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Voice Resiliency for Salesforce Voice

게시 일자: Apr 4, 2026
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Applies to these telephony models for Salesforce Voice (formerly Service Cloud Voice):

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony
  • Salesforce Voice with Partner Telephony from Amazon Connect

Voice resiliency ensures that the telephony system stays operational when the number of conversations is over limit or when the background service is affected. During this period, certain features and functionalities may be impacted.

What Will Work
At a high level, the following functionalities will work:

  • Voice calls. Agents will be able to make and receive calls. Call transfers and callbacks will work.

  • VoiceCall/AgentWork data. VoiceCall and AgentWork records will be created, and interactive voice response (IVR) data will be saved to the VoiceCall entity.

What Won't Work
The following features and functionalities may be negatively impacted or not work:

  • Omni-Channel flows related to voice calls that depend on the flows. This includes routing, real-time queue backlogs in Omni Supervisor, Screen Pops, and Channel-Object Linking won’t work.

  • Post-call sync. Post-call data including voice recordings won’t sync to Salesforce but are still available in the vendor’s system. You can manually resync the post-call data by following the steps in the Retry CTR Sync for VoiceCall Records page.

  • Einstein Conversation Insights.

  • Voice-call transcriptions. Real-time transcription won’t work. Voice-call transcripts won’t be saved and will therefore not appear in the Conversation Body component on the Voice Call Record Page. You can use the Connect API (/connect/conversations/upload) endpoint to manually resync the data between Salesforce and your telephony system.

  • Conversation Intelligence. Rule-triggered actions based on real-time intelligence signals and keyword detection won’t work.

  • Voicemails. Voicemails that rely on the original VoiceCall record won’t be delivered.

  • Raise flag and send whisper capabilities.

  • Listen In capabilities.

  • When Salesforce Voice is in Voice Resiliency mode, consult calls are supported, but there’s no association established between the consult call and multiparty call entities. Also, there’s no notification in the conversation component when a consult call starts.

 

To ensure your environment is set up correctly for voice resiliency, refer to the following pages in the Salesforce Voice developer guides:

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