We couldn’t create the call record, so the call won’t be tracked in Salesforce
1. Make sure the agents are not duplicating Salesforce Windows. If they have to open any knowledge articles, they have to open within the same Browser tab. They should not duplicate the Browser tabs.
2. If the agents are not receiving calls for a long time, they should be in Salesforce window with active session. Increase the session timeout if they rarely receive calls.
3. If this issue is happening only for Outbound Calls, then check the Amazon Contact Flow used for Outbound calls. InvokeTelephonyIntegrationApiFunction Lambda function with “createVoiceCall” as the “methodName” parameter value shouldn’t be used in Outbound Calls.