If an incoming call reaches Amazon Connect but isn’t routed to a user, what could be the issue?

The situation where an incoming call reaches Amazon Connect but doesn’t get routed to a user can typically arise from mapping issues between Salesforce users and Amazon Connect users. For calls to be successfully routed, there must be a correct and established relationship between the user accounts in both systems. This means that the configurations in Salesforce must accurately reflect the telephony setup in Amazon Connect. If there is a mismatch or if the user in Salesforce is not correctly mapped to a user in Amazon Connect who can handle the call, it will result in the call not being routed appropriately.

In contrast, while factors such as the call not being recorded, the user's phone being turned off, or Amazon Connect experiencing downtime can affect call handling, they do not specifically address the problem of user routing within the system. These factors may lead to other issues, but the direct routing failure indicates that mapping between users is the more likely culprit in this scenario. Thus, ensuring correct user mapping is crucial for seamless call handling and routing in a system that integrates Salesforce and Amazon Connect.