/opencti/ctiLibrary.navigation.js:3:163
Object.searchAndScreenPopHandleInboundNavigation()@https://dummy_org.lightning.force.com/auraCmpDef?aura.app=markup://one:one&_au=xPMHjhRYKs3Pd1nCeZrBzQ&_ff=DESKTOP&_l=true&_l10n=en_US&_c=false&_style=-1244045752&_density=VIEW_ONE&_def=markup://opencti:openCtiApiHandler&_uid=LATEST-5:50:135
Object.searchAndScreenPopControllerCallback()@https://dummy_org.lightning.force.com/auraCmpDef?aura.app=markup://one:one&_au=xPMHjhRYKs3Pd1nCeZrBzQ&_ff=DESKTOP&_l=true&_l10n=en_US&_c=false&_style=-1244045752&_density=VIEW_ONE&_def=markup://opencti:openCtiApiHandler&_uid=LATEST-5:39:6
Object.<anonymous>()@https://dummy_org.lightning.force.com/auraCmpDef?aura.app=markup://one:one&_au=xPMHjhRYKs3Pd1nCeZrBzQ&_ff=DESKTOP&_l=true&_l10n=en_US&_c=false&_style=-1244045752&_density=VIEW_ONE&_def=markup://opencti:openCtiApiHandler&_uid=LATEST-5:24:154
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  • As it's a managed package, I'd say that it's more a problem on Amazon's side nor Salesforce's. Have you tried to reach their support?
    – Przemysław Długoszewski-Tamoń
    Commented Jun 25, 2021 at 15:12
  • Yes, they haven't been able to come back with any solutions as of yet.
    – Hart
    Commented Jun 25, 2021 at 15:45

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click here to see more about the issue. Seems a known issue happening recently

https://trailblazer.salesforce.com/issues_view?id=a1p4V000002JRdpQAG

There is a workaround and my call centre agents are testing if the workaround is getting them away from error.

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  • Welcome to Salesforce SE! While this may theoretically answer the question, it would be preferable to include the essential parts of the answer here, and provide the link for reference.
    – identigral
    Commented Jul 2, 2021 at 6:06

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