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

Date de publication: Jun 1, 2026

Description

When using Salesforce Voice (formerly Service Cloud Voice) with Genesys Cloud, the sfdc_phone service channel required for presence status mapping may be missing from the org. This channel is expected to be created automatically when Salesforce Voice is enabled.
The absence of the sfdc_phone service channel prevents proper presence status mapping between Salesforce and Genesys Cloud. The root cause is related to the timing of enabling Omni-Channel — if Omni-Channel is enabled before Salesforce Voice setup completes, the automatic channel creation may be skipped.

Résolution

To resolve the missing sfdc_phone service channel in Salesforce Voice with Genesys Cloud, follow these steps:

Disable Omni-Channel — Navigate to Setup → Omni-Channel Settings → Enable Omni-Channel → turn OFF
Re-enable Omni-Channel — Navigate to Setup → Omni-Channel Settings → Enable Omni-Channel → turn ON. This forces the system to re-check current licenses and permissions.
This process triggers the automatic creation of the missing sfdc_phone service channel, which restores presence status mapping between Salesforce and Genesys Cloud.

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