Troubleshoot Salesforce Voice

Where Can I Find More Information about Setting Up and Using Salesforce Voice

Access recommended resources for planning, preparing, implementing, and using Service Cloud Voice.

• To understand how to best plan and prepare for Salesforce Voice implementation, see the Salesforce Voice Planning Checklist.
• To make sure your contact center runs optimally and correctly, review Best Practices for Service Cloud Voice.
• To set up Salesforce Voice, see Connect to an External Contact Center Using Salesforce Voice with Telephony Providers.
• To customize Amazon Connect for Salesforce Voice, see Salesforce Voice with Telephony Providers Implementation Guide.
• To learn how to connect an external telephony system to Salesforce Voice, see Salesforce Voice with Partner Telephony Developer Guide.
• To learn about supervisor features, see Supervise and Train Reps on Salesforce Voice.
• To learn about rep features, see Help Customers on the Phone.

For a more detailed breakdown of Salesforce Voice documentation, see the Salesforce Voice with Telephony Providers Learning Map.

How Do I Troubleshoot Network Issues for Salesforce Voice

If your networking setup isn’t working as expected, follow our guidance for troubleshooting.

For all telephony or CCaaS providers:

• Check that you have followed the guidance in Prepare Your Network for Salesforce Voice.
• Make sure that the latency between your contact center region and the rep’s browser is within permissible latency limits. If not, work with your network team to improve the performance of your network.
• In cases where reps use public internet to access Salesforce Voice in their desktop browser while working remotely, make sure that all network latencies are within permissible limits and that network settings are accurately configured.
• Capture network logs to share with your IT team or Salesforce Support.
  • For port-related network troubleshooting concerns, reference this Knowledge Article to use Wireshark to perform a packet capture of network traffic. Capture network traffic in a .pcap file and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them.
  • Reference this Knowledge Article to capture and debug network traffic with Fiddler. Capture HTTP or HTTPS requests in a log and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them.

For partner telephony providers or CCaaS providers other than the Amazon Connect:

• Reach out to your partner and work with them to troubleshoot any networking issues.
• If the network is set up correctly, there should be very low latency between your company’s VPN to Salesforce as well as your company’s VPN to the telephony provider or CCaaS provider’s network.

For Amazon Connect as your telephony provider:

• To enable troubleshooting tools in individual reps’ desktops with Amazon Connect as the telephony partner, set up the Connection Status utility for your reps and share guidance on how they can check their connection status. Make sure that both the Amazon Connect connection check and the browser requirements check are accurate.

How Do I Troubleshoot Call Quality Issues

Salesforce Voice tracks audio quality with a Mean Opinion Score (MOS) for a given voice call.

Set up Mean Opinion Scores for your Salesforce Voice implementation to track call quality. No further implementation is needed for Amazon Connect. Partner telephony providers can enable support for MOS following the Salesforce Voice with Partner Telephony Developer Guide Mean Opinion Score article. Individual voice calls have a MOS value captured if the telephony provider supports the feature and the Mean Opinion Score field is added to the Voice Call layout.

Follow the recommendations in our Key Voice Performance Metrics article to identify call quality trends for your company’s voice calls across various reps’ browsers. If there are few low MOS voice calls and no identifiable patterns for call quality, issues may depend on various factors during the course of a specific call.

How Do I Troubleshoot Omni-Channel Login and SSO Issues

When a rep sets their Omni-Channel presence status to show availability, Salesforce uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. If your reps are having trouble logging into Omni-Channel by setting their presence status or can’t complete SSO, try these troubleshooting suggestions.

How Do I Troubleshoot Rep Status Sync Issues

If you’re finding that rep statuses are out of sync with a partner telephony or CCaaS provider, try these recommendations.

For all telephony and CCaaS partners:

These configuration choices and rep behaviors can lead to status sync issues. Check your implementation and take action to correct these if needed.

