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주제#Service Cloud Voice

#Service Cloud Voice토론 중인 항목 30개

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Anthony Tretz (VISEO Solution Architect - AI Specialist)
8월 6일 오전 9:25
Service cloud voice call center mass assignement

Hello,  

I am wondering if there is a way to mass assign Service cloud Voice call center on the user ? today i have to go in the setup in the section "Partnet telephony call center" and add manually Users (Max 100 users selectable)  

  

thank you 

 

#Service Cloud Voice

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  1. Sushil Kumar (UKG) Forum Ambassador
    8월 6일 오전 9:52
    I have not worked with SCV. But in general, call center assignment is done via a field on user record. There is a field on user record called call center. You should be able to data load into that field. You can check on existing records where you already added call center if the value is present.
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David Stevens (fluent:cx Senior Architect) 님이 * Service Cloud Voice *에 질문했습니다
3월 2일 오후 5:45
Unified Routing transfer options

I'm testing Unified Routing in an SDO (AWS). I've read this article about transfers. 

https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer_destination.htm&type=5

 

 

I can see the list of transfer destinations has changed and flows are no longer there. Only being able to transfer to queues and profiles seems limited. Transfer to queues seems redundant as the Unified Routing guide recommends using a single holding queue. 

 

Without flows, how can you transfer and still make routing decisions to reskill?

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  1. Valentina Volpe (Pwc)
    8월 6일 오전 8:51

    Hello @David Stevens  thank you for the response. However, it doesn't fully add up for me, because in AWS I have the ability to create different types of quick transfers, such as to a queue or a user. On the other hand, with Unified Routing and enabling a single contact flow, you can define the target dynamically within the flow, but the agent's input is not as flexible. In contrast, with Quick Connect, I see more flexibility on that side. 

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Laura Messier (Ingenious Med Admin) 님이 * Service Cloud Voice *에 질문했습니다
7월 28일 오후 1:31
Contact Center v21.1 Release Notes?

Has anyone found the release changes for contact center upgrade version 21.1? I'd like to get rid of the annoying orange bar on my screens but I'm not deploying unspecified changes.  

 

The documentation only shows v20.0:

https://help.salesforce.com/s/articleView?id=service.voice_cc21.htm&type=5

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  1. Brandon Messick (Crestron Electronics)
    7월 28일 오후 2:22

    I was informed that official Contact Center v21.1 release notes are expected to be published after August 5, 5:00 PM PST

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Sofia Vasquez (DX Foundation People Operations Specialist) 님이 #Manufacturing Cloud에 글을 올렸습니다
4월 21일 오후 11:37

📢We're looking for a Remote Salesforce professionals!

 

Hello everyone, I wanted to share the following remote job openings at DX Foundation:  

Salesforce Solutions Architect ( #Manufacturing Cloud and #Agentforce) - Contractor (Remote)

 

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Solutions Architect ( #Service Cloud Voice) - Contractor (Remote)

 

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#Jobs #Open Jobs #Remote

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Ting-Yan (Roy) Huang (Diabsolut Solution Consultant)
7월 10일 오후 5:56
Creating a Service Cloud Voice Demo

Hello im trying to create a Demo org using Partner SDO to generate a Agentforce Voice Demo.    Is that possible with a Partner SDO org?   

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  1. Sai T (Raleigh Developer Group)
    7월 28일 오후 3:51

    @Ting-Yan (Roy) Huang

     

     

    Yes, a

    Partner Developer Org (PDO/SDO) can be used to explore and demonstrate many Salesforce features, but Service Cloud Voice and Agentforce Voice have specific licensing, feature enablement, and telephony requirements. So, simply having a Partner SDO may not be enough to create a fully functional Agentforce Voice demo.

    For a proper Service Cloud Voice / Agentforce Voice demo, you may need an org with the required Voice licenses and supported telephony integration, along with the relevant features enabled by Salesforce.

    If the goal is specifically to build a demo for a partner presentation, I would recommend checking with your Salesforce Partner/AE or Salesforce Partner Community team to see whether a special demo org or preconfigured environment is available for your use case.

    Hope this helps!

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Osman Rehman 님이 * Service Cloud Voice *에 질문했습니다
6월 25일 오후 12:58
Need help! Service cloud Voice/AWS Agents receiving inbound calls, clicking on accept but the call doesn't connect?

We have agents reporting that when an inbound call comes in and the agent clicks accept, the call does not accept and then gets routed to another agent, and the original agent automatically goes offline. 

 

@* Service Cloud Voice * 

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  1. Shivam Kalani (Sp Tech)
    7월 24일 오전 11:46

    HI @Osman Rehman , This can also happen if unified routing is enabled but not configured properly. If you have unified routing enabled in your contact center, make sure it's disabled unless it's fully set up. Also, when agents mark themselves online, tell them to wait until the dialpad's input bar becomes editable (you can actually type a number into it). There's usually a lag between marking yourself online and the dialpad actually going live,  that moment when the dialpad becomes editable is when you're actually online. 

