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Presence Status in Salesforce does not match with the Status in Genesys Cloud

Julkaisupäivä: Apr 23, 2026
Kuvaus

The sfdc_phone service channel required for Salesforce Voice (formerly Service Cloud Voice) was missing. This channel is expected to be created automatically when Service Cloud Voice is enabled. The absence of the channel prevented proper presence status mapping between Salesforce and Genesys Cloud. The root cause was related to the timing of enabling Omni-Channel.

Ratkaisu

The issue can be resolved by:

  1. Disabling Omni-Channel in  Setup > Omni-Channel Settings >Enable Omni-Channel > OFF

  2. Re-enabling Omni-Channel, Setup > Omni-Channel Settings >Enable Omni-Channel > ON. This forces the system to re-check the current licenses and permissions.

  3. This process triggers the automatic creation of the missing sfdc_phone service channel.

Knowledge-artikkelin numero

005135127

 
Ladataan
Salesforce Help | Article