* Service Cloud Voice *

I am using Service Cloud Voice with Partner Telephony from Amazon Connect. 

As supervisor I am able to do 'Listen In' however I do not see any control for Barge In, nowhere found any documentation how that control will look like. Is it possible to do Barge In through Omni-Supervisor in SFDC? 

When I use Amazon Connect CCP, for the same supervisor I can see the "Barge In" but not in SFDC. 

My User Experience is as follows  

a) CSR gets a call via Genesys  

b) Upon picking the call CSR lands on the person account page  

c) As as the call is progressing, the CSR opens a case and starts documenting the details  

d) I have also enabled the Voice Call Summary in the work summary settings 

e) Upon conclusion of the call I want the Einstein Call Summary to be populated in a field on the case, thus saving time for the CSR. 

f) CSR review the summary and makes updates as needed and saves the case. 

The setup instructions aren't very clear on how to do this. The Default setup has instructions on setting this up in the Voice Call record page, which is not my users want. Thanks for your help.

@* Service Cloud Voice *

We have set up organization-wide sharing for Voice Calls, allowing every agent and supervisor to access Voice Call records. However, we would like to hide the recording component and conversation component for users who are not the record owner, while still allowing supervisors to access them. Is there any setting or workaround to achieve this?

On 15th Feb, we are facing below  issues related service voice calls in production:  For outbound call ,the call showing in progress is a system issue as this call is from Feb 15 – almost 2 weeks ago – the call didn’t complete on the agents end – it would not ring through to the customer.    We need to find out why this call did not ring through and is not completed.    Is it due to spring'25 release?

@* Service Cloud Voice * 

We have a client that is live with Service Cloud Voice and is using approximately 10 lines for their contact center.  They want to add an additional 35 lines to the configuration.  From what I am reading on AWS that seems like a larger volume than normal.  Does any have experience with requesting this many lines and the impact on the contact center?

@* Service Cloud * 

For our Lightning integration we've got a Utility item of type 'Open CTI Softphone' and we want to allow video calls and copy pasting functionality within the iframe. However we seem to be missing the parameters within the iframe allow="camera" and allow="clipboard-read; clipboard-write" to allow us to do this.

Is there a method to get this to work? Thanks.

@* Service Cloud Voice *  @* Salesforce Developers * 

@* Service Cloud Voice *

Every time we change someone’s group in Omni-Supervisor, they are required to accept the change by going offline and then back to available, and an email notification is also sent. We do not want this to happen—we want the change to take effect automatically without requiring the agent to accept it.

Is there a way to modify this behavior?

I am using the "Check Availability for Routing" element in an Omni Flow to check an agent's (not a queue's) availability to route incoming Voice Calls. I am using the default variables for "estimated wait time", "number of online agents", and "number of queued work items". I am not manually assigning variables. Following the "check" element is a Decision element with two outcomes: 1) route to the Agent (if available, based on criteria from the "check" element") or 2) route to a backup queue (if the agent does not meet the criteria).

The desired behavior is that if the Agent is not immediately available to accept the call, the call should route to the backup queue. 

In the Decision's "route to the Agent" first outcome, I'm checking that "onlineAgentsCount" equals "1" to determine if the agent is "available" in Omni-Channel. That works fine. The trouble is  also determining if the agent is "available now to answer a call / not busy or on a current call". I have tried using the other "check" element outcomes, but none have worked as expected.

The other "check" element outcomes are:

• Number of Queued Work Items: Documentation (link) says that "queueSize" indicates "If you route to an agent, this value is the number of PSRs directly assigned to the agent without a fallback queue." Since the agent is already on an active call, the PSR (Pending Service Request) no longer exists. So this won't indicate if the agent is currently on a call.
• Estimated Wait Time (in seconds): Documentation (link) mentions estimate wait time for queues, not specific agents. I've tested using this outcome, and trying to route a call to an agent that is on a current call (sometimes when on a call that has lasted several minutes, which I would think would result in some wait time). The Flow's output for that variable is "0" no matter what - whether the agent is on a call or not. Does "Estimate Wait Time" calculate when checking an agent's availability ... using SCV?

I want to use the ContactLensConsumerFunction and ContactLensProcessorFunction Service Cloud for Voice Lambda functions. These Lambda functions process data generated by the Amazon Contact Lens feature. Also, To be able to capture live transcript, I am creating voice call record in Salesforce using the InvokeTelephonyIntegrationApiFunction Lambda Function and nowI want to Invoke kvsConsumerTrigger Lambda Function to start real-time transcription. This Lambda function will trigger the kvsTranscriber lambda function (which performs the job of transcribing). I am not sure how to invoke kvsConsumerTrigger, any leads would be helpful?

Omni channel presence status of "Available for voice" is not shown in the standard application, so we have to go for console application, Is there any other way to do outbound/inbound calls in salesforce, other than omni channel?