Troubleshooting Salesforce Service Cloud Voice with partner telephony

See also

Sources

1. 1
   The first resolution step for Amazon Connect and Omni-Channel status desynchronisation is to clear browser cache and cookies for the entire browsing history period and relaunch Salesforce.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Resolution, step 1 · Checked 2026-10-02
2. 2
   Salesforce lists these causes of Amazon Connect and Omni-Channel status desynchronisation: cached data or cookies interfering with single sign-on, changes to the user Alias field or the AWS identity provider configuration, use of Log In As, and browser settings that block third-party cookies or microphone access.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Cause · Checked 2026-10-02
3. 3
   For status desynchronisation, Salesforce directs admins to check the Configure Telephony Provider link for error messages.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Resolution, step 2 · Checked 2026-10-02
4. 4
   Browser settings must allow third-party cookies and microphone access for the Salesforce domain to avoid status desynchronisation.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Resolution, step 4 · Checked 2026-10-02
5. 5
   When Amazon Connect agent status and Salesforce Omni-Channel status fall out of sync, calls may fail to route to agents.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Description · Checked 2026-10-02
6. 6
   If status desynchronisation persists after the documented steps, Salesforce asks for a support case with a HAR file and a screenshot of any errors.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Resolution, closing paragraph · Checked 2026-10-02
7. 7
   To test status sync, log in directly as the affected user rather than using Log In As, so that single sign-on to the telephony provider happens properly.

   Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Resolution, step 3 · Checked 2026-10-02
8. 8
   A user who holds the Service - CCaaS Permissions permission set group, or the standalone Agentforce Contact Center Admin, Rep or Supervisor (Salesforce Voice) permission sets, is treated as eligible for Agentforce Contact Center instead of Salesforce Voice and does not appear in the Salesforce Voice contact center Add Users list.

   Users Not Appearing in Contact Center "Add Users" List During Salesforce Voice Setup · Cause · Checked 2026-10-02
9. 9
   To make a missing user appear in the Add Users list, remove the Service - CCaaS Permissions group or Agentforce Contact Center permission sets from the user, confirm only the Salesforce Voice Admin or Rep permissions remain, then retry adding the user from the contact center settings.

   Users Not Appearing in Contact Center "Add Users" List During Salesforce Voice Setup · Resolution, steps 1-5 · Checked 2026-10-02
10. 10
    Users assigned only the Salesforce Voice Contact Center Supervisor permission set do not appear in the contact center Add Users list; they need the Admin or Rep permission set.

    Users Not Appearing in Contact Center "Add Users" List During Salesforce Voice Setup · Cause, final paragraph · Checked 2026-10-02
11. 11
    A partner telephony connector can be hosted either as a Visualforce page backed by a static resource (relative connector URL) or on a standalone server (absolute connector URL) referenced in ConversationVendorInfo.

    scv-partner-telephony-quickstart · README: Connector Setup · Checked 2026-10-02
12. 12
    The partner telephony quickstart warns that an outdated API version can cause ConversationVendorInfo metadata errors, and recommends keeping the Salesforce CLI current.

    scv-partner-telephony-quickstart · README: setup and requirements notes · Checked 2026-10-02
13. 13
    A ConversationVendorInfo record (the call center definition supplied by the telephony partner package) is required when a customer creates a contact center by importing an XML file.

    scv-partner-telephony-quickstart · README: Contact Center Creation · Checked 2026-10-02
14. 14
    With Salesforce Voice with Amazon Connect, duplicate transcripts on a voice call conversation happen when contact flows run both Amazon Transcribe and Contact Lens transcription for the same call.

    Voice Call Conversation May Show Duplicate Transcripts in Salesforce Voice · Cause · Checked 2026-10-02
15. 15
    Amazon Connect contact flow logs in CloudWatch show every flow that ran for a specific voice call, which helps find overlapping transcription.

    Voice Call Conversation May Show Duplicate Transcripts in Salesforce Voice · Resolution, Note · Checked 2026-10-02
16. 16
    Contact Lens transcription shows up in the Set recording and analytics behavior flow block (speech analytics enabled), and Amazon Transcribe shows up as an Invoke AWS Lambda function block calling the kvsConsumerTrigger function.

