---
schema_version: "1"
id: bc95fbf74421dc4018a84d249819717f97a78e84ac7386217b4f6d00f7926db3
title: Salesforce Voice Limits and Limitations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 94d2d317215023d1ed5ec213621fb76a944e90eb67eccd222fa0347299c80a42
description: Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Salesforce Voice Limits and Limitations

Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

- **[General Limitations for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)**  
    These limitations apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models, unless specified otherwise.
- **[Limitations of Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)**  
    These limitations apply to customers using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect.
- **[Limitations of Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)**  
    These limitations apply to customers using Salesforce Voice with Partner Telephony.
- **[Rate Limits for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)**  
    These per org limits apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models.

## General Limitations for Salesforce Voice

These limitations apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models, unless specified otherwise.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:21.14164904862579%">
            <col style="width:78.8583509513742%">
          </colgroup>
          <tbody>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Feature Availability</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Voice is available only in Lightning Experience.</li>

                  <li>Voice is supported on Agentforce Service (formerly Service Cloud) and Agentforce Sales
                    (formerly Sales Cloud) as an add-on license.</li>

                  <li>Voice isn’t supported on Salesforce Mobile or iPad.</li>

                  <li>Telephony is highly regulated, so check with your Salesforce representative about the
                    availability of Voice in your region. </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Voicemails don’t trigger After Conversation Work (ACW) because they are treated as
                completed calls. The voicemail tab remains active and continues consuming rep capacity until
                the rep manually closes the voice call tab.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Call Recordings</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>If a service rep pauses a call that is being recorded and refreshes the page, the
                    <strong class="uicontrol">Record</strong> button’s appearance doesn’t change, but the call is no
                    longer being recorded. The rep must click <strong class="uicontrol">Record</strong> to continue
                    recording the call.
                  </li>

                  <li>Only the owner of a Voice Call Recording record can listen to the recording. To let
                    supervisors listen to call recordings, set up a role hierarchy where the support supervisor
                    is above the owner of the Voice Call Recording record.</li>

                  <li>For Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, if Automated Interaction Logs are enabled in the Set
                    Recording and Analytics Behavior flow block in Amazon Connect, the call duration
                    incorrectly shows 0 for calls with IVR recordings that aren’t handled by reps and the media
                    player’s fast forward and skip controls don’t work while playing the call recordings.</li>

                  <li>If Universal Call Recording Access is enabled, users who aren’t part of the contact
                    center can hear unredacted recordings. See <a href="https://issues.salesforce.com/issue/a02Ka00000eNxZYIA0/for-service-cloud-voice--salesforce-users-who-are-not-added-to-call-center-are-able-to-listen-to-un-redacted-call-recordings" target="_blank">this known issue</a>.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Multiparty and Consult Calls</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>For Salesforce Voice with Partner Telephony, one call can include up to six
                    participants in a multiparty (conference) call, including a rep and customer. Additionally,
                    a supervisor can barge in or listen in. A rep can start a consult call during an active
                    multiparty call. For more limitations and considerations see the Salesforce Voice with Partner
                    Telephony Developer Guide:
                    <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_multiparty_consult_calls.htm" target="_blank">Manage Multiparty Calls and Consult Calls</a>.
                  </li>

                  <li>For Amazon Connect, one call can include up to three active participants. Additionally, a
                    supervisor can listen in. For example, a service rep speaking with a
                    customer can add one more participant to a call. A rep can only add one caller at a time. If
                    there’s an ongoing transfer, even if the primary call ends, a rep can’t add more callers.
                    If multiparty calls are enabled in Amazon Connect, when a call is
                    transferred, the X button for the third-party (rep) connection is disabled. To end a call,
                    click <strong class="uicontrol">End Call</strong> or <strong class="uicontrol">Leave Call</strong>.
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Contact Centers</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <span>Users can be added to only one contact center.
                </span>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Sales Engagement Integration</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">If you use Salesforce Voice with Sales Engagement, use the Omni-Channel utility
                instead of the Dialer softphone utility to make and receive calls. Add the Omni-Channel
                utility to the console footer and remove the Dialer softphone utility.
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">When a supervisor opens a transcript in Command Center for Service after a call has ended, the
                transcript can be empty. It can take up to 10 minutes after the call ends before the
                transcript is displayed.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Call transcription is generated in real time during the call, and the transcript appears
                    in the Conversation component on the Voice Call record page. After the call ends, the
                    Conversation component is temporarily empty for a few minutes. To see the transcript,
                    refresh the page. </li>

