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Known Issues · Service Cloud Voice

Incorrect Display Name and Participant Key for Inbound Voice Call in ConversationParticipant record

Service Cloud Voice

Summary When Channel-object-Linking is enabled and we make an inbound voice call, the system is creating a contact with Name and Phone as SUPERVISOR.

Scheduled - Winter '23 ·Reported By 17 ·Updated Today

Unable to Delete contact center

Service Cloud Voice

Users are getting the below error when trying to delete the old contact center : "We couldn’t delete the contact center." When a call center is copied into the destination org, Amazonconnect instance ID which is having an orgId value will get overwritten with the newer orgId. Due to this, our check...

Scheduled - Winter '23 ·Reported By 8 ·Updated Yesterday

Multiple agent works may show up for incoming calls

Service Cloud Voice

Agents may sometimes see multiple incoming calls in the Omni widget.

Scheduled - Winter '23 ·Reported By 6 ·Updated Today

New!ContactCenterUpdate fails on updating from contact center version 8.0 to 9.0

Service , Service Cloud Voice

ContactCenterStack Update adds BasicQueue ARN to ContactLens contact flow for contact center lower than version 8.0. Contact Center Update to 9.0 will fail if the AWS Connect instances are missing the default "BasicQueue" created by AWS. If the same has been deleted, create a queue named "BasicQueue"...

In Review ·Reported By 2 ·Updated Today

Voice call tab opens twice when we link a contact to a voice call record.

Service Cloud Voice

There are two scenarios: * Voice call tab opens twice when we link a contact to a voice call record. * Same as above except in this case, the contact is already linked to a voice call record which is opened as a sub tab Actual Result: Voice call opens as a primary tab once we link a contact...

Scheduled - Winter '23 ·Reported By 1 ·Updated Today

Error on incoming voice call while using Deskphone

Service Cloud Voice

This error started after the Summer '22 release. When agents use Desk Phone and a call comes in, instead of opening a Voice Call record the agents are getting an error popup with Error details displayed on their screen. After the call, they can hang up, but Salesforce still appears to be connected to...

Scheduled - Winter '23 ·Reported By 0 ·Updated Today

How to Sync! Re-sync button not appearing on Omni Channel with Summer'22

Service Cloud Voice

The Re-sync button does NOT appear on the OmniChannel even after the agents see the Error message: "Looks like your Salesforce and telephony provider statuses aren't in sync. Click Sync to get back on track."

In Review ·Reported By 8 ·Updated 3 days ago

"Error: Failed to create scratch org" - While creating a scratch org that includes ServiceCloudVoicePartnerTelephony Features.

Salesforce DX , Service Cloud Voice

While trying to create a scratch org that includes the ServiceCloudVoicePartnerTelephony feature, we might encounter the below error . Error: Failed to create scratch org: ERROR running force:org:create: An unknown server error occurred. Please try again. If you still see this error, contact Salesforce...

Fixed - Summer '22 ·Reported By 34 ·Updated 13 days ago

Broken Link in Service Cloud voice documentation(s).

Service Cloud Voice

Several Service Cloud voice documentation contains a broken link leading to a 404 error page.

Fixed - Summer '22 Patch 7.0 ·Reported By 0 ·Updated 2022-05-25

Service Cloud Voice SSO Login Fails For .mil My Domain Users

Service Cloud Voice

Orgs with a .mil MyDomain enabled and deployed may be unable to authenticate/login to SVC with Partner Telephony from Amazon Connect after switching to .mil MyDomain from a .com.

In Review ·Reported By 1 ·Updated 2022-05-19

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