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.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
- Service Cloud Voice with Partner Telephony (if the telephony provider supports it)
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.