Omni-Channel Raise Flag in Salesforce Service Cloud Voice
Raise Flag in Salesforce Omni-Channel feature will help an agent to send a request for help (raise a flag) to a supervisor. 1. In an active Voice Call, agent can ....
Tag: Salesforce Service Cloud Voice
Salesforce Service Cloud Voice Outbound Call Exception
Salesforce Service Cloud Voice Outbound Call Exception "We can't complete the call. Check the phone number and try again." occurs when the Queue's Outbound caller ID number and Outbound whisper flow ....
How to setup Quick Connects in Salesforce Service Cloud Voice?
1. Go to Quick connects in Amazon Connect. 2. Click Add New button to add Quick Connects in Amazon Connect. 3. Edit the Queue in Amazon Connect and add the ....
How to find which agents missed the Salesforce Voice Calls?
To know about Missed Calls in Salesforce Voice Cloud, check the following link https://www.infallibletechie.com/2021/05/missed-call-in-salesforce-service-cloud.html SOQL: SELECT Id, WorkItemId, User.Name, AssignedDateTime FROM AgentWork WHERE Status = 'Unavailable' https://youtu.be/MSx-kpwmvs8
Salesforce Service Cloud Voice Omni-Channel Telephone Provider Login Exception
We couldn’t sign you in to the telephone provider. Try again, or ask your Salesforce admin for help. Exception in Salesforce Service Cloud Voice can occur if 1. The My ....
Maximum number of Contact Center exception in Salesforce Service Cloud Voice
If you face the following exception while creating Contact Center, delete the unused Contact Center in AWS Console. We couldn’t create your "Service Cloud Voice ZYX" contact center because you’ve ....
Spam Risk or Telemarketer labels while receiving calls Salesforce Voice Cloud
Please check how to avoid labels like "spam" and "telemarketer" section in the following Reference Article from AWS. Reference Article: https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html By registering the number, we can avoid Spam Risk ....
Contact Selection in Salesforce Voice Call Record
1. Check whether you are using Custom field or standard Contact field. 2. If you are using Standard Contact field(CallerId), check the following in Related Record Configuration on the Lightning ....
How to get Conversation Entries for Voice Call in Salesforce Service Cloud Voice?
ConversationEntry contains the conversation between the agent and the customer. SOQL and Connect API can be used to get Conversation Entries for a Voice Call record in Salesforce. Sample Voice Call ....
How to find whether the Voice Call was routed to a different user before the current User in Salesforce Service Cloud Voice?
When the Voice Call is routed from one agent to another agent in Salesforce, there will be an entry in AgentWork entity. Check the following example. The Voice call was ....