Salesforce Known Issues
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Known Issues · Service Cloud Voice

Contact Centre Creation/Update fails for "SCV with Partner Telephony from Amazon Connect" Customers

Service Cloud Voice

While setting up "Service Cloud Voice with Partner Telephony from Amazon Connect", Users may experience failure while creating/updating the contact center if the IAM Role is configured using the below document: https://help.salesforce.com/s/articleView?id=sf.voice_ac_iam_role.htm&type=5.

In Review ·Reported By 28 ·Updated 2 days ago

Voice "Favorites" not rendering for AddCaller button

Omni-Channel , Service Cloud Voice

It has been observed that the favorites list is not displaying correctly for AddCaller. The list is saved, however on fresh login or after refreshing the page this may not populate.

In Review ·Reported By 2 ·Updated Today

Voice calls are not routed when using Direct-to-Agent Routing in Omni-channel flow

Service Cloud Voice

Routing voice calls directly to a specific agent using omni flows is not working. The flow fails in creating a valid pending service routing record and the call is not routed to the agent via flow.

In Review ·Reported By 2 ·Updated Yesterday

New!Call status is changed to "Completed" when agent declines inbound Voice call for BYOT Talkdesk

Service Cloud Voice

When an inbound call is made, if the Agent to whom the call is routed to declines it, the Call Status is immediately updated to "completed".

In Review ·Reported By 0 ·Updated Yesterday

Discrepancy in VoiceCall fields "CallEndDateTime" & "CallDurationInSeconds" on Salesforce.

Service Cloud Voice

"CallDurationInSeconds" & "CallEndDateTime" fields on VoiceCall object is inconsistently showing inaccurate data on Salesforce for the certain voice call records irrespective of their CallType.

In Review ·Reported By 4 ·Updated 4 days ago

VoiceMail calls gets assigned to "Automated Process" user if there are no agents available in the queue.

Service Cloud Voice

VoiceMail related Voice calls gets assigned to "Automated Process" user if there are no agents available in the queue.

Scheduled - Summer '23 ·Reported By 8 ·Updated 6 days ago

SCV queue shows "null" for contact center groups from Salesforce Classic Queue setup page

Service Cloud Voice

With Spring'23 release, as "Queue Management" for Voice is Generally available, queues mapped with "Contact Center Groups" under Contact Center Setup, show the "null" values for the Users when accessing the queue from Salesforce Classic Queue Setup Page. This is not happening if the "Contact Center...

In Review ·Reported By 1 ·Updated 6 days ago

Intermittently receiving the "Sorry to Interrupt" Popup when clicking on "Add Caller" button on Omni-widget.

Service Cloud Voice

When Agents click on "Add Caller" button on the Omni-widget for an ongoing call to transfer it, intermittently "Sorry to interrupt" popup occurs on the screen.

In Review ·Reported By 5 ·Updated 7 days ago

Users receives error when they try to accept the modal pop-up to accept call recording.

Service Cloud Voice

'When the user is logging into the org, they receive a modal pop-up to accept call recording. The user clicks on "I agree" and then we get an error message "To make and receive calls and listen to call recordings, you need to agree to be recorded. Refresh this page so we can ask you again". This error...

In Review ·Reported By 0 ·Updated 11 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 31 ·Updated 12 days ago

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