                  <li>
                    <span>During a call, real-time call transcriptions are
                      visible to all reps who are on the call. After a call ends, the transcript’s visibility
                      is controlled by sharing rules.</span>
                  </li>

                  <li>To bring transcripts into closed conversations, use <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Connect REST API</a>. When you’re using <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_voicecalls_update.htm" target="_blank">Telephony API</a>, transcripts sent after a conversation
                    is closed aren’t automatically associated with the Voice Call record and don’t appear in
                    the Enhanced Conversation component.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Respect Rep Capacity</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>A situation can occur with Respect Rep Capacity turned on and reps in a blended queue
                    with voice calls and other work items like cases or messaging sessions. If other work items
                    are routed with Omni-Channel and voice calls are routed with external routing or blended
                    routing, work items routed with Omni-Channel are assigned first. Voice calls are assigned
                    only if a rep has completed all other assigned work items. To deal with this situation,
                    reps should temporarily switch to Available for Voice presence status in Omni-Channel to
                    take a call. Admins should consider using Omni-Channel Unified Routing so that Omni-Channel
                    routes all work items, including voice calls.</li>

                  <li>When Respect Rep Capacity is enabled and voicemails are routed using the Least Active or
                    Most Available routing models with tab-based capacity, the rep’s capacity is consumed as
                    long as the voicemail tab is open. To free up capacity and allow the rep to receive new
                    incoming calls, the rep must manually close the voicemail tab. If the tab remains open,
                    Omni-Channel will decline all new incoming calls because the rep’s capacity is fully
                    utilized.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Softphone Utility</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Salesforce Voice is designed to use the Omni-Channel utility to answer and make
                    calls. Don’t use other softphone utilities, including utilities for Dialer or Open CTI,
                    with the Omni-Channel utility in the same Lightning Service Console app.
                  </li>

                  <li>Reps must only have one softphone initialized at a time. If changing their work
                    environment from one device to another, reps should log out of Omni-Channel by updating
                    their presence status. They must also close browser tabs containing the Omni Widget or log
                    out of Salesforce before accessing the phone on the Omni-Channel utility on a different
                    device.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Storage Usage</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Voice call records and transcripts don’t count towards your Salesforce org’s storage
                limits and usage calculations. </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Voice Call Record Page and Lightning Web Components</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>
                    <span>By default, the Voice Call tab that shows the Voice Call list
                      view is hidden. Add the Voice Call tab to your console so reps can view Voice Call
                      records. Reps can’t edit standard Voice Call list views, but with the right permissions
                      they can clone and update list views with list view controls.
                    </span>
                  </li>

                  <li>When you create custom fields, the setting <samp class="parmname">Always require a value in this
                      field in order to save a record</samp> isn’t supported. </li>

                  <li>
                    <span>When a rep opens duplicate browser tabs
                      during a call, the behavior of the Call Controls component and Conversation component on
                      the Voice Call record page can be affected. </span>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Voice in Apps with Standard Navigation</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>After Conversation Work isn’t supported if Salesforce Voice is part of an app with
                    standard navigation. </li>

                  <li>Multiparty calls with more than 3 participants and consult calls aren’t supported if
                    Salesforce Voice is part of an app with standard navigation.</li>

                  <li>If a rep makes an outbound call in an app with standard navigation, the voice call
                    record doesn’t open by default. To access details of the work item, click the call in the
                    voice call record list or in the Omni-Channel work item list.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Web Browsers</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>
                    <span>Voice is supported only on the latest stable browser
                      version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be
                      enabled to allow single sign-on (SSO). </span>
                  </li>

                  <li>
                    <span>Don’t open Salesforce Voice in multiple browser
                      tabs. Opening Voice in multiple tabs causes the rep's status to become out of sync.

