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Known Issues · Service Cloud Voice

New!Agents are missing their first Voice Calls

Service Cloud Voice

At the start of every day, most agents miss their first few Voice Calls even if they are logged into Omni-Channel and accept the calls within 20 seconds. The Status of the Voice Call is set as Missed. Then, the system marks the agent status as Offline in the Omni-Channel widget. Agents are receiving...

In Review ·Reported By 2 ·Updated Yesterday

Play and Pause buttons on the ‘Call Audio Player’ component on voice call record page are not working as expected.

Service Cloud Voice

When the recording playback is completed on the Recording player, it continues to show the pause button, instead of play button. Expected result: Play button should be visible once the recording playback is completed on the Recording player.

In Review ·Reported By 0 ·Updated Yesterday

Unable to add queue Mapping in the BYOA Contact Center

Service Cloud Voice

Some users have experienced an issue with queue mapping cannot be completed as the finish button is greyed out and cannot be clicked.

In Review ·Reported By 0 ·Updated 2 days ago

On Cold Transfer, Ending first voice call should not close the conversation

Service Cloud Voice

Transcription ends when an agent transfers the call to another agent and immediately drops from the call. As a result, no transcript is generated for the transferred voice call record. The original parent record contains a transcript up until the cold transfer

In Review ·Reported By 1 ·Updated 5 days ago

Users not being able to login to Omni Channel

Service Cloud Voice

When the agent tries to log in to the Omni-Channel widget and they will see the error message in Omni: "*We couldn't sign you into the telephone provider. Try again or ask your Salesforce admin for help.*" The problem seems to have resolved itself and Salesforce was not able to establish an agent...

In Review ·Reported By 9 ·Updated 6 days ago

Omni-Channel Flow not working in Contact Center version 9.1

Summer 22 , Service Cloud Voice

Trying to use Omni-Channel Flow in Contact Center version 9.1, set up a Subflow(Sample_SCV_Inbound_Subflow ) to be called to execute the Omni-Channel Flow in the Contact Flows(Sample_SCV_Inbound_Flow_With_Transcription). However, the Omni-Channel Flow is not called when incoming calls are received....

Fixed in version Contact Center version 10.0 (Scheduled Release Date 10/15/2022) ·Reported By 2 ·Updated 6 days ago

Amazon Connect is not visible in Recording Providers in Einstein Conversation insights. Customer is using BYOT with Amazon Connect.

Service Cloud Voice

ECI is only available for Resell as well as BYOT. 1) To support ECI for BYOT Amazon we need to create CallCoachingMediaProviderEntity when the provisioning happens. This needs to take be taken care of the existing and new customers 2) We need to add support for accessing the Voice Call Recordings...

In Review ·Reported By 2 ·Updated 6 days ago

Accepting a call, then seeing missed call notification.

Service , Service Cloud Voice

It has been reported that in some instance, that an agent clicks to accept a call then receives the following notification: "You missed a call, so we updated your status. Try going back online." This is being observed when the accept button is clicked nearing or right on the 20s limit imposed by...

In Review ·Reported By 15 ·Updated 7 days ago

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 3 ·Updated 9 days ago

Display of call recordings by Universal Call Recording Access does not work

Spring 22 , Service Cloud Voice

When Universal Call Recording Access is enabled, the Call Audio Player is displayed to non-agent users and they can playback call recordings, but the Call Audio Player is not displayed with an error 'Hmm... somthing's not right. Refresh the page or try again in a bit'. There is a problem with Amazon's...

In Review ·Reported By 1 ·Updated 9 days ago

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