Loading

Capture CCP Logs for Debugging Salesforce Voice

Publiceringsdatum: Jun 1, 2026
Beskrivning

When you encounter error messages via error toasts/banners on the UI while working with Salesforce Voice (formerly Service Cloud Voice), the Agent Debug Information file can help identify underlying issues. This file contains logged errors and relevant information. The CCP (Contact Control Panel) logs captured in this file record real-time event data from the Omni-Channel widget during voice call operations such as inbound calls, outbound calls, call transfers, and more.

Lösning

To capture CCP (Contact Control Panel) logs for Salesforce Voice troubleshooting, navigate to the Omni-Channel widget in the Console Application and download the Agent Debug Information file. This file contains logged errors and event data that help Support Engineers diagnose voice call issues.

Steps : 

  • Log in to the Org 
  • Open the Console Application with Omni-Channel and voice.
  • On the Utility tab, pop up the Omni-Channel widget 
  • Under the Phone Tab,  Click the Gear Icon (settings)
  • Under Debugging section, Click the link titled "Download Agent Debug Information"
    Screenshot showing the Gear Icon (Settings) within the Phone Tab of the Omni-Channel widget, with the Debugging section expanded and the 'Download Agent Debug Information' link visible.  

Attach this file to the case so that the Support engineer can review it. 


NOTE - This "Agent debug information" log file resets the underlying information if the page is refreshed. To ensure the error information is captured, Please avoid refreshing the Omni-Channel page before downloading this information. 

Ytterligare resurser
Knowledge-artikelnummer

000392578

 
Laddar
Salesforce Help | Article