AWS connect documentation change
Summary
Renamed 'Amazon Connect' to 'Connect Customer' throughout the troubleshooting guide for monitoring conversations
Security assessment
The changes are purely branding updates replacing 'Amazon Connect' with 'Connect Customer'. No security vulnerabilities, configurations, or features are modified. The existing security guidance about permissions, service-linked roles, and access control remains unchanged in content.
Diff
diff --git a/connect/latest/adminguide/ts-monitoring-conversations.md b/connect/latest/adminguide/ts-monitoring-conversations.md index 46bd48a71..b7cce6eeb 100644 --- a//connect/latest/adminguide/ts-monitoring-conversations.md +++ b//connect/latest/adminguide/ts-monitoring-conversations.md @@ -7 +7 @@ -# Troubleshoot agent conversation monitoring ability in Amazon Connect +# Troubleshoot agent conversation monitoring ability in Connect Customer @@ -9 +9 @@ -The following table explains how to resolve error messages (exception messages) that may be displayed when you use Amazon Connect to monitor live agent conversations with contacts. +The following table explains how to resolve error messages (exception messages) that may be displayed when you use Connect Customer to monitor live agent conversations with contacts. @@ -13 +13 @@ Error message | Resolution | Exception type | Exception code -**You do not have access to the agent. Contact your admin to learn more.** | You must enable the service linked role for the instance. See [Use service-linked roles and role permissions for Amazon Connect](./connect-slr.html) for information about enabling the role. | AccessDeniedException | 403 +**You do not have access to the agent. Contact your admin to learn more.** | You must enable the service linked role for the instance. See [Use service-linked roles and role permissions for Connect Customer](./connect-slr.html) for information about enabling the role. | AccessDeniedException | 403 @@ -20,2 +20,2 @@ Error message | Resolution | Exception type | Exception code - 3. It is in the list of countries that Amazon Connect can call. For a list of countries allowed by default, see [Countries that call centers using Amazon Connect can call by default](./country-code-allow-list.html). For example, your Amazon Connect instance is in the US East (N. Virginia) Region. Your agent has a deskphone in Germany, which is not a country that Amazon Connect can call by default. By default the agent's deskphone would not be configured correctly to start the monitoring session so they would get an error. You would need to [submit a service quota increase request](https://docs.aws.amazon.com/servicequotas/latest/userguide/request-quota-increase.html) to add Germany to your list of allowed countries that Amazon Connect can call. - 4. The queue that is associated with the agent's routing profile has an outbound caller ID number assigned to it. For instructions for setting the outbound caller ID number, see [Set up outbound caller ID in Amazon Connect](./queues-callerid.html). + 3. It is in the list of countries that Connect Customer can call. For a list of countries allowed by default, see [Countries that call centers using Connect Customer can call by default](./country-code-allow-list.html). For example, your Connect Customer instance is in the US East (N. Virginia) Region. Your agent has a deskphone in Germany, which is not a country that Connect Customer can call by default. By default the agent's deskphone would not be configured correctly to start the monitoring session so they would get an error. You would need to [submit a service quota increase request](https://docs.aws.amazon.com/servicequotas/latest/userguide/request-quota-increase.html) to add Germany to your list of allowed countries that Connect Customer can call. + 4. The queue that is associated with the agent's routing profile has an outbound caller ID number assigned to it. For instructions for setting the outbound caller ID number, see [Set up outbound caller ID in Connect Customer](./queues-callerid.html). @@ -25 +25 @@ Error message | Resolution | Exception type | Exception code -**Monitoring failed, please enable multi party conferencing feature** | The Amazon Connect instance must have the multi-party calls and enhanced monitoring feature enabled. In your instance settings, choose **Enable Multi-Party Calls and Enhanced Monitoring**. For instructions, see [Update settings for your Amazon Connect instance](./update-instance-settings.html). | InvalidRequestException | 400 +**Monitoring failed, please enable multi party conferencing feature** | The Connect Customer instance must have the multi-party calls and enhanced monitoring feature enabled. In your instance settings, choose **Enable Multi-Party Calls and Enhanced Monitoring**. For instructions, see [Update settings for your Connect Customer instance](./update-instance-settings.html). | InvalidRequestException | 400 @@ -28,2 +28,2 @@ Error message | Resolution | Exception type | Exception code -**AllowedMonitorCapabilities must be provided and have`SILENT_MONITOR` value at the least** | If your Amazon Connect instance has the multi-party calls and enhanced monitoring feature enabled, the developer must make sure to pass the `AllowedMonitorCapabilities` input parameter with at least the `SILENT_MONITOR` value set. See [MonitorContact Request Syntax](https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html#API_MonitorContact_RequestSyntax). | InvalidRequestException | 400 -**One or more of the request resources were not found** | A developer needs to make sure that the resources in the `MonitorContact` input request that's being passed exist in the Amazon Connect instance. | ResourceNotFoundException | 404 +**AllowedMonitorCapabilities must be provided and have`SILENT_MONITOR` value at the least** | If your Connect Customer instance has the multi-party calls and enhanced monitoring feature enabled, the developer must make sure to pass the `AllowedMonitorCapabilities` input parameter with at least the `SILENT_MONITOR` value set. See [MonitorContact Request Syntax](https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html#API_MonitorContact_RequestSyntax). | InvalidRequestException | 400 +**One or more of the request resources were not found** | A developer needs to make sure that the resources in the `MonitorContact` input request that's being passed exist in the Connect Customer instance. | ResourceNotFoundException | 404 @@ -31 +31 @@ Error message | Resolution | Exception type | Exception code -**Service quota has been exceeded** | There are certain limits on how many contacts a supervisor can monitor at a time or how many supervisors can monitor one contact. Check the limits for the voice and chat contacts on the [Amazon Connect feature specifications](./feature-limits.html) page. | ServiceQuotaExceededException | 402 +**Service quota has been exceeded** | There are certain limits on how many contacts a supervisor can monitor at a time or how many supervisors can monitor one contact. Check the limits for the voice and chat contacts on the [Connect Customer feature specifications](./feature-limits.html) page. | ServiceQuotaExceededException | 402 @@ -33 +33 @@ Error message | Resolution | Exception type | Exception code -**Access denied** | You don't have the appropriate permissions in your security profile to perform this action. For a list of the security profile permissions required for monitoring conversations see [Assign permissions to monitor live conversations in the Amazon Connect Contact Control Panel (CCP)](./monitor-conversations-permissions.html). | AccessDeniedException | 403 +**Access denied** | You don't have the appropriate permissions in your security profile to perform this action. For a list of the security profile permissions required for monitoring conversations see [Assign permissions to monitor live conversations in the Connect Customer Contact Control Panel (CCP)](./monitor-conversations-permissions.html). | AccessDeniedException | 403