#Service Cloud Voice21 debatiendo

Setup:

We have an Agentforce superagent with two connected subagents wired via connected_subagent blocks in the .agent file. Deployed on Service Cloud Voice (PSTN telephony channel).

Problem:

On every turn where the master agent routes to a connected subagent, the caller hears

What we tried:

• Setting loading_text to a custom string → that custom string gets spoken instead (confirms loading_text is read aloud on voice)
• Setting loading_text: "" (empty string) → platform still speaks "Collaborating with other agents" (empty string does not suppress the default)
• Omitting loading_text entirely → same default audio plays
• Adding outbound_filler_sentences to the modality voice block → no observed change to the connected subagent audio

Current workaround:

Set loading_text: "One moment." - replaces "Collaborating with other agents" with a shorter phrase, but doesn't eliminate the audio entirely.

What we want:

Either silence the audio completely between turns, or understand if there is a supported way to suppress the platform's default connected subagent filler on a voice channel.

Questions for the community:

1. Is there a way to fully silence loading_text on a voice channel (e.g., a single space, a special value)?
2. Does outbound_filler_sentences in modality voice affect connected subagent transitions, or only action calls?
3. Is this a known limitation of the superagent/connected subagent pattern on voice, and is there a workaround?

Some agents are getting sometimes the message 'Can't access object' when taking phone calls, they are still able to take the call but they can't see any of the call information in the omnichannel window, users should already have full permissions to access the Voice Call object so i'm not sure what could be causing this. 

We are using Genesys CX Cloud as the Telephony provider. 

Regards 

#Service Cloud Voice

*** Important Update to Amazon AI Features on your Salesforce Voice Account | Action may be required ***This is an important update regarding your Salesforce Voice environment and the proactive step we are taking to protect your account from unexpected billing charges.

What’s changed

As previously shared, Amazon, the underlying infrastructure provider for Salesforce Voice with Amazon Connect, recently introduced a new AI feature set: Amazon Connect Customer. This capability was deployed and enabled by default across all Salesforce Voice with Amazon Connect customer instances by Amazon.

What we're doing

Our priority remains transparency and ensuring that you only pay for services you actively choose to consume. Because this feature set was not included in your existing order form and is not part of the underlying product sold by Salesforce, we are proactively disabling additional AI features for Amazon Connect Customer across your account effective in the Winter ’27 release, which began on September 2, 2026. This change is rolling out across environments for Winter ’27, beginning with sandbox and moving through production.

Following the release, your account will have Amazon Connect Customer Basic functionality. We are taking this action to ensure you don’t incur unintended or unauthorized charges on your next billing cycle.

Your choice to opt in

Some organizations may want to leverage Amazon’s advanced AI capabilities to enhance their Salesforce Voice experience. You have full control to opt into AI features for Amazon Connect Customer if these fit your business needs. 

Please note that AI features for Amazon Connect Customer require a paid, usage-based add-on. If you choose to enable this add-on feature, usage for that add-on will be billed at 2.1× from the standard base rate. These charges originate from the underlying telephony provider's pricing and will be applied to your account in accordance with your agreement and the applicable rate card. By enabling the capability, you acknowledge and accept these charges.

To enable AI features for Amazon Connect Customer in Salesforce Voice with Amazon Connect, see a help article in an upcoming email communication prior to Winter ’27.

Billing acknowledgement: By choosing to manually enable this feature set, you are explicitly opting in to the service and agreeing to the associated 2.1x increase in usage costs.

SummaryWe apologize for any confusion caused by this upstream change from Amazon. We remain committed to ensuring that you have full control over your environment and your budget.

If you have any questions, require assistance assessing Amazon Connect Customer features, or want to discuss how this impacts your current configuration, please reach out to your Salesforce Account Executive or contact Salesforce Support. For additional information, review this Help Article.

Thank you for your continued partnership. 

