Service Cloud Voice callback feature causing agents to be logged out of Omni-Channel
Last updated 2021-03-30 ·Reference W-8937554 ·Reported By 7 users
When Service Cloud Voice callbacks is enabled, callbacks aren't pushed correctly to an agents queue. Due to this, the agent sees an error message in the Omni-Channel widget "You can make and receive calls, but some features aren't working right now".
1. Import the updated (https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_queued_callback.htm) Contact Flow into Amazon Connect
2. Log in to Omni-Channel
3. No callback appears in Agents Omni-Channel queue
4. After 20 seconds the agent is logged out of Omni-Channel
Use the Amazon softphone to answer the callbacks
Note: You only need to go through this process of clearing out callbacks via Amazon if the record isn't coming into Omni-Channel
Is it Fixed?
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