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Troubleshoot Errors for Salesforce Voice with Telephony Providers
Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.
Required Editions
View supported editions. This article applies to:
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Note For errors and messages that originate in Amazon Connect but are available in Salesforce Voice, see Troubleshoot Errors from Amazon Connect in Salesforce Voice. For errors and messages in Salesforce Voice (native telephony), see Troubleshoot Error and Information Codes for Salesforce Voice.
Connection and Initialization Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We can't communicate with the telephony system. Try refreshing your browser, or ask your Salesforce admin for help. | GENERIC_ERROR |
This is a catch-all error, a fallback used when a failure doesn't map to a more specific type. For example, the softphone lost communication with the telephony backend. | Ask the rep to refresh the browser. Check contact center configuration and telephony connectivity. |
| We can't connect your call. Refresh the page and try again. If the issue continues, contact your Salesforce admin for help. | AGENT_ERROR |
The call couldn't be connected. There was a connection failure during call setup. | Ask the rep to refresh the page and retry. Investigate telephony connectivity if persistent. |
| Connection timed out. Check your network and try again. | TIMEOUT_ERROR |
An operation didn't complete in time. The softphone waited past its timeout for a backend response. | Ask the rep to check their network connection and retry. Review network, VPN, and proxy latency. |
| The call service couldn't connect. Check your connection or configuration and try again. | UNABLE_TO_CONNECT_TO_AGENT |
The calling service could not establish a rep connection. There was a failure bringing up the rep’s calling session. | Ask the rep to check their network connection and retry. Verify contact center and connector configuration. |
| Wait for your softphone to load, or refresh your browser to initiate the calling service. | AGENT_NOT_INITIALIZED |
An action was attempted before the softphone finished initializing. The rep acted before the connector was ready. | Ask the rep to wait for load or refresh. |
| We can't set up the message bridge component. Ask your Salesforce admin to check the contact center settings. | MESSAGE_BRIDGE_INIT_FAILED |
The message-bridge component configured for the contact center couldn't be initialized. | Ask the rep to refresh. |
Browser, Device and Media Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| Enable the microphone in your browser. | MICROPHONE_NOT_SHARED |
The rep doesn't have the microphone enabled in the browser settings for the site that’s running the Voice softphone. | For Chrome, see Use your camera and microphone in Chrome. If using Firefox, see Firefox Page Info window. After updating the microphone permission setting, reload the Salesforce app. |
| This browser isn't supported. Please try again with another browser. | UNSUPPORTED_BROWSER |
The rep is using a browser that isn't supported. Voice supports the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only. | Ask the rep to switch to a supported browser. |
| Looks like you're logged in on different browsers, like Chrome and Firefox. Access Salesforce Voice from one browser at a time. | USER_BUSY_ERROR |
The rep has an active Voice session in another browser. | Ask the rep to use one browser only. |
| We couldn't locate your devices. Check your browser permissions and try again. | CAN_NOT_GET_AUDIO_DEVICES |
Audio input/output devices couldn't be identified, or there are no devices present. | Ask the rep to check browser permissions and device connections. Make sure that browser device permissions are allowed. |
Virtual Desktop (VDI) Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1018. | VDI_STRATEGY_NOT_SUPPORTED |
The VDI audio strategy/optimization negotiation isn't supported for the call. | Ask the rep to refresh. Review VDI audio-optimization setup. |
| Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1019. | VDI_REDIR_NOT_SUPPORTED |
VDI audio redirection isn't supported/available. | Ask the rep to refresh. Review VDI redirection configuration. |
Authentication, Login and Channel Loading Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We can't log you in to telephony provider. Try refreshing your browser, or ask your Salesforce admin for help. | AUTHENTICATION_ERROR |
Authentication to the telephony provider failed. | Ask the rep to refresh the browser. Check SSO / provider auth configuration. |
| Log in needed. | LOGIN_REQUIRED |
The rep must log in to telephony before continuing. | Ask the rep to log in by selecting a presence status in Omni-Channel. |
| We can't log you in. Try refreshing your browser, or ask your Salesforce admin for help. | CAN_NOT_LOG_IN |
Login to the telephony system failed. | Ask the rep to refresh the browser. Check the contact center/connector configuration. |
| We can't log you out. Try refreshing your browser, or ask your Salesforce admin for help. | CAN_NOT_LOG_OUT |
Logout from the telephony system failed. | Ask the rep to refresh the browser. Investigate if persistent. |
| We can't log you in into the Voice channel. Try refreshing your browser, or ask your Salesforce admin for help with code E-{0}. | CAN_NOT_LOG_IN_VOICE_CHANNEL |
Login to the Voice channel failed. | Ask the rep to refresh the browser. Check Omni-Channel Voice channel setup. |
| We can't log you in. Tell your Salesforce admin to check the parameters in the Call Center settings. | INVALID_PARAMS |
Login parameters are invalid/missing. There are misconfigured Call Center parameters. | Fix parameters in Call Center settings. |
| We can't display the login page. Tell your Salesforce admin to check the parameters in the Call Center settings. | INVALID_LOGIN_URL |
The configured login URL is invalid. There’s an incorrect or missing login URL in Call Center configuration. | Correct the login URL in Call Center settings. |
| We can't get the login settings. Try again. | CAN_NOT_GET_LOGIN_SETTINGS |
The softphone couldn't retrieve login settings. | Ask the rep to retry login. Verify Contact Center configuration if persistent. |
| We couldn't load the Voice connector. You're not listed as a contact center user, or there’s no Salesforce Voice channel. Ask your Salesforce admin for help with code E-6001. | NO_SUPPORTED_CHANNEL |
The rep isn't a user in the contact center or no Voice channel exists. | Add the user to the contact center or configure a Voice channel. |
Rep Status and Presence Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We can't update your status. Ask your Salesforce admin for help. | INVALID_AGENT_STATUS |
The requested rep status is invalid. | Review presence status configuration. |
| We can't update your status. Try again later. | CAN_NOT_SET_AGENT_STATUS |
The status update failed. | Ask the rep to retry updating their status. Investigate if persistent. |
| Something went wrong. Try again or ask your admin for help. | CAN_NOT_SET_AGENT_CONFIG |
Rep configuration couldn't be applied. | Ask the rep to retry their action. Review the rep configuration. |
Call Control Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We can't complete the call. Check the phone number and try again. | CAN_NOT_START_THE_CALL |
An outbound call couldn't be placed. Call initiation failed. | Ask the rep to verify the number and retry. Check outbound calling configuration if persistent. |
| No work needed for this call. Either the caller hung up or the call was rerouted. On to the next customer! | CAN_NOT_ACCEPT_THE_CALL |
There was nothing to accept. The work is gone because the caller hung up or the work rerouted before the rep accepted. | Ask the rep to move to next work. |
| We've routed the work to another rep because you weren't able to accept it. | CALL_REJECTED_CONNECTOR_NOT_READY |
Work assigned to this rep was canceled and rerouted to another rep because this rep couldn't accept it. | No action needed for this work; it’s already reassigned. Ask the rep to keep the softphone loaded, stay logged in, and make sure their status is current so that future work routes cleanly. If frequent, investigate why the connector isn't ready at assignment time. For example, the connector isn't fully initialized, there’s a stale rep status, or there’s an issue with vendor-side capacity/readiness. |
| You can't start a preview call while on a call. | CAN_NOT_START_THE_PREVIEW_CALL |
There was a preview call attempted during an active call. | Ask the rep to finish the current call first. |
| We can't decline the call. Try refreshing your browser, or ask your Salesforce admin for help. | CAN_NOT_DECLINE_THE_CALL |
The decline action failed. | Ask the rep to refresh the browser. Investigate if persistent. |
| We couldn't end your call. Refresh the page and try again. | CAN_NOT_END_THE_CALL |
The end or hang-up action failed. | Ask the rep to refresh the browser and retry. Investigate if persistent. |
| We can't hold your call. Try again. | CAN_NOT_HOLD_CALL |
The hold action failed. | Ask the rep to retry the hold action. |
| We can't resume your call. Try again. | CAN_NOT_RESUME_CALL |
The resume-from-hold action failed. | Ask the rep to retry the resume action. |
| We can't mute your call. Try again. | CAN_NOT_MUTE_CALL |
The mute action failed. | Ask the rep to retry the mute action. |
| We can't unmute your call. Try again. | CAN_NOT_UNMUTE_CALL |
The unmute action failed. | Ask the rep to retry the unmute action. |
| We can't mute or unmute your call. Try again. | CAN_NOT_TOGGLE_MUTE |
The mute/unmute toggle failed. | Ask the rep to retry the mute or unmute action. |
| We can't hold or resume your call. Try again. | CAN_NOT_TOGGLE_HOLD |
The hold/resume toggle failed. | Ask the rep to retry the hold or resume action. |
Recording and Transcription Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We can't pause or resume the recording. Try again. | CAN_NOT_TOGGLE_RECORD |
The pause/resume recording toggle failed. | Ask the rep to retry the pause or resume recording action. |
| We can't pause the recording. Try again. | CAN_NOT_PAUSE_RECORDING |
Pause recording failed. | Ask the rep to retry the pause recording action. |
| We can't resume the recording. Try again. | CAN_NOT_RESUME_RECORDING |
Resume recording failed. | Ask the rep to retry the resume recording action. |
| Recording was paused, but we're having trouble pausing transcription. You might see a mismatch between the call recording and transcript. | CAN_NOT_PAUSE_TRANSCRIPTION |
Recording paused, but transcription did not. | Rep can be aware of possible mismatch between the call recording and transcript. Investigate transcription service if frequent. |
| Recording was resumed, but we're having trouble resuming transcription. You might see a mismatch between the call recording and transcript. | CAN_NOT_RESUME_TRANSCRIPTION |
Recording resumed, but transcription did not. | Rep can be aware of possible mismatch between the call recording and transcript. Investigate transcription service if frequent. |
Transfer, Conference, and Participant Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| Participant does not exist in the call. | INVALID_PARTICIPANT |
The action targeted a participant that’s not present. | Ask the rep to select a valid participant. |
| Invalid participant. We can't end the call for the given participant. | CAN_NOT_HANGUP_PARTICIPANT |
Couldn't remove or hang up the specified participant. | Ask the rep to retry hanging up the call. |
| We can't transfer to the given destination. There was an error. | CAN_NOT_ADD_PARTICIPANT |
Adding a transfer participant failed. | Ask the rep to verify the transfer destination and retry. Check transfer destinations configuration. |
| We can't connect to the given destination. There was an error. | CAN_NOT_CONNECT_PARTICIPANT |
Connecting to the destination failed. | Ask the rep to verify the destination and retry. Check destination configuration. |
| We can't join the participants. Try refreshing your browser, or ask your Salesforce admin for help. | CAN_NOT_JOIN_PARTICIPANTS |
Joining participants failed. | Ask the rep to refresh the browser. Investigate if persistent. |
| We can't swap the participants. Try refreshing your browser, or ask your Salesforce admin for help. | CAN_NOT_SWAP_PARTICIPANTS |
Swapping between held/active participants failed. | Ask the rep to refresh the browser. Investigate if persistent. |
| We can't transfer to the given address. Refresh your list of addresses and try again. | INVALID_DESTINATION |
The transfer destination or address is invalid. | Ask the rep to refresh the address list and retry the transfer. Verify transfer destination directory. |
| Problem transferring to the given phone number. Try again with a valid phone number. | INVALID_PHONE_NUMBER |
The transfer phone number is invalid. | Ask the rep to select a valid number. |
| Problem updating the given phone number. Try again with a valid phone number. | CAN_NOT_UPDATE_PHONE_NUMBER |