    Voice Call Conversation May Show Duplicate Transcripts in Salesforce Voice · Resolution: Identify Contact Lens usage; Identify Amazon Transcribe usage · Checked 2026-10-02
17. 17
    To remove duplicate transcripts, make sure only one transcription method runs per call: for inbound calls check the contact flow, sub-flows and agent whisper flows, and for outbound calls check whisper flows and sub-flows, then disable Transcribe or Contact Lens where they overlap.

    Voice Call Conversation May Show Duplicate Transcripts in Salesforce Voice · Resolution: remediation steps 1-5 · Checked 2026-10-02
18. 18
    While Fallback Mode is on, admin changes such as presence status or routing configuration edits are not applied automatically.

    Routing Work with Omni-Channel Fallback Mode · Limitations · Checked 2026-10-02
19. 19
    Once Fallback Mode is on, each agent must refresh the Omni-Channel widget page and set their status to available before they receive work.

    Routing Work with Omni-Channel Fallback Mode · Enabling Fallback Mode · Checked 2026-10-02
20. 20
    Prerequisites for Omni-Channel Fallback Mode are Enhanced Omni-Channel, the tab-based capacity model, and an external routing configuration.

    Routing Work with Omni-Channel Fallback Mode · Prerequisites · Checked 2026-10-02
21. 21
    Fallback Mode supports voice calls and routes them in real time without polling, but most Messaging channels (except Bring Your Own Channel) are not supported and status-based routing is not allowed.

    Routing Work with Omni-Channel Fallback Mode · Supported channels section · Checked 2026-10-02
22. 22
    Omni-Channel Fallback Mode lets an external routing service distribute work to agents while the Omni-Channel routing service is offline; Salesforce Customer Support turns it on through a support case if the org qualifies.

    Routing Work with Omni-Channel Fallback Mode · What It Is; When It Applies · Checked 2026-10-02
23. 23
    Genesys's setup builds a console Lightning app named Contact Center that includes the Genesys Cloud CX Utility and Omni-Channel widgets and the Voice Calls item.

    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Step 1: Create a Contact Center Lightning App · Checked 2026-10-02
24. 24
    To recreate a missing sfdc_phone channel, turn Omni-Channel off and then on again in Omni-Channel Settings, which forces Salesforce to recheck licences and permissions and generate the channel.

    Presence Status in Salesforce does not match with the Status in Genesys Cloud · Resolution, steps 1-3 · Checked 2026-10-02
25. 25
    If Omni-Channel is enabled before Salesforce Voice setup finishes, automatic creation of the sfdc_phone channel may be skipped, which leaves Salesforce presence not matching Genesys Cloud status.

    Presence Status in Salesforce does not match with the Status in Genesys Cloud · Cause · Checked 2026-10-02
26. 26
    Genesys release notes record that in package version 2.18 (June 9, 2025) agents could select non-WebRTC phones, such as remote phones and SIP desk phones, in the CX Utility.

    Release Notes for CX Cloud from Genesys and Salesforce · Release note entry dated June 9, 2025 · Checked 2026-10-02
27. 27
    With Genesys CX Cloud, an agent receives voice calls only when signed in to the Omni-Channel widget with the Salesforce presence status that is mapped to the Genesys Cloud On Queue status.

    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Step 2: Create Presence Statuses · Checked 2026-10-02
28. 28
    Genesys says the Contact Center Admin and Contact Center Agent permission sets must be assigned before admins and agents can reach the contact center and handle voice calls.

    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Step 4: Assign Contact Center Permissions to Users · Checked 2026-10-02
29. 29
    In Salesforce Voice with Genesys Cloud, the sfdc_phone Omni-Channel service channel is needed for presence status alignment and is normally created automatically during Salesforce Voice setup.

    Presence Status in Salesforce does not match with the Status in Genesys Cloud · Description · Checked 2026-10-02
30. 30
    Genesys documents that errors from triggers, flows, required fields or validation rules can happen while the voice call record is created; Salesforce bypasses them, creates the record and returns the error messages.