                    </span>
                  </li>

                </ul>
              </td>

            </tr>
          </tbody>
        </table>

## Limitations of Salesforce Voice with Amazon Connect

These limitations apply to customers using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:23.980815347721823%">
            <col style="width:76.01918465227818%">
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          <tbody>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">During After Conversation Work (ACW) time, a rep can receive a transferred voice call.
                The transferred call interrupts and ends ACW, and Omni-Channel no longer lists the previous
                call in a rep’s active work.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Amazon Connect Integration</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony
                    from Amazon Connect integrate with Amazon Connect and other services from Amazon Web
                    Services (AWS) to provide telephony backend services.</li>

                  <li>For information about Amazon Connect, see the <a href="https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html" target="_blank">Amazon Connect Administrator Guide</a>. To access Amazon
                    Web Services documentation, go to <a href="https://docs.aws.amazon.com" target="_blank">https://docs.aws.amazon.com</a>.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">AWS Limits and Service Quotas</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>AWS observes certain <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" target="_blank">service quotas</a>, or default limits, on Amazon Connect
                    and AWS features. Most of these service quotas can be increased by opening a case with AWS.
                    For help, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&amp;release=264.0.0&amp;type=5" title="Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.">Increase Amazon Service Quotas</a>.
                  </li>

                  <li>For information about additional AWS services and increased limits, see <a href="https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&amp;release=264.0.0&amp;type=5" title="Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).">Salesforce Voice Additional AWS Services Add-on License</a>. For contractual limitations for Service
                    Cloud Voice with Amazon Connect, see this <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/product-specific-terms/scv-amazon-connect-contractual-limitations.pdf" target="_blank">list</a>. Some service limitations no longer apply with
                    the purchase of the add-on license, such as Amazon EventBridge, Amazon Simple Notification
                    Service (SNS), Amazon CloudWatch, and Amazon Dynamo DB. To review your monthly charges for
                    Salesforce Voice with Amazon Connect, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&amp;release=264.0.0&amp;type=5" title="View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types.">Salesforce Reports for Amazon Connect Usage and Billing</a>.</li>

                  <li>AWS allows a maximum of two Amazon Connect instances per region per AWS account. This
                    limit can be increased by creating a case in the AWS Management Console.
                  </li>

                  <li>AWS allows a Lambda function invoked from an Amazon Connect flow to run for a maximum of
                    8 seconds before it times out and routes to an error branch in the flow. See the <a href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-lambda-functions.html#function-contact-flow" target="_blank">Amazon Connect Administrator Guide</a> for additional
                    information.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Amazon Connect Configuration</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>The After Call Work timeout setting in Amazon Connect must be disabled and set to zero
                    (0). If the timer is enabled, voice calls are pushed to service reps regardless of the
                    rep’s Omni-Channel capacity. This setting isn’t related to the After Conversation Work
                    feature in Salesforce.</li>

                  <li>When a caller cancels an inbound call that hasn’t been connected to a rep or a rep
                    cancels an outbound call, the rep doesn’t enter the After Call Work flow.</li>

                  <li>When a rep makes an outbound call and the call is canceled before the recipient answers,
                    reps don’t enter the After Call Work flow.</li>

                  <li>These Amazon Connect features aren’t supported in Salesforce Voice:<ul>
                      <li>Auto-Accept Call (only supported for use cases where Unified Routing
                        with Omni-Channel is enabled)</li>

                      <li>Enable Multi-Party Calls and Enhanced Monitoring</li>

                    </ul>
                  </li>

                  <li>Custom Amazon Connect statuses don’t support specific reserved names, Default and
                    Pending. Creating a custom status named Default or Pending results in unexpected routing
                    behavior for Salesforce Voice.</li>

