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Receiving “Couldn’t Connect to Telephony (6001)” Banner in Salesforce
Publish Date: May 19, 2026
Description
Applicable Telephony Models :
- Salesforce Voice (Native Telephony)
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony (supported if Unified Routing is enabled)
- Salesforce Voice with Partner Telephony from Amazon Connect
The user receives the error notification as below when opening an Lightning Application with the omni utility / omni side bar enabled.
The error indicates that Salesforce attempted to initialize the Voice connector for the user, but the connection could not be established because the user is either not configured as a valid contact center user within the telephony provider setup or does not have an assigned Salesforce Voice channel.
Resolution
To prevent the “Couldn’t Connect to Telephony (6001)” notification, ensure that only users configured as Salesforce Voice/Contact Center Users have access to the Presence Statuses associated with the Voice Service Channel.
Perform the following steps to verify:
- Navigate to Setup → Presence Status and open the affected Presence Status configuration. .
- Review the Supported Service Channels section and check whether the Phone service channel is added.
- If the users assigned to this Presence Status are not intended to use Salesforce Voice or telephony features, remove the Phone service channel from the Presence Status configuration and save the changes.
- For users who are intended to use telephony features:
- Create a separate Presence Status that includes support for the Phone service channel.
- Assign this Presence Status only to the required Voice/Contact Center User through the appropriate Permission Set or Profile configuration.
- After completing the configuration changes, ask the affected users to refresh their browser session or log out and log back in for the changes to take effect.
Additional Resources
Salesforce Help: Create Presence Statuses
Salesforce Help: Set Access to Presence Statuses
Knowledge Article Number
005384612
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