Known Issues · 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
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
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
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
"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 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
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
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
'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
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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