* Service Cloud Voice *

We are using Salesforce Voice with Genesys CX and we currently have around 100 agents in our Production environment taking incoming calls daily. 

Since the first day we implemented the SCV connector in our org we had agents complaining about not hearing any type of ringtone or any audio coming out of Salesforce, we have since modified the audio settings in the Presence Configuration and the phone Service Channel but there are agents that to this day are still reporting daily that they cannot hear any ringtone. We also have instructed the agents how to configure their audio settings both on the Omni-Channel and on the browser (Google Chrome). Since it isn't every user and it looks like it isn't every call as well, we are a bit puzzled with this issue because we cannot find out any difference between users as they have the same permissions or between the calls as every call is type Incoming. 

I was reading some other posts in this group and looks like some other partners are facing similar issues, can someone shed light on this problem we are facing? 

Thanks in advance.

We just recently move to Natterbox and Service Cloud Voice for our telephony. For the past few months we noticed that randomly there are no voice call pop up or agent work record created for outbound calls. Any thoughts what is the root cause of the issue. What makes the issue to investigate is it does not happen everyday to a single user

 We are using Salesforce Contact Center with Amazon Connect (SCCAC) through Amazon Connect Partner Telephony. We need to display Amazon Connect real-time and historical metrics

 (such as Agent Status, Queue Metrics, Calls Handled, Abandoned Calls, and Average Handle Time) in Salesforce Reports and Dashboards.  

Is there any feasibility that report can be get from the amazon connect configuring the Dashboard & Reports of Salesforce Contact Center with Amazon Connect (SCCAC).

 please share any official documentation or configuration steps for this setup?  

Please mention that it is possible or not possible without  custom integration using Amazon Connect Metrics API  

 If custom integration is needed, please provide the recommended approach or reference architecture.  

@* Service Cloud Voice * 

• We currently do all our call routing in Amazon Connect contact flows, and we do not have our queues mapped/synced between Amazon and Salesforce. Does this mean that we can't take advantage of the  Wallboard and Queues Backlog features? 
• When I look at the Wallboard in Command Center, there isn't much useful information. For instance, I don't see anything in Wait Time section. 
• In Queues Backlog, it doesn't show any queues. Is this because it only shows queues that are defined in Salesforce and synced to Amazon? 

If we need to make adjustments to sync the queues and switch to omni-channel routing, we can do that. I just want to understand what we're missing and what's needed.

Any guidance would be appreciated!

Hi, our team recently upgraded the Amazon Connect CTI adapter with the intention of moving to Service Cloud Voice.  Can we run some agents through the CTI adapter at the same time as running others through to Service Cloud Voice?  

We keep reading that it can be done, but no-one has offered how.  If it can, where do we start?

In the SCCAC contact center, currently I am using  {contactcenterid}-kvsTranscriber lambda to update the Bot- customer conversation in connect flow to salesforce Voice call - Enhanced conversation (Standard lightning component).

• This method uses the kinesis to get the Bot- customer conversation and update in Voice call - Enhanced conversation 

But I want to get Bot-customer conversation from listspans API and update the Voice call - Enhanced conversation (Standard lightning component) 

I found that the request can able to update: 

await axios.post( SF_TRANSCRIPT_API, payload, { headers: { Authorization: token } });

If the above is true, please help to get,

• structure of conversation(payload)
• API to update Enhanced conversation(where to find SF_TRANSCRIPT_API)

Also, help me to find that there is any other method to achieve this.  

#Service Cloud Voice

Some of our staff are still using Zoom voice, and we'd like our customer service rep to be able to transfer a call to someone using the recipient's Zoom voice number (we understand the transcript/recording would be cut off at that point), however I'm not sure how to access the dial pad during transfer to be able to transfer the call.  We are using Salesforce Voice on Hyperforce, (not Salesforce connect).  Any support/insights would be appreciated!

Hi Community,

I’m hoping someone might have insight into an issue we’ve been dealing with. We have one user who’s consistently running into problems with Genesys in Salesforce either their call transcripts don’t load properly, or their calls drop unexpectedly.   

They’re using Chrome, which is the standard browser for our environment, so switching browsers isn’t an option. What’s puzzling is that this seems to be isolated to just this one person.

We’ve reached out to our Genesys support team, but unfortunately, the issue keeps getting bounced back and forth without a clear resolution. Has anyone seen something similar or know of any known issues that could cause this?   

Any suggestions or guidance would be really appreciated!

Thanks,   Jeremy   

@* Service Cloud *  @* Service Cloud Voice * 

I created an Agentforce Voice Agent and added the related Service Cloud Voice license/permission sets, but when I go to Setup, I don’t see the Telephony option when creating a new connection. Where did I go wrong?