Exception:
We’re having trouble with call monitoring right now. Try again or contact your Salesforce admin
Resolution:
This exception is thrown when the Omni-Channel Supervisors tries to listen in to Voice Calls.
To resolve the issue, please make sure the Omni-Channel Supervisors have the following permissions in Salesforce and Amazon Connect.
Salesforce Permission Sets:
- Contact Center Agent (Partner Telephony) OR Contact Center Agent
- Contact Center Supervisor
- Contact Center Admin
Amazon Connect Permission:
UI Name: Real-time contact monitoring – Enable/Disable should be checked for Listen In
API Name: ManagerListenIn