#Service Cloud Voice

Hello Salesforce Trailblazer Community,

We are building a proof of concept for Salesforce Voice with Partner Telephony from Amazon Connect, using Omni-Channel Unified Routing

. However, contact center users cannot sign in to the Amazon Connect CCP through Salesforce SSO. 

1. Technical Scenario & Error

When a rep sets an Omni-Channel presence status that includes the phone channel, the status remains at "Connecting".

The following errors and behaviors occur:

• CCP: /ccp-v2 returns HTTP 401.
• SAML SSO: The request to /idp/login?app=... fails.
• Identity Provider Event Log: ErrorCode = NoAccess is recorded every time for the External Client App automatically created with the contact center.
• Inbound test call: VoiceCall and PendingServiceRouting records are created, but no AgentWork record is created, and the call is never offered to the rep.

2. Environment Details

ItemConfiguration

Org Type | Developer Edition 

Telephony Model | Salesforce Voice with Partner Telephony from Amazon Connect 

Amazon Connect | New instance created from contact center setup 

Routing | Enhanced Omni-Channel / Omni-Channel Unified Routing 

Error | IdpEventLog: ErrorCode = NoAccess 

SSO | SsoType = Saml, InitiatedBy = IdP

3. Troubleshooting Steps Taken

We have already tried the following:

1. Permission Sets and Licenses
   • Assigned Salesforce Voice Contact Center Admin (Partner Telephony) and Salesforce Voice Contact Center Rep (Partner Telephony) permission sets.
   • Assigned the Salesforce Voice User (Partner Telephony) permission set license.
2. Contact Center User
   • Added the user as a contact center user.
   • Removed and re-added the user after assigning the Rep permission set.
3. External Client App
   • Checked External Client App Manager.
   • The app is Managed, so its policies cannot be edited.
   • The app shows 0 permitted permission sets / profiles.
4. Additional Permission Sets
   • Checked Assigned Connected Apps in the permission set, but no apps are available to select.
   • Assigned the auto-created permission set PartnerTelephonyCustomPsl, with no change.
5. Identity Provider Settings
   • Changed Authenticate in to a new top-level window, with no change.
6. Contact Center Recreation
   • Recreated the contact center, but the same issue was reproduced.

4. Questions

1. How is access to this auto-created External Client App (SAML SSO) supposed to be granted to contact center users?
2. Is there a way to grant access manually, given that the app is Managed and no permission sets or profiles are permitted?
3. Is this a known limitation of Developer Edition orgs?

#Service Cloud Voice

We run Genesys Cloud CX with Salesforce Voice via the standard CX Cloud / Partner Telephony connector and want to pilot Agentforce Voice

on top of it. That connector only routes calls to a live agent in Omnichannel — there's no built-in option to send a call to a bot. 

On Genesys's side, an AI step before agent routing is normally done via a separate Architect bot flow (Call Audio Connector / Bot Connector action), which streams the live audio to an external WebSocket endpoint — that's how third-party voice AI vendors typically hook into CX Cloud. 

Our assumed architecture:

Inbound call → Genesys Architect flow
   ├─ Step 1: Call Audio Connector/Bot Connector action
   │           → streams audio to Agentforce Voice endpoint
   │           → (Genesys pauses here until the bot session ends)
   │
   └─ Step 2: based on exit outcome (resolved / escalation / timeout / error):
              → if resolved: end call
              → if escalation: fall through to existing CX Cloud
                agent-routing flow (skills-based routing → Salesforce agent)

Two questions for anyone who's actually done this: 

1. Is that architecture even valid, or does Agentforce Voice expect a different call flow entirely?
2. What is the "Agentforce Voice endpoint" concretely — is there a WebSocket/streaming URL Salesforce exposes per agent/org that Genesys can point Audio Connector at, or does it only work via the native Amazon Connect telephony path (i.e., no such endpoint exists for third-party CCaaS)?

On the Salesforce side, is the entry point still "Add Telephony connection to the agent" in Agent Builder, or something Partner-Telephony-specific?  

Pointers appreciated. Thanks, Mario