    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Step 5: Create and Configure Voice Call Record Page, note on record creation errors · Checked 2026-10-02
31. 31
    The browser-side causes in the Amazon Connect status-sync article (blocked third-party cookies, blocked microphone, Log In As breaking single sign-on) plausibly apply to other partner telephony providers that rely on browser SSO, but Salesforce does not say so for partner telephony.inferred

    Amazon Connect and Salesforce Omni-Channel Status is Out of Sync · Cause (scope limited to Amazon Connect) · Checked 2026-10-02
32. 32
    A Salesforce-versus-partner presence mismatch has at least two documented, unrelated root causes: a missing sfdc_phone service channel (Salesforce KB 005135127) and a Salesforce status not mapped to the partner's routable state, such as the Genesys On Queue mapping.inferred

    Presence Status in Salesforce does not match with the Status in Genesys Cloud · Cause; combined with Genesys setup guide Step 2 · Checked 2026-10-02
33. 33
    From partner setup guides, a softphone that does not load in the utility bar most likely comes from one of four configuration gaps: no Omni-Channel utility in the Lightning app, Lightning Web Security off, a missing Visualforce remote site, or the user not being in the contact center or missing its permission sets.inferred

    Set Up Agent Workspace for Salesforce Voice · Create Lightning App; Enable Lightning Web Security; Configure Remote Site Settings; Apply Permission Sets · Checked 2026-10-02
34. 34
    Voice call records that are missing or stale with partner telephony can come from network or remote-site gaps (the SCRT domain not allowed) or from org automation errors during record creation, so admins should check both the remote site and SCRT allowlists and the triggers, flows and validation rules on VoiceCall.inferred

    Set Up Agent Workspace for Salesforce Voice · Configure Remote Site Settings; combined with Genesys setup guide Step 5 note · Checked 2026-10-02
35. 35
    NICE's setup builds a console-navigation Lightning app with the Omni-Channel utility item and Voice Calls, assigned to the agent profiles.

    Set Up Agent Workspace for Salesforce Voice · Create Lightning App · Checked 2026-10-02
36. 36
    NICE states that if an Available presence status that includes the phone channel is not created or not assigned to the user profile, the user cannot receive calls.

    Set Up Agent Workspace for Salesforce Voice · Create Available Presence Status; Assign Presence Status to User Profiles · Checked 2026-10-02
37. 37
    NICE states that if any part of the Salesforce Voice contact center configuration is missing, agents may not see the softphone panel or may be unable to handle CXone calls.

    Set Up Agent Workspace for Salesforce Voice · Create Contact Center with XML Import / Update Contact Center steps · Checked 2026-10-02
38. 38
    In NICE setup, the contact center is first created by XML import, then a self-signed certificate is generated and its public key is pasted into the contact center before users are added.

    Set Up Agent Workspace for Salesforce Voice · Setup steps 4-6 · Checked 2026-10-02
39. 39
    NICE lists as a known issue that when agents log in to Agent Workspace for Salesforce Voice with the Integrated Softphone the dialpad does not appear, and the workaround is to refresh the browser.

    Fixed and Known Issues · Known Issues list: Agent Workspace for Salesforce Voice entry · Checked 2026-10-02
40. 40
    Agents need the Integrated Softphone View permission to use the NICE Integrated Softphone in Agent Workspace for Salesforce Voice.

    Integrated Softphone in Agent Workspace for Salesforce Voice · Prerequisites: permission · Checked 2026-10-02
41. 41
    NICE requires Lightning Web Security to be on; without it the Lightning components may not load or work, for example the Disposition Handling component may fail to render.

    Set Up Agent Workspace for Salesforce Voice · Enable Lightning Web Security · Checked 2026-10-02
42. 42
    The NICE Integrated Softphone requires microphone and speaker use to be allowed for the softphone extension, and prompts the agent to install the CXone WebRTC Softphone Extension if it is missing.

    Integrated Softphone in Agent Workspace for Salesforce Voice · Prerequisites · Checked 2026-10-02
43. 43
    For NICE CXone, admins get the Contact Center Admin (Partner Telephony) permission set and agents get the Contact Center Agent (Partner Telephony) permission set.

    Set Up Agent Workspace for Salesforce Voice · Apply Permission Sets · Checked 2026-10-02
44. 44
    The NICE Integrated Softphone is meant for console apps only; if Agent Workspace for Salesforce Voice is refreshed or opened in a new tab during a call, call connectivity drops for a few seconds before it reconnects.

    Integrated Softphone in Agent Workspace for Salesforce Voice · Known issues / design limitation note · Checked 2026-10-02
45. 45
    In the NICE integration, a missing Remote Site Setting for the Secure Domain (SCRT) URL means voice call records do not update and call state such as Hold, Mute and after-call work does not sync.

