Receiving “Couldn’t Connect to Telephony (6001)” Banner for OpenCTI Users

To prevent the “Couldn’t Connect to Telephony (6001)” notification, ensure that only valid Salesforce Voice Contact Center users have access to the Omni Presence Statuses associated with the 'VoiceCall' object supported Service Channel.

Q) What is a valid Salesforce Voice Contact Center user?
A)  a. The user must be assigned with a Salesforce Voice Permission Set as stated here
      b. The user must be added to a Salesforce Voice contact center as stated here

***Omni presence statuses with Voice channel are only meant to be used by Salesforce Voice Users, not OpenCTI Users.

Perform the following steps to verify:

1. Navigate to Setup → Presence Status and open the affected Presence Status Configuration.
   
   
2. Review the Supported Service Channels section and identify the Service Channels that support 'VoiceCall' object.
   
   
3. If the concerned OpenCTI Users ARE intended to use this Presence Status, then remove the 'VoiceCall' object supported Service Channel(s) from the Presence Status configuration.
   
   
4. If you have other Salesforce Voice users that were previously using this Omni Presence Status, create a separate Presence Status with 'VoiceCall' object supported Service Channel & assign it to those Salesforce Voice users -- do not use this new Presence Status for OpenCTI Users.
   
   
5. After completing the configuration changes, ask the affected users to refresh their browser session or log out from the Org and login again for the changes to take effect.