Source note · Genesys Cloud with Salesforce Service Cloud Voice
An incoming call must appear in the Omni-Channel widget before the agent answers it, because the Voice Call record must be created in Salesforce before the call is marked connected.
Checked 2026-09-25
the call record must be created in Salesforce before the call can be marked as connected
- Vendor
- Genesys
- Product
- CX Cloud
- Subsystem
- agent console
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- Call controls in Omni-Channel — Genesys · tier 2 current vendor documentation · Call controls in Omni-Channel, notes on answering calls
Cite this note
APA
WarmTransfer. (2026, September 25). Genesys Cloud with Salesforce Service Cloud Voice: source note genesys-with-salesforce-voice-call-in-omni-first. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-with-salesforce-voice-call-in-omni-first
BibTeX
@misc{warmtransfer-claim-genesys-with-salesforce-voice-call-in-omni-first,
title = {Genesys Cloud with Salesforce Service Cloud Voice: source note genesys-with-salesforce-voice-call-in-omni-first},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-with-salesforce-voice-call-in-omni-first},
note = {Source note genesys-with-salesforce-voice-call-in-omni-first, checked 2026-09-25}
}