* Service Cloud Voice *

Hi everyone, 

I wanted to ask if Salesforce Voice automatically associating Related Record field in Voice Call with the record you are displaying on screen is something standard from the Salesforce Voice package and if it is configurable in some way, deactivating it if possible. 

We have some custom processes that, for any type of Voice Call (Inbound, Outbound, Callback, etc.), search for any Contact or Lead that exists for the call's phone number and if any exist we fill the Related Record field on Voice Call with said records. Recently users have reported that when they are displaying another Contact or Lead on screen somehow this record ends up on the Related Record field of an unrelated call instead of the one found by our processes. We have debugged everything and we see that our flows do run and get the record correctly, but somehow get overridden by something. This something we suspect is something native from the Voice package. 

We have also tried to take control of this through the console workspace API but it is still happening. 

Does anybody have any info on this? Does this native functionality overriding our processes actually exist or have we just done this ourselves with our flows? 

Any help is welcome!

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

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?

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:

We have had several reports of agents having issues with the Omni channel call controls. These agents are actively answering calls via omni channel, but when voice call record opens and they try to reopen the omni channel widget to use the call controls the buttons/numbers are greyed out, and unclickable. They end up stuck with the caller on the phone but unable to transfer. 

Similarly, on occasions agents are able to make outbound calls via click to dial for known contacts but the keypad is greyed out/unclickable if they try to dial a number manually.

Has anyone else experienced similar issues? 

Thank You 

John

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 * 

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 *