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Unable to access the Amazon Connect CCP

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Shafi Ektider Zarif
Shafi Ektider Zarif
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The following issue may occur if you embed the Amazon Connect Contact Control Panel (CCP) into your agent application and your users access the Amazon Connect CCP using the Firefox web browser with Enhanced Tracking Protection browser setting set to Strict.

An upgrade to Firefox, specifically Firefox non-ESR version 86 released on February 23, 2021, introduced Total Cookie Protection

which modified cookie sharing behavior across sites for users with Enhanced Tracking Protection set to Strict (Firefox defaults to Standard). Users with this specific browser setting and version combination may be unable to access the Amazon Connect CCP when embedded in another application, preventing them from handling contacts.

To prevent impact to your users (agents), we recommend that your users do one of the following:

  1. Confirm (or set) Enhanced Tracking Protection as Standard in their browser settings. Users can do this by following instructions documented here.


  1. Do not upgrade their Firefox browser version to v86 or higher.
  1. Use Google Chrome or Microsoft Edge to access the Amazon Connect CCP.


That's how AWS is blocking firefox users to access the sound in a firefox browser. How to fix that?

'''''The following issue may occur if you embed the Amazon Connect Contact Control Panel (CCP) into your agent application and your users access the Amazon Connect CCP using the Firefox web browser with Enhanced Tracking Protection browser setting set to Strict. An upgrade to Firefox, specifically Firefox non-ESR version 86 released on February 23, 2021, introduced Total Cookie Protection which modified cookie sharing behavior across sites for users with Enhanced Tracking Protection set to Strict (Firefox defaults to Standard). Users with this specific browser setting and version combination may be unable to access the Amazon Connect CCP when embedded in another application, preventing them from handling contacts. To prevent impact to your users (agents), we recommend that your users do one of the following: # Confirm (or set) Enhanced Tracking Protection as Standard in their browser settings. Users can do this by following instructions documented here. # Do not upgrade their Firefox browser version to v86 or higher. # Use Google Chrome or Microsoft Edge to access the Amazon Connect CCP.''''' That's how AWS is blocking firefox users to access the sound in a firefox browser. How to fix that?

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Paul
Paul
  • Top 25 Contributor
  • Moderator
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Hk

It is not impossible for the Strict level of enhanced tracking protection to break a website. This support article should help:

https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop#w_what-to-do-if-a-site-seems-broken

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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You merely ned to click the shiled in the location bar and move the ETP slider to the 'off' position if you suspect issues caused by or related to Enhanced Tracking Protection blocking content.

See also: