Service Cloud Voice Limits and Limitations

• Voice is available only in Lightning Experience.
• Voice is supported on Service Cloud and Sales Cloud as an add-on license.
• Voice isn’t supported on Salesforce Mobile or iPad.
• Telephony is highly regulated, so check with your Salesforce representative about the availability of Voice in your region.

• If a service rep pauses a call that is being recorded and refreshes the page, the Record button’s appearance doesn’t change, but the call is no longer being recorded. The rep must click Record to continue recording the call.
• Only the owner of a Voice Call Recording record can listen to the recording. To let supervisors listen to call recordings, set up a role hierarchy where the support supervisor is above the owner of the Voice Call Recording record.
• For Service Cloud Voice with Amazon Connect or Service Cloud Voice with Partner Telephony from Amazon Connect, if Automated Interaction Logs are enabled in the Set Recording and Analytics Behavior flow block in Amazon Connect, the call duration incorrectly shows 0 for calls with IVR recordings that aren’t handled by reps and the media player’s fast forward and skip controls don’t work while playing the call recordings.

• For Service Cloud Voice with Partner Telephony, one call can include up to six participants in a multiparty (conference) call, including a rep and customer. Additionally, a supervisor can barge in or listen in. A rep can start a consult call during an active multiparty call. For more limitations and considerations see the Service Cloud Voice for Partner Telephony Developer Guide: Manage Multiparty Calls and Consult Calls.
• For Amazon Connect, one call can include up to three active participants. Additionally, a supervisor can listen in. For example, a service rep speaking with a customer can add one more participant to a call. A rep can only add one caller at a time. If there’s an ongoing transfer, even if the primary call ends, a rep can’t add more callers. If multiparty calls are enabled in Amazon Connect, when a call is transferred, the X button for the third-party (rep) connection is disabled. To end a call, click End Call or Leave Call.

• Call transcription is generated in real time during the call, and the transcript appears in the Conversation component on the Voice Call record page. After the call ends, the Conversation component is temporarily empty for a few minutes. To see the transcript, refresh the page.
• During a call, real-time call transcriptions are visible to all reps who are on the call. After a call ends, the transcript’s visibility is controlled by sharing rules.
• To bring transcripts into closed conversations, use Connect REST API. When you’re using Telephony API, transcripts sent after a conversation is closed aren’t automatically associated with the Voice Call record and don’t appear in the Enhanced Conversation component.

• A situation can occur with Respect Agent Capacity turned on and reps in a blended queue with voice calls and other work items like cases or messaging sessions. If other work items are routed with Omni-Channel and voice calls are routed with external routing or blended routing, work items routed with Omni-Channel are assigned first. Voice calls are assigned only if a rep has completed all other assigned work items. To deal with this situation, reps should temporarily switch to Available for Voice presence status in Omni-Channel to take a call. Admins should consider using Omni-Channel Unified Routing so that Omni-Channel routes all work items, including voice calls.
• When Respect Agent Capacity is enabled and voicemails are routed using the Least Active or Most Available routing models with tab-based capacity, the rep’s capacity is consumed as long as the voicemail tab is open. To free up capacity and allow the rep to receive new incoming calls, the rep must manually close the voicemail tab. If the tab remains open, Omni-Channel will decline all new incoming calls because the rep’s capacity is fully utilized.

• Service Cloud Voice is designed to use the Omni-Channel utility to answer and make calls. Don’t use other softphone utilities, including utilities for Dialer or Open CTI, with the Omni-Channel utility in the same Lightning Service Console app.
• Reps must only have one softphone initialized at a time. If changing their work environment from one device to another, reps should log out of Omni-Channel by updating their presence status. They must also close browser tabs containing the Omni Widget or log out of Salesforce before accessing the phone on the Omni-Channel utility on a different device.

• By default, the Voice Call tab that shows the Voice Call list view is hidden. Add the Voice Call tab to your console so reps can view Voice Call records. Reps can’t edit standard Voice Call list views, but with the right permissions they can clone and update list views with list view controls.
• When you create custom fields, the setting Always require a value in this field in order to save a record isn’t supported.
• When a rep opens duplicate browser tabs during a call, the behavior of the Call Controls component and Conversation component on the Voice Call record page can be affected.

• After Conversation Work isn’t supported if Service Cloud Voice is part of an app with standard navigation.
• Multiparty calls with more than 3 participants and consult calls aren’t supported if Service Cloud Voice is part of an app with standard navigation.
• If a rep makes an outbound call in an app with standard navigation, the voice call record doesn’t open by default. To access details of the work item, click the call in the voice call record list or in the Omni-Channel work item list.

• Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO).
• Don’t open Service Cloud Voice in multiple browser tabs. Opening Voice in multiple tabs causes the rep's status to become out of sync.

• Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect integrate with Amazon Connect and other services from Amazon Web Services (AWS) to provide telephony backend services.
• For information about Amazon Connect, see the Amazon Connect Administrator Guide. To access Amazon Web Services documentation, go to https://docs.aws.amazon.com.

• AWS observes certain service quotas, or default limits, on Amazon Connect and AWS features. Most of these service quotas can be increased by opening a case with AWS. For help, see Increase Amazon Service Quotas.
• For information about additional AWS services and increased limits, see Service Cloud Voice Additional AWS Services Add-on License. For contractual limitations for Service Cloud Voice with Amazon Connect, see this list. Some service limitations no longer apply with the purchase of the add-on license, such as Amazon EventBridge, Amazon Simple Notification Service (SNS), Amazon CloudWatch, and Amazon Dynamo DB. To review your monthly charges for Service Cloud Voice with Amazon Connect, see Salesforce Reports for Amazon Connect Usage and Billing.
• AWS allows a maximum of two contact centers per Amazon Connect instance per region per AWS account. This limit can be increased by creating a case in the AWS Management Console.
• AWS allows a Lambda function invoked from an Amazon Connect flow to run for a maximum of 8 seconds before it times out and routes to an error branch in the flow. See the Amazon Connect Administrator Guide for additional information.

• The After Call Work timeout setting in Amazon Connect must be disabled and set to zero (0). If the timer is enabled, voice calls are pushed to service reps regardless of the rep’s Omni-Channel capacity. This setting isn’t related to the After Conversation Work feature in Salesforce.
• When a caller cancels an inbound call that hasn’t been connected to a rep or a rep cancels an outbound call, the rep doesn’t enter the After Call Work flow.
• When a rep makes an outbound call and the call is canceled before the recipient answers, reps don’t enter the After Call Work flow.
• These Amazon Connect features aren’t supported in Service Cloud Voice:
  • Auto-Accept Call (only supported for use cases where Unified Routing with Omni-Channel is enabled)
  • Enable Multi-Party Calls and Enhanced Monitoring
• Custom Amazon Connect statuses don’t support specific reserved names, Default and Pending. Creating a custom status named Default or Pending results in unexpected routing behavior for Service Cloud Voice.
• For Amazon Connect Chat and Messaging limitations, see limits and considerations for Salesforce Contact Center with Amazon Connect.

• If a rep makes an outbound call and hangs up before the call starts ringing, Amazon Connect may not create a contact record (previously called contact trace record or CTR) for the voice call. Because Salesforce uses contact record sync to update voice call status, the voice call in this scenario will remain in an In Progress state.
• If you refresh the browser during a call, the audio is disconnected.

• Incoming calls and callback requests must be answered by a service rep within 20 seconds. If a rep doesn’t answer an incoming call or declines a call or callback, the rep’s status in the Omni-Channel utility is changed to Offline, and the call is routed to another rep. If a rep ends the callback while it’s dialing, the rep’s status is changed to Offline. The 20-second period starts when Amazon Connect assigns the call to a rep. The actual period can be shorter due to latency, which can result in reps opening the Voice Call tab and finding that the call that they meant to answer was already rerouted. In this scenario, the rep’s status remains unchanged, and they continue to receive calls. This 20 second limitation doesn’t apply for incoming calls if Unified Routing with Omni-Channel is enabled. With Unified Routing, you can customize the call acceptance push time-out in the Omni-Channel routing configuration.

• To sync service rep status between Salesforce and Amazon Connect, reps must log out of Omni-Channel before logging out of Salesforce and before closing the browser or browser tab.
• When the rep logs out of Omni-Channel, their status is synced with Amazon Connect so that calls aren’t pushed to the rep. If you close the browser tab before logging out of Omni-Channel, the rep's status isn’t synced between Omni-Channel and Amazon Connect. Omni-Channel thinks the rep is offline, but Amazon Connect thinks the rep is still available and keeps pushing calls to them.

• If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call are transcribed due to a Lambda function limitation.
• Real-time call transcription is provided by Amazon Transcribe or Contact Lens for Amazon Connect. For transcription questions and support, contact Amazon Web Services. See Get Expert Support for Service Cloud Voice.
• For a list of Amazon Transcribe’s transcription languages supported by Service Cloud Voice, see Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice. For a list of supported transcription languages with Contact Lens, see the Amazon documentation.
• By default, real-time call transcription for English is automatically configured by the Salesforce-provided Lambda functions.
• To show real-time transcription in another language, modify the languageCode on the transcription block in your contact flows in Amazon Connect.

• When Service Cloud Voice and Conversation Insights are both turned on in the same production org, copying the production org to a sandbox turns off Conversation Insights and breaks the flow of data to the Service Cloud Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox.

If you integrate your existing Amazon Connect instance manually through an XML import for Service Cloud Voice with Partner Telephony from Amazon Connect, certain features are limited or unavailable. To ensure you benefit from all features and functionalities integrate your existing Amazon Connect instance through Salesforce.

These features or functionalities are limited or unavailable:

• Auto-fill for Contact Center Details page. Fields that display Amazon Connect data aren’t auto-populated and need to be filled in manually.
• Contact center key pairs. The key pair for the contact center isn’t automatically updated and needs to be manually updated through the Contact Center Details page.
• Amazon Lambda functions. When the contact center is upgraded, the Lambda functions aren’t updated to the latest version. Instead, the Lambda functions need to be manually updated.
• Real-time call recordings. Reps aren’t able to pause and resume call recordings.
• The agent (service rep) availability feature isn’t available out of the box. You can manually set up agent availability by generating the call center routing map.
• The Queue Management feature isn’t available.
• Universal Call Recording Access isn’t available.
• Voice biometrics aren’t available.
• Einstein Conversation Insights isn’t available.

• If a service rep doesn’t answer an incoming call within a certain number of seconds or declines a call or callback, their status in the Omni-Channel utility may be updated or the call may be rerouted. Ask your telephony provider about their call answering time limits and behavior.
• If you refresh the browser during a call, the audio can be disconnected. Ask your telephony provider what to expect.

• Support for real-time call transcription varies by telephony provider. Ask your telephony provider about their call transcription options and supported transcription languages.
• Sometimes, telephony providers don’t finish the transcription process until after the conversation is closed, and transcripts sent outside the conversation window aren’t automatically available in Salesforce. To upload transcripts to Salesforce, use Connect REST API. Timestamps on uploaded transcripts reflect time of upload, not time of conversation.

• ​​Includes all types of calls (for example, inbound, outbound, transfer, callback).
• Active calls include calls with or without transcriptions.
• Transferred calls are considered to be a continuation of the original call.
• After the limit is reached, real-time transcriptions aren’t created. Phone calls continue to be handled and routed to your support team as usual, but without real-time transcription.

• ​​Includes all types of calls (for example, inbound, outbound, transfer, callback).
• After the limit is reached, transcriptions won’t work for additional calls in that second.

Maximum number of utterances that can be transcribed within each second interval. The length of an utterance is variable, depending on when pauses occur within spoken conversations.

• This limitation may result in some voice calls sporadically missing transcriptions within a call. For example, suppose that there are active conversations that generate 5,013 concurrent utterances at the same time. In this case, 13 utterances won’t have a transcription.