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Salesforce Voice SSO Authentication is failing intermittently for customers using Third Party IDP

Publiceringsdatum: Apr 14, 2026
Beskrivning
  1. SSO authentication intermittently fails when the Service Console is opened in multiple browser tabs, causing the dial pad to appear greyed out. This issue does not occur when only a single browser tab is in use.
  2. In the browser console logs, the iframe appears to load multiple times (approximately 10 attempts) before ultimately failing with a login error.

Steps to Reproduce :-

  • Log in to the Omni-Channel widget
  • Change the agent status to “Available”
  • Observe that the dialpad/keypad is greyed out
  • Attempt to click the keypad buttons — no input is registered
  • Place a test inbound call — the call is not routed to the available agent
Lösning

Workaround :-

  1. Use the "Authenticate in new window" option for the Third party IDP SSO.
  2. Authenticating in a new window will mean that there will be a new pop-up window where agents will need to sign in with the Third party provider instead of within the Salesforce softphone.
  3. With this option, the bug would not occur and SSO would succeed in the new tabs.
  4. We recommend that this workaround should be tried in a sandbox environment before making it live in production.
  5. Agents should clear browser cache and logout of Salesforce login back again to ensure the workaround is applied.
Knowledge-artikelnummer

005317677

 
Laddar
Salesforce Help | Article