Salesforce Service Cloud Voice is a powerful solution that brings together telephony and CRM into one seamless platform. Below are some essential tips and techniques every admin or developer should know when working with Service Cloud Voice.
1. How to Troubleshoot Omni-Channel Login Issue in Service Cloud Voice?
If agents are facing issues with Omni-Channel login in Service Cloud Voice:
- Go to the Phone tab.
- After dialing input appears, click on the settings gear icon.
- Click “Download Agent Debug Information”.
- Open the downloaded logs and search for the keyword
"isError". - This will reveal the exact error message to help you troubleshoot effectively.
2. How to Get Conversation Entries for Voice Calls in Salesforce?
To fetch voice conversation data, you can use the following SOQL queries:
a) Query for ConversationEntry:
SELECT Id, ConversationEntityId, ConversationId, Seq, EntryTime, EntryTimeMilliSecs, EntryType, ActorType, ActorId, ActorName, Message, MessageStatus, MessageStatusCode, MessageSendTime, MessageDeliverTime, MessageReadTime, MessageIdentifier, HasAttachments, EntryEndTime, ClientTimestamp, ClientDuration, ServerReceivedTimestamp
FROM ConversationEntry
b) Query for VoiceCall:
SELECT Id, CallStartDateTime, CallEndDateTime, FromPhoneNumber, ToPhoneNumber, CallDurationInSeconds, VendorCallKey, Price, CurrencyCode, CallDisposition, CallType, VendorParentCallKey, UserId, RelatedRecordId, VendorType, ConferenceKey, CallRecordingId, CallerIdType, IsRecorded, CallerId, RecipientId, PreviousCallId, NextCallId, CallAcceptDateTime, CallQueuedDateTime, CallCenterId, ConversationId, Description, CallResolution, CustomerHoldDuration, LongestHoldDuration, NumberOfHolds, QueueName, ActivityId, CallConnectDateTime, MediaProviderId, SourceType, EndUserId, QualityScore, CallOrigin, DisconnectReason, CallSubtype, CallStatus
FROM VoiceCall
API Method (Connect API):
GET /connect/conversation/{conversationIdentifier}/entries
Reference:
👉 Salesforce Developer Guide – Connect API Conversation Entries
3. Executing SOQL from AWS InvokeSalesforceRestAPIFunction Lambda
To query Salesforce from AWS Lambda:
- Create an SSL certificate using OpenSSL.
- Create a Salesforce Connected App and upload the certificate.
- In AWS Console:
- Go to Lambda > Functions > Your Contact Centre Function.
- Set environment variables as per Salesforce connection requirements.
4. How to Set Up Quick Connects in Service Cloud Voice
To configure Quick Connects:
- In Salesforce Setup → search for Amazon Contact Center.
- Click Telephony Provider Settings.
- In Amazon Connect Console → go to Routing > Quick Connects.
- Add the necessary Quick Connect (User or Queue).
5. Changing Omni-Channel Audio in Service Cloud Voice
There are two ways to change the incoming audio tone for agents:
Option A:
- Upload your custom audio file to Static Resources.
- Go to Service Channels → under Audio Settings, enable “Override agents’ audio settings”, and select your audio file.
Option B:
- In Presence Configuration, look for the same Audio Settings option.
- Configure it based on your use case or team preferences.
6. “Create Contact Center” Button Disabled? Here’s What to Check
If you’re unable to click the “Create Contact Center” button:
- Ensure the user has the Permission Set:
Contact Center Admin. - Assign the Permission Set License:
Service Cloud Voice User.
Once both are assigned, the button should be enabled.
Conclusion:
Salesforce Service Cloud Voice simplifies agent experience by tightly integrating telephony with CRM, but proper setup and troubleshooting knowledge is essential for smooth operations. Bookmark this post for quick reference when managing Service Cloud Voice environments.