Validate Readiness for Omni-Channel Voice and Blended Presence Status

As a Salesforce administrator who uses Salesforce Voice with presence statuses that span voice and other channels, learn how to confirm your voice setup is ready so reps can access presence statuses reliably.

Starting in Summer ’26, Salesforce Voice introduces an Omni-Channel Voice Readiness Check that impacts voice presence status and blended presence status behavior. A blended presence status  is a status that applies to more than one channel, for example, voice and messaging or voice and case.

For all contact centers, regardless of whether the Voice Readiness check is on, Summer ’26 adds  base-level checks for reps. If the checks fail, reps can’t access a voice presence status or blended presence status.

• For Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect, reps must have permission sets assigned and must be users in the contact center.

For Salesforce Voice (Native Telephony), reps must have permission sets assigned and there must be a voice channel set up for Salesforce Voice.

When the Omni-Channel Voice Readiness check is turned on, Omni-Channel waits for the telephony connector to report readiness before allowing reps to accept inbound work or to make a call. During SSO login, the reps will see a Connecting badge next to their Omni-Channel presence status to indicate that they are not yet available for calls. 

After SSO is complete and the voice connector finishes loading, the badge disappears and reps are available for calls or other work associated with the status. 

For that model to work end-to-end, the Voice integration must be in a ready state that matches how Omni-Channel presence and routing are set up. If Voice is not ready, reps may be unable to use the blended status as intended. For example, if a rep selects a status that covers voice and messaging and the voice connector isn’t ready, the rep can’t access the presence status. Additionally, if the rep or contact center doesn’t pass the base-level checks, reps can’t access voice presence statuses or blended presence statuses.

Default Behavior by Telephony Model

The Voice connector readiness check feature impacts any presence status associated with a Voice channel, but the default behavior differs by telephony model. 

• For Salesforce Voice (native telephony) Voice connector readiness check is on by default and can’t be turned off.
• For Salesforce Voice Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect, Voice connector readiness check is on by default in contact centers using Omni-Channel Unified Routing and can’t be turned off.
• For contact centers using blended (federated) routing, the feature is off by default.

To turn on Omni-Channel Voice Readiness check for Amazon contact centers using blended routing:

1. From Setup, in the Quick Find box, enter Contact Center, then select Amazon Contact Centers.

2. Select the contact center.

3. In the Contact Center Details, turn on Voice Connector Readiness Check.