Updating a phone number failed because the number is invalid. | Ask the rep to enter a valid number. |
| We can't get the phone contacts, please try later. | CAN_NOT_GET_PHONE_CONTACTS |
The phone contacts/directory couldn't be retrieved. | Ask the rep to retry loading the phone contacts. Verify directory configuration if persistent. |
Dialing Rules and Outbound Restrictions Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| This number is in a country you're not authorized to call. | AREA_CODE_NOT_IN_DIALABLE_LIST |
The destination country/area code isn't permitted. The number is outside the allowed dialable list. | Ask the rep to use an authorized number. Adjust dialable country/area configuration if needed. |
| Enter a valid phone number. | PHONE_NUMBER_NOT_VALID |
The entered number is not valid. | Ask the rep to enter a valid number. |
| Enter a valid phone number, including the country code. | PHONE_NUMBER_NOT_VALID_E164_FORMAT |
The number isn't in E.164 format. | Ask the rep to enter a number with a country code. |
| You aren't authorized to make this call. Contact your admin to request the required permissions. | UNAUTHORIZED_SERVICE_CALL |
The rep lacks permission for this call. | Grant required calling permissions to the rep. |
| To make a new call, complete any active work. Then, try again. | AGENT_AT_MAXIMUM_CAPACITY |
The rep is at max concurrent work capacity but attempted a new call. | Ask the rep to complete active work and then retry the call. Review capacity model if needed. |
| The outbound call queue is misconfigured. Contact your Salesforce admin for help. | OUTBOUND_QUEUE_MISCONFIGURED |
The outbound queue isn't set up correctly. | Fix outbound queue configuration. |
| You've exceeded the concurrent call limit. Complete your active calls before starting another one. | CALL_THROTTLED |
Concurrent call limit reached. There are too many simultaneous calls. | Review concurrency limits if needed. |
Supervisor and Call Monitoring Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We're having trouble with call monitoring right now. Try again or contact your Salesforce admin. | CAN_NOT_SUPERVISE_CALL |
Starting call monitoring failed. | Ask the supervisor to retry monitoring the call. Investigate monitoring configuration if persistent. |
| We're having trouble with call monitoring right now. Try again or contact your Salesforce admin. | CAN_NOT_DISCONNECT_SUPERVISOR |
The supervisor couldn't disconnect from monitoring. | Ask the supervisor to retry disconnecting from monitoring the call. Investigate if persistent. |
| You can't barge in to the call because of an error. Try again or contact your Salesforce admin. | CAN_NOT_BARGE_IN_SUPERVISOR |
Barge-in during monitoring failed. | Ask the supervisor to retry barging into the call. Investigate if persistent. |
Consent Errors
| Error Message | Console Log Label | Why This Appears | Action to Take |
|---|---|---|---|
| We couldn't load the Voice connector. We're missing your consent that calls may be recorded and transcribed, and such calls, recordings and transcripts may be analyzed for quality or training purposes. Ask your Salesforce admin for help with code E-6002. | GDPR_CONSENT_DECLINED |
The connector won't load without recording and transcription consent. The rep declined or hasn't given consent. | Ask the rep to provide consent. Review consent configuration/requirements. |
| We couldn't load the Voice connector. There was an error opening GDPR consent modal. Ask your Salesforce admin for help with code E-6003. | GDPR_CONSENT_MODAL_ERROR |
The consent dialog failed to open, blocking the connector from loading. | Ask the rep to refresh the browser. Investigate if persistent. |
Informational Messages
These status notifications let reps know information without specific action required.
| Informational Message | Console Log Label | Why This Appears |
|---|---|---|
| Pausing call recording. | PAUSING_RECORDING |
Recording pause in progress. |
| Resuming call recording. | RESUMING_RECORDING |
Recording resume in progress. |
| Agent settings were updated. | AGENT_CONFIG_UPDATED |
Rep configuration was applied. |
| You've logged out of your phone system. To log in, refresh your browser. | THIRD_PARTY_IDP_LOGOUT |
The rep was logged out at the identity provider (IdP). |
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