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

게시 일자: Apr 23, 2026
상세 설명

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.

솔루션

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 기사 번호

005135127

 
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Salesforce Help | Article