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Validate Voice Readiness for Omni-Channel Blended Presence Status

Publiceringsdatum: Apr 20, 2026
Beskrivning

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 use blended presence statuses reliably.

 

Starting in Summer ’26, Salesforce Voice introduces an Omni-Channel Voice Readiness Check that will impact 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.

 

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, Omni-Channel won’t assign messaging work to the rep.

 

 

Default Behavior by Telephony Model

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

  • For Salesforce Voice (native telephony) this feature is on by default.

  • For Salesforce Voice Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect, the feature is on by default in contact centers using Omni-Channel Unified Routing. 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.

Lösning

Before you use blended presence statuses or voice-only presence statuses in Summer ’26, complete the following.

  1. Note the default behavior for your telephony model. If needed, plan to turn on the Omni-Channel Voice Readiness check for your contact center with blended routing.

  2. Clarify your presence model. Document which presence statuses are voice-inclusive versus those that don’t include voice. Confirm that supervisors and reps understand what each status means across channels.

  3. Confirm that voice is fully configured for your telephony model. Verify that Salesforce Voice (or your supported Voice integration) is implemented according to Salesforce and partner guidance for your org: routing design, connector or partner integration, and rep login flow are complete.

  4. Test the feature. Reps sign in, set each blended status they will use in production, and accept voice work. Confirm there are no unexpected blocks and that routing matches the documented behavior.

  5. If reps report issues, update your voice configuration to make sure that reps can sign into Omni-Channel successfully when Voice Connector readiness is turned on.

Ytterligare resurser

See Also

Salesforce Help: Create Presence Statuses

Salesforce Help: Troubleshoot Salesforce Voice (How Do I Troubleshoot Omni-Channel Login and SSO Issues section)

Knowledge-artikelnummer

005318906

 
Laddar
Salesforce Help | Article