• There’s a mapping misconfiguration between your Omni-Channel presence statuses and your telephony or CCaaS provider’s statuses. For an Amazon Connect contact center, see Map Your Presence Statuses to Amazon Connect. For a partner telephony contact center, ask your telephony or CCaaS provider how to map statuses.
• Auto accept is turned on in your telephony provider’s system. Salesforce Voice doesn’t support auto accept features from telephony providers, with the exception of configurations that use Omni-Channel Unified Routing. To configure auto accept, we recommend that you use the Automatically accept work requests setting in Omni-Channel. For more information, see Service Channel Settings.
• After Conversation Work (ACW) time is turned on and greater than 0 seconds in your telephony or CCaaS provider’s system. Because other systems’ ACW settings aren’t supported, we recommend that you configure After Conversation Work time with Salesforce settings only.
• Reps don’t have assigned presence statuses for their phone channel. See Configure Omni-Channel for Salesforce Voice to check your configuration.
• The Update Status on Decline presence configuration setting is turned on, but the status specified for the rep if they decline a call isn’t accessible to the rep. For more information, see Create Presence Configurations.
• For contact centers that use Amazon Connect as their telephony provider, the Update Status on Decline presence configuration setting or Update Status on Push Time-Out presence configuration is turned on, but the status specified for the rep is something other than Busy or Offline. For more information, see Create Presence Configurations.
• Reps have Salesforce Voice open in multiple browser tabs. Opening Voice in multiple tabs causes a rep's status to become out of sync. Ask your reps to use Salesforce Voice in one browser tab at a time.

To help force a sync for systems from all telephony and CCaaS partners, reps can switch their Omni-Channel presence status to offline and then back to online.

If Amazon Connect is your telephony or CCaaS partner:

• To automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work, turn on Presence Status Sync.
• To prevent Amazon Connect from marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during work processing time.
• To show reps real-time information about their status in Amazon Connect while they work in Salesforce, use the Connection Status utility and include its Provider Status section. It’s normal for a rep’s status to change and briefly show a mismatch between Omni-Channel and their partner provider, but reps can manually sync their status in rare cases where the status is out of sync for a longer period. See Monitor and Sync Rep Status for more information about setting up the Connection Status utility and Check Connection Status and Address Provider Status Issues for rep guidance on when to sync.
• To avoid sync issues related to capacity and rep status, consider routing voice calls using Omni-Channel Unified Routing. Without Omni-Channel Unified Routing, if a rep is handling a case or messaging session with Respect Rep Capacity enabled and a blended status for accepting voice and other work types, incoming calls are declined and the rep’s Amazon Connect status remains Missed.

For partner telephony providers or CCaaS providers other than Amazon Connect, status sync issues can result from faulty agent status syncing logic in the telephony or CCaaS partner’s solution. Check with your partner provider whether their integration is causing status sync issues. Partners can also share information on integration-specific features they recommend to maintain synced status.

Why Is the Caller or Recipient Field Empty for a Voice Call

Address situations where the caller or recipient field is empty on a voice call.

If channel-object linking isn’t working and the Caller or Recipient field in the VoiceCall record is empty, verify that the Match Callers to End-User Records option is turned on in Voice setup. If it’s enabled, Salesforce tracks end-user information using the EndUser entity, not Recipient or Caller fields in the VoiceCall entity.

Note For inbound calls, the Caller field is populated with the end user. For outbound calls, the Recipient field is populated with the end user.

For more information, see Configure Caller ID for Your Contact Center.

Why are Phone Calls Routed to Reps when They Don’t Have Capacity

Learn about rep capacity and voice calls.

Rep capacity doesn’t apply to voice calls. To prioritize calls, Omni-Channel routes incoming calls to reps regardless of their capacity, by default. You can override this setting by turning on the Respect Rep Capacity option.

For more information, see Set Up Rep Statuses and Capacity and Respect Rep Capacity for Voice Calls.

To eliminate sync issues related to capacity and rep status, use Omni-Channel Unified Routing. With Omni-Channel Unified Routing, voice call end-to-end routing happens in Omni-Channel instead of final routing happening in a partner system and then being synced to Salesforce. Skill-based routing for voice calls is also available through this routing option.

Why Is Voice Missing from Setup in the Quick Find Menu

Take these steps to make sure Voice is available from the Quick Find menu in Setup.

Confirm the permission set for your user or the user who is missing Voice from the Quick Find menu in Setup. Check the names of the permissions assigned to the user. The assigned permission set or permissions change the user experience in the Setup menu. Search for Partner Telephony or Amazon to confirm that Voice Setup or Amazon Setup is available. See Set Up Contact Center Users for more information on Voice-related permission sets.

Why Can’t I Access Call Recordings?

If your telephony provider is Amazon Connect, take these steps during network configuration to make sure that reps and supervisors can access call recordings in Salesforce.

Unless you add specific AWS domains to an allowlist in Salesforce, Opaque Response Blocking (ORB), a browser security mechanism, blocks the audio stream from AWS S3 buckets. To permit Salesforce to fetch the media recording, add https://*.amazon.com and https://*.amazonaws.com as Trusted URLs. For each trusted URL, select the frame-src (iframe content) and media-src (audio and video) CSP Directives. See Manage Trusted URLs for more information.