<h2>Trouble shooting Amazon connect softphone state presence sync with Agent workspace inbox Presence (AWA Presence state). </h2><br/><div style="overflow-x:auto"><p style="margin: 0in; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: verdana, geneva; font-size: 8pt;">By default, the Amazon connect for cloud call center comes with a 2-way integration where, if the customer has Advanced Work Assignment Enabled, the state changes from Amazon softphone propagate to workspace inbox state and vice versa. </span><br /><span style="font-family: verdana, geneva; font-size: 8pt;">For this to happen correctly, you need to ensure that the default "Available" state is mapped to Amazon phone channel and marked active. </span><br /><br /><span style="font-family: verdana, geneva; font-size: 8pt;"><img src="/sys_attachment.do?sys_id=8414b82b1bb0a550943bea807e4bcb72" width="468" height="223" /></span><br /><br /><span style="font-family: verdana, geneva; font-size: 8pt;">These state updates/sync are bidirectional. If you'd like to implement custom states in the Amazon softphone, you need to ensure that corresponding custom states are also implemented on AWA presence state table. </span><br /><br /><span style="font-family: verdana, geneva; font-size: 8pt;"><img src="/sys_attachment.do?sys_id=0c14b82b1bb0a550943bea807e4bcb75" width="468" height="101" /></span><br /><br /></p> <p style="margin: 0in; font-size: 12pt; font-family: Calibri, sans-serif;"><span style="font-family: verdana, geneva; font-size: 8pt;"><img src="/sys_attachment.do?sys_id=4c14b82b1bb0a550943bea807e4bcb6d" width="468" height="76" /></span><br /><br /><br /><span style="font-family: verdana, geneva; font-size: 8pt;">If for some reason you want to change this 2-way sync behavior, you need to update/disable the out of the box integration code at two places</span></p> <ol style="list-style-position: inside;"><li style="font-size: 8pt;"><span style="font-family: verdana, geneva; font-size: 8pt;">`aws_ccp` UI page has the function handleOpenFrameAwaEvent, this is what updates the Amazon state in reaction to a state change on agent inbox. i.e (SN -> Amazon)</span></li><li style="font-size: 8pt;"><span style="font-family: verdana, geneva; font-size: 8pt;"><a href="https://voicedemo1.service-now.com/sys_script_include.do?sys_id=bf3036c2e74d001034b36584c2f6a90c&sysparm_record_target=sys_script_include&sysparm_record_row=2&sysparm_record_rows=4&sysparm_record_list=sys_scope%3Dbf318722db9984104e13f23aaf961959%5EORDERBYname"><span style="color: #2e2e2e;">AwsSoftPhoneEventSink4AWA</span></a> is the script include which updates agent inbox state in reaction to state changes in amazon softphone.</span></li></ol></div>