---
schema_version: "1"
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title: Stabilize Rep Experience by Preventing Calls Before Reps Are Ready
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_voice_connector_readiness.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_connector_readiness.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7ba02be8028f49eca2dd20fbd465bbba33c0d68367402a0ca5c4df116ffee711
description: Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.
products:
  - Cross Cloud
release: "262"
---
# Stabilize Rep Experience by Preventing Calls Before Reps Are Ready

Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.

**Where:** This change is available in Salesforce orgs with these [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).

- Salesforce Voice (Native Telephony)
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

[View supported editions for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US).

**How:** There are two levels of validation, a Voice connector readiness check and a base-level check.

- The **Voice connector readiness check** is a system validation that waits for SSO and Voice connector loading. It is on by default for Salesforce Voice (Native Telephony) and contact centers with Omni-Channel Unified Routing and can’t be turned off. For Amazon contact centers with blended routing (where a partner routes calls while Omni-Channel routes other work such as cases), turn on the Voice Connector Readiness Check setting in Contact Center Details. Other partner contact centers with blended routing can’t currently opt into this check.
- The **base-level check** is new by default in Summer ‘26. This check is for all contact centers with Salesforce Voice, regardless of telephony model. If this check fails, reps can’t switch to voice or blended presence statuses. For Salesforce Voice (Native Telephony), the base-level check makes sure that reps have appropriate permission sets assigned and that there’s a voice channel set up for Salesforce Voice. For Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect, the base-level check makes sure that reps have appropriate permission sets assigned and are users in a contact center.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/images/icon_note.png)

Note If unintended Voice connection errors appear in your console, review the presence configuration mapping for reps. See the Salesforce Knowledge Article: [Validate Readiness for Omni-Channel Voice and Blended Presence Status](https://help.salesforce.com/s/articleView?id=005318906&language=en_US&type=1).

![Omni-Channel showing still connecting, successfully connected, and a failure state.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_voice_connector_readiness.png)

#### See Also

- [_Salesforce Help_: Prevent Reps from Receiving Calls until SSO is Complete](https://help.salesforce.com/s/articleView?id=service.voice_connector_readiness.htm&language=en_US)
- [_Salesforce Help_: Troubleshoot Salesforce Voice, How Do I Troubleshoot Omni-Channel Login and SSO Issues section](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&language=en_US)
- [_Salesforce Knowledge Article_: Validate Readiness for Omni-Channel Voice and Blended Presence Status](https://help.salesforce.com/s/articleView?id=005318906&type=1&language=en_US)
- [Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&language=en_US)