Admin users keep getting a tab launched to log into Amazon Connect

[Paul Ciarfella]

I have Amazon Connect installed on Vancouver.

On admin login, or any state change like an admin changing application scope, SN launches a tab to log into Amazon Connect.  Its freakin' annoying.

I traced this to each admin user automatically being added to the AWS Presence and Capacities list for the Amazon Connect (Phone) channel.  I can't remove the admin from the list without modifying the OOB ACLs.  Users with the role awa_agent role are automatically added to the AWA agent list, but admin users don't have this role.

Does anyone know why or how the admin gets added to the AWA agent list?

I don't want to hack the ACLs but I need to do it.  I may also need to hack the ACLs because users stay in the AWA agent list even after their awa roles are removed.

[Mark Manders]

What do you mean 'hack' the ACL? You can just change it, or add a new one ensuring the correct users can perform the correct actions. You say you don't want to modify the OOB ACL's, so create a new one.

It's weird though, that you don't want to 'modify OOB ACLs' but two lines further are talking about hacking them.

[Paul Ciarfella]

What I mean is that I do not want to modify the OOB configuration of either Amazon Connect or AWA.  Unless I have no alternative.

I am trying to understand how admin users get added to AWA presence and capacities when the admins are not part of the voice queue or voice service channel.  I am assuming this is what triggers the login to Amazon Connect when the admin logs into ServiceNow as the admins do not have the openframe and awa roles that a Connect user does.

On further investigation, the AWA Agent Presence and Capacities is a DB view into four AWA tables.  But I cannot figure out how the admins get added to the AWA tables.  And if I can't determine how, then maybe adding a business rule to prevent admins from being added to AWA would be the workaround. 

[Paul Ciarfella · Accepted solution]

Here is the solution.  Modify the OpenFrame configuration to enable the softphone for specific groups of users.  My instructions assumes that you have a role-granting group for Amazon Connect users called 'Amazon Connect Agents'.  This setup step is missing from the ServiceNow Amazon Connect setup instructions.  

1 Go to OpenFrame Configuration.

2 Select Amazon Connect (connect-instance-name)

3 Add the group to the configuration's group list.

You can also change the softphone title and icon by changing the Title and Title Icon fields.

[anonymousguy44]

Thank you so much! We have been dealing with this issue for weeks and finally got it resolved!