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Abdul Kaiyum Mastan (Ashapura Softech Salesforce Developer) 님이 * Service Cloud *에 질문했습니다
7월 15일 오후 2:41
Implementing Call Transfer in Salesforce Service Cloud Voice with Amazon Connect

Hi everyone,  I'm working on a Salesforce Service Cloud Voice implementation integrated with Amazon Connect.  I need to implement a call transfer feature and would like to understand the recommended approach.  My questions are

  • What is the standard way to implement call transfer in a Salesforce Service Cloud Voice + Amazon Connect setup?
  • Is the transfer handled primarily through Amazon Connect side, Salesforce, or a combination of both?
  • Are there any best practices anyone recommend for implementing agent-to-agent or queue transfers?
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  1. Lakshmi Achary (Salesforce)
    7월 20일 오전 1:33
    Hi @Abdul Kaiyum Mastan

    In Salesforce Voice with Amazon Connect, call transfer is a combination of Salesforce and Amazon Connect rather than being owned entirely by one platform.

    Amazon Connect remains the underlying telephony engine and performs the actual voice-leg, conference, and transfer operations. On the Amazon side, transfers are generally supported through transfer flows, working queues, and Quick Connects for agents, queues, or external phone numbers.

    However, when Omni-Channel Unified Routing is enabled, Salesforce can handle the last-mile routing decision. From the Salesforce transfer experience, an agent can transfer the call to another agent, a queue, or an Omni-Channel flow. Transferring to an Omni-Channel flow is useful when the destination must be selected dynamically based on skills, agent availability, language, customer tier, case attributes, or other Salesforce data.

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Benjamin Bollaert
7월 16일 오전 11:59
Activate "Partner Telephony Contact Centers" in my Developer Edition instance

Hello,

I have a Developer Edition instance that has been active for many years, and I would like to test Service Cloud Voice with the Webex Contact Center solution. A prerequisite is missing, namely a Service Cloud Voice User (Partner Telephony) license in my org, as my Developer Edition is apparently "too old." Would it nevertheless be possible to enable it somehow, in order to avoid having to rebuild everything in a new org? Thank you!

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Naveen Kumar S 님이 * Service Cloud Voice *에 질문했습니다
5월 14일 오전 9:58
Caller Name Not Showing During Incoming Calls in SCC-AC

We are facing an issue in the Salesforce Service Cloud Voice SCC-AC integration where the caller name is not displayed during incoming calls.

Current behavior:

  • During the incoming call popup, only the phone number is displayed.
  • The caller/contact name is not shown in real time.
  • After the call ends, the VoiceCall record gets linked correctly to the Contact record.

Configuration already completed:

  • Enabled “Match Callers to End User Records” in Partner Telephony Setup.
  • Caller phone numbers are available in Salesforce records.
  • VoiceCall records are getting created successfully.

Expected behavior:

  • Caller name should appear during the incoming call itself instead of showing only the phone number.

 

Caller Name Not Showing During Incoming Calls in SCC-AC

Please assist with the required configuration changes or troubleshooting steps get the contact's name while incoming calls.

Thanks.

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  1. Ashley Gray (Salesforce)
    7월 16일 오전 11:51

    If you're comparing different Salesforce CTI implementations, it can also be useful to see how other solutions handle real-time caller identification during screen pops. I came across 360 CTI

    while researching similar use cases: 

    https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HEVm1UAH 

    Out of curiosity, are you using the native Salesforce Voice connector with Amazon Connect, or a partner telephony integration? 

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Rick Waller (Shure Inc Customer Success Manager)
2024년 9월 10일 오후 4:00
Hearing two ring tones in SCV

We use Service Cloud Voice connected to Talkdesk. When a call comes in, we hear the default Omnichannel ringtone played, but at the  same time there is a second ring tone that goes "Doo-Dee-Doo" playing. We just can't figure out where that second ringtone is coming from. If we change our audio settings to take a call on a headset and have the Ringer Output go to our computer speakers, then the default omnichannel ringtone goes to the computer speakers and the Doo-Dee-Doo ringtone goes to the headset. 

 

This happens in both Chrome and Edge, so doesn't seem to be browser related. It happens in both our stage and prod environments. It happens to agents with different profiles. If I change the default ringtone in "Service Channels" or "Presence Settings", the default ringtone is replaced, but the Doo-Dee-Doo ringtone will still play at the same time as the custom ringtone.

 

Anyone else heard this Doo-Dee-Doo ringtone playing at the same time as the default Omni ring tone?

@* Service Cloud Voice * 

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  1. Will Moeller (Ace Hardware Corporation)
    7월 14일 오후 12:11

    @Rick Waller

    when you figured out the issue were you able to surpress one?  

     

    We are experiencing the same double tone with SCV and Five9 as our BYOT vendor. We have gotten the terminal answer of "it is a limitation" from Five9 who reports talking to the Salesforce product team. 

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