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Extra Consumption of Licenses for Salesforce Voice with Mixed Licenses

Julkaisupäivä: Apr 14, 2026
Kuvaus

This applies to orgs that undergo License Transition or start using Mixed Licenses for the following Telephony Models:
-> Salesforce Voice with Amazon Connect

For Production Salesforce Orgs that enabled 'Salesforce Voice with Amazon Connect' toggle in Salesforce Setup BEFORE Spring '24 release (1st week of February '24), the permission-set "Salesforce Voice Permission Set" is created with "Salesforce Voice User" permission-set-license linked to when the Voice Setup is done.

Thus, if a Salesforce User is added to an 'SCV with Amazon Connect' contact center, they would be automatically assigned with 'Salesforce Voice Permission Set', leading to consumption of an additional "Salesforce Voice User" permission-set-license.

Note: This does not affect Production Orgs that enabled 'SCV with Amazon Connect' toggle in Salesforce Setup AFTER Spring '24 release (1st week of February '24)

 

Example: For an org with, say, 2 'Salesforce Voice User' & 1 'Salesforce Voice User (Partner Telephony)' permission-set-license:

 

#1) User-1 is assigned with "Contact Center Admin/Agent/Supervisor" permission-set

      -> This consumes 1 'Salesforce Voice User' permission-set-license

(remaining SCV User PSL = 1)

 

#2) User-1 is added to Amazon Contact Center & gets 'Salesforce Voice Permission Set' auto-assigned

       -> User already has 1 'Salesforce Voice User' permission-set-license, so no changes to license consumption

(remaining SCV User PSL = 1)

 

#3) User-2 is assigned with "Contact Center Admin/Agent/Supervisor (Partner Telephony)" permission-set

       -> This consumes 1 'Salesforce Voice User (Partner Telephony)' permission-set-license

(remaining SCV User Partner Telephony PSL = 1)

 

#4) User-2 is added to Amazon Contact Center & gets 'Salesforce Voice Permission Set' auto-assigned

       -> This consumes 1 'Salesforce Voice User' permission-set-license

(remaining SCV User PSL = 0)

 

#5) Although it is expected to have 1 'SCV User' permission-set-license remaining, User-3 can not be assigned "Contact Center Admin/Agent/Supervisor" since the net remaining 'SCV User' permission-set-license is '0'

 

In this case, User-1 & User-2 should have ideally consumed 1 'SCV User' & 1 'SCV User Partner Telephony' permission-set-license respectively, but, User-2 ends up consuming an additional 'SCV User' permission-set-license due to the PSL-linked permission-set 'Salesforce Voice Permission Set' being auto-assigned when the user is added to Contact Center.

 

Ratkaisu

NOTE: PERFORM THESE STEPS STRICTLY OUTSIDE YOUR BUSINESS HOURS SINCE USERS MAY FAIL THEIR SSO AUTHENTICATION TO AMAZON CONNECT DURING EXECUTION OF THESE STEPS.

USERS MAY BE AVAILABLE FOR VOICE IN OMNI-CHANNEL BUT THEY WOULD BE OFFLINE IN AMAZON CONNECT. THUS NO CALLS COULD BE ROUTED-TO/DIALLED-BY THEM.

 

  1. Navigate to 'Salesforce Voice Permission Set' & click on 'Manage Assignments' to note down the list of affected users (these users are possibly having double consumption of Salesforce Voice PSLs)
  2. Go back to 'Salesforce Voice Permission Set' page & click on 'Assigned Connected Apps' to note down the list of affected connected apps
  3. Go back to 'Salesforce Voice Permission Set' page & click on 'Edit properties'
    1. Update 'Label' to "Salesforce Voice Permission Set DoNotUse"
    2. Update 'API Name' to "SalesforceVoiceCustomPslDoNotUse"
  4. Create a new permission-set with 'Label' as "Salesforce Voice Permission Set" & 'API Name' as "SalesforceVoiceCustomPsl"
    1. Assign this new permission-set to all the users identified from Step #1
    2. Assign this new permission-set to all Connected Apps identified from Step #2
  5. Decommission the problematic permission-set in your org
    1. Remove "Salesforce Voice Permission Set DoNotUse" from all assigned users from Step #1
    2. Remove "Salesforce Voice Permission Set DoNotUse" from all assigned Connected Apps from Step #2
Knowledge-artikkelin numero

005316943

 
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Salesforce Help | Article