--- schema_version: "1" id: 7d798a8212fe2e305acae7f504bdfd8f12f02b2f48926199b31565bbb04349c4 title: Salesforce Voice with Telephony Providers collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_voice.md canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&release=260&type=5 source_site: help.salesforce.com content_type: documentation content_hash: a1337dc8298e68b25efe7d0e83e2a38ef7bb0f26fb82a97186bef70e8ca6c4b1 description: Explore the latest Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over the phone. products: - Cross Cloud Packages Solutions release: "260" --- # Salesforce Voice with Telephony Providers Explore the latest Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over the phone. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-salesforce_release_notes-260-0-0-production-enus/ba62a63b-6cd1-440e-8d24-e867afab0363/images/icon_note.png) Note Service Cloud Voice is now Salesforce Voice with Telephony Providers. While we’re tidying up our content to update the name everywhere, you will see the previous name until we replace it, including in the app itself. - **[Track Your Telephony Models with New Salesforce Voice Names](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scv_rename.htm&release=260&type=5)** As Service Cloud Voice becomes Salesforce Voice to take advantage of the latest AI innovations and capabilities, we are also renaming its underlying telephony models. We group these models as Salesforce Voice with Telephony Providers to distinguish them from our native Salesforce Voice. We have updated the name on the landing page, but updates to the UI and documentation are in progress. You still see the previous names in the app and documentation until we fully replace them. There's no setup required, and the updated names appear automatically as they roll out. - **[Get the Latest Amazon Connect Contact Center Version 20.1](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc20_1.htm&release=260&type=5)** Update your contact center to version 20.1 to unlock the latest Service Cloud Voice features. This version automatically refreshes JSON Web Tokens (JWTs) every five minutes to ensure uninterrupted transcriptions during long calls and provides optimized resource management during stack updates. You also gain improved security updates and advanced health diagnostics for your contact center environment. To test the updates before they go live in production, deploy them to your sandbox first. - **[Scale Your VoiceCall Object with More Custom Fields](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_customfield.htm&release=260&type=5)** For greater flexibility, the maximum number of custom fields for the standard VoiceCall object is increased to 300. This update improves data capacity and avoids the architectural complexity of creating custom objects or polling other standard objects to store voice-related data. - **[Manage Contact Center Groups and Queues in Bulk](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_bulk_queuegrps.htm&release=260&type=5)** Save time and reduce manual data entry when managing your contact center. Admins can now use the Bulk API to create contact center groups and queues in bulk. This enhancement improves admin efficiency, supports large contact centers, and enables more comprehensive data management. - **[Add Flexibility to Unified Routing Transfers by Routing Calls to a Flow](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_transfer_flow.htm&release=260&type=5)** Simplify the decision process for your reps by configuring voice call transfers with Omni-Channel Flows. This Omni-Channel Unified Routing enhancement unlocks more dynamic routing capabilities, allowing you to use complex business logic and skill-based criteria within a flow to determine the next transfer target. - **[Route Voicemails and Desk Phone Calls with Unified Routing](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_unifiedrouting_deskphn.htm&release=260&type=5)** Unified Routing now supports voicemails and desk phone calls. This feature reduces wait times, improves rep productivity, and provides an efficient Omni-Channel experience. You can use this feature only if your telephony provider supports it. - **[Minimize Abandoned Calls with Queued Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_callbacks.htm&release=260&type=5)** Respect customers’ time, save telephony minutes, and keep callers from abandoning their calls by giving them the option to request a callback without losing their place in a queue. When a rep accepts a contact request in Omni-Channel, an outbound call to the customer starts automatically. The initial inbound call, contact request, and outbound call are all linked for easy rep reference. This feature is available for contact centers using Omni-Channel Unified Routing. - **[Use Voicemail Drop for Outbound Calls (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicemail_drop.htm&release=260&type=5)** When an outbound call reaches voicemail, you can disconnect the call to automatically leave your default pre-recorded message. While the system plays the message, you can move on to your next task immediately, increasing your productivity. You can record multiple messages and select one as your default. - **[Link Voice Calls to Their Source Records Automatically](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicecall_link.htm&release=260&type=5)** When you initiate an outbound call by using Click-to-Dial from a custom object, or a contact role on a Case or Opportunity, the resulting VoiceCall record now automatically establishes a lookup relationship to the source record. This change removes the need for manual linking and reduces the need for customization with Flows or Apex triggers. Previously, this automatic linking was available only for Account, Case, Contact, Lead, Opportunity, CollectionPlan, and ContactRequest records. - **[Get Actionable Error Messages for Failed Outbound Calls](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_error_mes.htm&release=260&type=5)** When an outbound call fails to connect, reps now have descriptive and actionable error messages directly in the Omni-Channel widget, which helps them to take immediate corrective action. This feature improves rep productivity and helps increase successful call connection rates. - **[Get the Latest Enhancements for Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc_20.htm&release=260&type=5)** Update your contact center to version 20.0 to unlock the latest Service Cloud Voice features. This version introduces a Lambda layer for running service health checks, and contact flows and subflows for voicemail drop. To test the updates before they go live in production, deploy them to your sandbox first. - **[Update Your United States AWS Billing Address for Accurate Emergency Calling Fees](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_billingaddress.htm&release=260&type=5)** As of March 1, 2025, AWS charges emergency calling fees for Amazon Connect based on the subaccount billing address. By default, Salesforce uses its own address for Service Cloud Voice with Amazon Connect customers with companies in the United States. To ensure correct charges and compliance with local regulations, update your AWS account to reflect your company’s address instead. - **[Open CTI Is Scheduled for Retirement](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_opencti.htm&release=260&type=5)** Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. We recommend transitioning your telephony integration to Service Cloud Voice to take advantage of the latest telephony innovations and native AI capabilities.