    Set Up Agent Workspace for Salesforce Voice · Configure Remote Site Settings · Checked 2026-10-02
46. 46
    In the NICE integration, a missing Remote Site Setting for the Visualforce domain causes a blank call panel, buttons that do nothing, and login redirect problems.

    Set Up Agent Workspace for Salesforce Voice · Configure Remote Site Settings · Checked 2026-10-02
47. 47
    For agents to view recordings on the VoiceCall page with Amazon Connect, their Amazon Connect security profile needs the Contact Search, Recorded conversations (redacted) and Recorded conversations (unredacted) permissions.

    Salesforce Agents Cannot View Voice Call Recordings · Resolution, step 3 · Checked 2026-10-02
48. 48
    After the Amazon Connect security profile is updated, the agent must refresh their Salesforce session before recordings show on the VoiceCall page again.

    Salesforce Agents Cannot View Voice Call Recordings · Resolution, step 5 · Checked 2026-10-02
49. 49
    Salesforce now calls the product Salesforce Voice and notes that it was formerly Service Cloud Voice.

    Users Not Appearing in Contact Center "Add Users" List During Salesforce Voice Setup · Description, first sentence · Checked 2026-10-02
50. 50
    In Talkdesk for Salesforce Voice, the Studio component Trigger Salesforce Omni-Channel flow sends context to Salesforce and gets back an agent_email or queue_name; Talkdesk advises checking the agent condition first and using a fallback queue for No Match or connection failures.

    Routing a Call based on a Salesforce Omni-Channel Flow with T4SCV · How it works; failure handling paths · Checked 2026-10-02
51. 51
    Salesforce Help organises voice from partner contact centers into separate setup paths for Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, Voice with Partner Telephony from Amazon Connect, and a Bring Your Own Carrier model.

    Connect Voice from a Partner Contact Center · Help navigation tree under Connect Voice from a Partner Contact Center: Set Up entries · Checked 2026-10-02
52. 52
    Salesforce Help provides separate troubleshooting articles for Salesforce Voice in general (service.voice_troubleshooting_tips.htm), for errors with telephony providers (service.voice_errors_reference.htm) and for Amazon Connect errors (service.voice_amazon_connect_errors_reference.htm), plus a health check setup article (service.voice_health_check.htm).

    Connect Voice from a Partner Contact Center · Help navigation tree: troubleshooting and health check entries · Checked 2026-10-02
53. 53
    The fix for an SSE block is to allow https://*.salesforce-scrt.com through the network, turn off malicious-download blocking in the proxy, and make sure the firewall or proxy does not block or inspect SSE traffic.

    Agent Unable to See Real-Time Messages / Transcription in Conversation Component for Enhanced Messaging Sessions / Voice Calls · Resolution: steps 1-3 · Checked 2026-10-02
54. 54
    When agents cannot see real-time transcription in the Conversation component of a voice call until they refresh, Salesforce attributes it to the Server-Sent Events connection being blocked by a firewall, a proxy or malicious-download blocking.

    Agent Unable to See Real-Time Messages / Transcription in Conversation Component for Enhanced Messaging Sessions / Voice Calls · Description; Cause · Checked 2026-10-02
55. 55
    To confirm an SSE block, open the browser Network tab, find the calls to salesforce-scrt.com, and check that both the authenticate call and the SSE call return status 200; pending or non-200 calls point to blocking.

    Agent Unable to See Real-Time Messages / Transcription in Conversation Component for Enhanced Messaging Sessions / Voice Calls · Resolution: verification steps · Checked 2026-10-02
56. 56
    In the sample, CORS must be enabled on any server that the Visualforce-hosted connector calls.

    scv-partner-telephony-quickstart · README: demo connector server setup · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Salesforce Service Cloud Voice with partner telephony. WarmTransfer. https://warmtransfer.net/knowledge/salesforce-service-cloud-voice-troubleshooting

@misc{warmtransfer-salesforce-service-cloud-voice-troubleshooting,
  title  = {Troubleshooting Salesforce Service Cloud Voice with partner telephony},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/salesforce-service-cloud-voice-troubleshooting},
  note   = {Verified 2026-10-02}
}