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Troubleshoot Error and Information Codes for Salesforce Voice
Check your softphone error message or information code against our reference list to see what action to take to make reps’ calls run smoothly.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| Code | Description | Why this Appears | Action to Take |
|---|---|---|---|
| 1001 | We can’t log you in. Try refreshing your browser, or ask your Salesforce admin for help with code E-1001. | The connector setup couldn’t be completed. | Contact Salesforce support. |
| 1002 | We couldn’t accept the call. Ask your Salesforce admin for help with code E-1002. | We failed to accept an incoming call. | Contact Salesforce support. |
| 1003 | We couldn’t end your call. Try again or ask your Salesforce admin for help with code E-1003. | We failed to end an active call. | Contact Salesforce support. |
| 1004 | We couldn’t mute your call. Try again or ask your Salesforce admin for help with code E-1004. | The mute state couldn’t be updated. | Contact Salesforce support. |
| 1005 | We couldn’t unmute your call. Try again or ask your Salesforce admin for help with code E-1005. | The mute state couldn’t be updated. | Contact Salesforce support. |
| 1006 | We couldn’t put your call on hold. Try again or ask your Salesforce admin for help with code E-1006. | The hold state couldn’t be updated. | Contact Salesforce support. |
| 1007 | We couldn’t resume your call. Try again or ask your Salesforce admin for help with code E-1007. | The hold state couldn’t be updated. | Contact Salesforce support. |
| 1008 | We couldn’t pause the recording. Try again or ask your Salesforce admin for help with code E-1008. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See Enable Recording and Transcription. If call recording is enabled and the issue continues, contact Salesforce support. |
| 1009 | We couldn’t resume the recording. Try again or ask your Salesforce admin for help with code E-1009. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See Enable Recording and Transcription. If call recording is enabled and the issue continues, contact Salesforce support. |
| 1010 | We couldn’t transfer you to your selected destination. Ask your Salesforce admin for help with code E-1010. | We failed to add a participant to a call as part of a transfer. | Contact Salesforce support. |
| 1011 | We couldn’t add more participants. Try again or ask your Salesforce admin for help with code E-1011. | We failed to merge a participant into an ongoing call. | Contact Salesforce support. |
| 1012 | We couldn’t complete your call. Check the phone number and try again, or ask your Salesforce admin for help with code E-1012. | We failed to initiate an outbound call. | Contact Salesforce support. |
| 1013 | We couldn’t complete your call because Caller Line Identification doesn’t have an outbound number set. Ask your Salesforce admin for help with code E-1013 and try again. | The caller ID was missing for an outbound call. | Assign a valid 10-Digit Long Code (10DLC) phone number as the default Caller Line Identification (CLI) for outbound calls. See Set Number as Default Caller Line Identifier (CLI). |
| 2001 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2001. | Work was assigned when the rep wasn’t in a Ready state. The connector wasn’t ready to accept a call. | If this issue happens repeatedly, contact Salesforce support. |
| 2002 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2002. | Work was automatically accepted when a rep wasn’t in a Ready state. The call was then rejected. | If this issue happens repeatedly, contact Salesforce support. |
Information Codes
| Code | Description | Why this Appears | Action to Take |
|---|---|---|---|
| 3001 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAssigned state. | Working as expected. No action needed. |
| 3002 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAccepted state. | Working as expected. No action needed. |
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