--- schema_version: "1" id: eceef534644b125c75ad28fb1976d98a3463b5cbda99b09ae065a5724de35355 title: Troubleshoot Error and Information Codes for Salesforce Voice collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_troubleshoot_error_info_code.md canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 5ff4db0bf56419dd11862117dc88c6c17522c21452871d86824f487e29f05c9d description: Check your softphone error message or information code against our reference list to see what action to take to make reps’ calls and the supervisor experience run smoothly. products: - Service Cloud - Digital Engagement release: "264" --- # Troubleshoot Error and Information Codes for Salesforce Voice Check your softphone error message or information code against our reference list to see what action to take to make reps’ calls and the supervisor experience run smoothly. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
Error and information codes fall into these ranges. - 1000 - 1999: Vendor Connector API failures - 2000 - 2999: Unexpected valid events for current state of the rep - 3000 - 3999: Unexpected valid events for current state of the call - 6000 - 6999: Channel readiness errors - 7000 - 7999: Connection status errors | Code | Description | Why this Appears | Action to Take | | --- | --- | --- | --- | | 1001 | We can’t log you in. Try refreshing your browser, or ask your Salesforce admin for help with code E-1001. | The connector setup couldn’t be completed. | Contact Salesforce support. | | 1002 | We couldn’t accept the call. Ask your Salesforce admin for help with code E-1002. | We failed to accept an incoming call. | Contact Salesforce support. | | 1003 | We couldn’t end your call. Try again or ask your Salesforce admin for help with code E-1003. | We failed to end an active call. | Contact Salesforce support. | | 1004 | We couldn’t mute your call. Try again or ask your Salesforce admin for help with code E-1004. | The mute state couldn’t be updated. | Contact Salesforce support. | | 1005 | We couldn’t unmute your call. Try again or ask your Salesforce admin for help with code E-1005. | The mute state couldn’t be updated. | Contact Salesforce support. | | 1006 | We couldn’t put your call on hold. Try again or ask your Salesforce admin for help with code E-1006. | The hold state couldn’t be updated. | Contact Salesforce support. | | 1007 | We couldn’t resume your call. Try again or ask your Salesforce admin for help with code E-1007. | The hold state couldn’t be updated. | Contact Salesforce support. | | 1008 | We couldn’t pause the recording. Try again or ask your Salesforce admin for help with code E-1008. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5 "Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions."). If call recording is enabled and the issue continues, contact Salesforce support. | | 1009 | We couldn’t resume the recording. Try again or ask your Salesforce admin for help with code E-1009. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5 "Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions."). If call recording is enabled and the issue continues, contact Salesforce support. | | 1010 | We couldn’t transfer you to your selected destination. Ask your Salesforce admin for help with code E-1010. | We failed to add a participant to a call as part of a transfer. | Contact Salesforce support. | | 1011 | We couldn’t add more participants. Try again or ask your Salesforce admin for help with code E-1011. | We failed to merge a participant into an ongoing call. | Contact Salesforce support. | | 1012 | We couldn’t complete your call. Check the phone number and try again, or ask your Salesforce admin for help with code E-1012. | We failed to initiate an outbound call. | Contact Salesforce support. | | 1013 | We couldn’t complete your call because Caller Line Identification doesn’t have an outbound number set. Ask your Salesforce admin for help with code E-1013 and try again. | The caller ID was missing for an outbound call. | Assign a valid 10-Digit Long Code (10DLC) phone number as the default Caller Line Identification (CLI) for outbound calls. See Set Number as Default Caller Line Identifier (CLI). | | 1020 | Emergency 911 calling isn’t set up. Ask your admin for help with code E-1014. | Emergency 911 calling service isn’t set up for Salesforce Voice in your Salesforce org. | To set up E911 service, follow directions in [Get E911 Compliant](https://help.salesforce.com/s/articleView?id=service.afcc_sv_e911_compliance.htm&release=264.0.0&type=5 "Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction."). | | 1021 | We’re having trouble with call monitoring right now. Try again or contact your Salesforce admin. | The call monitoring request wasn’t successful. This can happen if the call has already ended or if the supervisor is already on a call or already monitoring a call. | Ask the supervisor to make sure the call they want to monitor is still active. The supervisor should also leave any other active call or stop monitoring another call, then try again. | | 2001 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2001. | Work was assigned when the rep wasn’t in a Ready state. The connector wasn’t ready to accept a call. | If this issue happens repeatedly, contact Salesforce support. | | 2002 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2002. | Work was automatically accepted when a rep wasn’t in a Ready state. The call was then rejected. | If this issue happens repeatedly, contact Salesforce support. | | 6001 | We couldn’t load the Voice connector. You’re not listed as a contact center user, or there’s no Salesforce Voice channel. Ask your Salesforce admin for help with code E-6001. | There are configuration issues with Salesforce Voice. Specifically, there’s no voice channel set up for Salesforce Voice, or the rep doesn’t have the correct permission set assigned. | Check that there’s a Salesforce Voice channel. See [Create a PSTN Voice Channel in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5 "Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number."). Also check that you’ve assigned the [appropriate permission set](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5 "Use permission sets to control access to your Agentforce Contact Center.") to the user for Salesforce Voice. | | 6002 | We couldn’t load the Voice connector. We’re missing your consent that calls may be recorded and transcribed, and such calls, recordings and transcripts may be analyzed for quality or training purposes. Ask your Salesforce admin for help with code E-6002. | The rep hasn’t accepted a consent modal, so we can’t load Voice connector infrastructure. | Ask the rep to accept the consent modal when it shows up again. | | 6003 | We couldn’t load the Voice connector. There was an error opening GDPR consent modal. Ask your Salesforce admin for help with code E-6003. | An error prevented the consent modal from being shown to the rep. | Contact Salesforce support. | ## Information Codes | Code | Description | Why this Appears | Action to Take | | --- | --- | --- | --- | | 3001 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAssigned state. | Working as expected. No action needed. | | 3002 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAccepted state. | Working as expected. No action needed. | | 7001 | A network outage disconnected you from the call. We’re working to reconnect you. Code-7001. | A temporary network outage caused the rep to be disconnected from an active call. | Working as expected. Rep should wait until the call is reconnected. |