#Service Cloud Voice25 人がディスカッション中

I'm building a Service Cloud Voice for Partner Telephony POC but I'm having an issue now with the Decline Call event.

We have it configured with a Declined reason and everything but we are not seeing the Decline Call getting triggered at all, either from the connector or base connector.  

There is no decline event either on the agent debug log.

Any setting we might be missing ?

Hi all,

We are using Service Cloud Voice with partner telephony. Voice Calls show up in the activity timeline on Account and Contact records, which is good, but the entry only shows the Voice Call link, duration, date, day, related record and agent.

I want to show more detail there, ideally a call summary field so users can see what the call was about without opening every Voice Call record. 

Where is this controlled, and how do I add fields to it? Is it a compact layout, a page layout, something in the Lightning App Builder, or somewhere else entirely?  

I have not been able to work out which setting drives that entry. 

Also , we are retiring the Log a call task as part of migration hence that will be also be no longer available.

If this is not something you can configure, I would be glad to hear what others are doing instead on Account and Contact pages.

Thanks. 

#Service Cloud Voice  #Voice Call Record  #Salesforce Developer  #Salesforce Admin  #TrailblazerCommunity

Hi all,

We are using Service Cloud Voice with partner telephony. Voice Calls show up in the activity timeline on Account and Contact records, which is good, but the entry only shows the Voice Call link, duration, date, day, related record and agent.

I want to show more detail there, ideally a call summary field so users can see what the call was about without opening every Voice Call record. 

Where is this controlled, and how do I add fields to it? Is it a compact layout, a page layout, something in the Lightning App Builder, or somewhere else entirely?  

I have not been able to work out which setting drives that entry. 

Also , we are retiring the Log a call task as part of migration hence that will be also be no longer available.

If this is not something you can configure, I would be glad to hear what others are doing instead on Account and Contact pages.

Thanks. 

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