                  <li>For Amazon Connect Chat and Messaging limitations, see limits and considerations for
                    <a href="https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&amp;release=264.0.0&amp;type=5" title="You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features.">Salesforce Contact Center with Amazon
                      Connect</a>.
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Call Behavior</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>If a rep makes an outbound call and hangs up before the call starts ringing, Amazon
                    Connect may not create a contact record (previously called contact trace record or CTR)
                    for the voice call. Because Salesforce uses contact record sync to update voice call
                    status, the voice call in this scenario will remain in an In Progress state.
                  </li>

                  <li>If you refresh the browser during a call, the audio is
                    disconnected.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Call Timing</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Incoming calls and callback requests must be answered by a service rep within 20
                    seconds. If a rep doesn’t answer an incoming call or declines a call or callback, the rep’s
                    status in the Omni-Channel utility is changed to <var>Offline</var>, and the call
                    is routed to another rep. If a rep ends the callback while it’s dialing, the rep’s status
                    is changed to <var>Offline</var>. The 20-second period starts when
                    Amazon Connect assigns the call to a rep. The actual period can be shorter due to latency,
                    which can result in reps opening the Voice Call tab and finding that the call that they
                    meant to answer was already rerouted. In this scenario, the rep’s status remains unchanged,
                    and they continue to receive calls. This 20 second limitation doesn’t apply for incoming
                    calls if <a href="https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&amp;release=264.0.0&amp;type=5" title="Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.">Unified Routing with
                      Omni-Channel</a> is enabled. With Unified Routing, you can customize the call
                    acceptance push time-out in the Omni-Channel routing configuration.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Federal Risk and Authorization Management Program (FedRAMP)</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <span>Amazon Connect is a third-party Amazon service that sits outside
                  your Salesforce Government Cloud FedRAMP environment. When you use Amazon Connect, your
                  account is used to send relevant data from your organization to Amazon, where the data
                  is processed to provide the Amazon Connect functionality. Amazon Connect is a separate
                  service offered by Amazon and not a FedRAMP authorized service. Therefore, Amazon
                  Connect’s processing environment falls outside the Government Cloud FedRAMP
                  authorization boundary. To learn more about Amazon Connect, see <a href="https://aws.amazon.com/connect/" target="_blank">https://aws.amazon.com/connect/</a></span>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>
                    <span>To sync service rep status between Salesforce and Amazon
                      Connect, reps must log out of Omni-Channel before logging out of Salesforce and before
                      closing the browser or browser tab. </span>
                  </li>

                  <li>
                    <span>When the rep logs out of Omni-Channel, their
                      status is synced with Amazon Connect so that calls aren’t pushed to the rep. If you
                      close the browser tab before logging out of Omni-Channel, the rep's status isn’t synced
                      between Omni-Channel and Amazon Connect. Omni-Channel thinks the rep is offline, but
                      Amazon Connect thinks the rep is still available and keeps pushing calls to them.
                    </span>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Phone Number Format</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Avoid ambiguous phone number formatting by using country codes when dialing phone
                numbers or linking phone numbers from inbound calls. If an E.164 country code isn’t provided,
                Salesforce appends the country code specified in the call center settings. The lack of a
                country code can prevent Salesforce from locating records, such as contact records that are
                associated with the phone number.
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Queue Transfers for Voice Calls</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Voice doesn’t support queue transfers for voice calls already in one
                queue and transferred to another queue using the&nbsp;<a href="https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html" target="_blank">Transfer to queue</a>&nbsp;block in the Amazon Connect flow. In
                this scenario, the call recording and transcription are available in Amazon Connect but not
                Salesforce. Alternatively, you can use routing profiles to transfer voice calls to groups of
                service reps to take calls for queues they don’t typically handle when certain criteria are
                met. See&nbsp;<a href="https://github.com/amazon-connect/amazon-connect-salesforce-scv/blob/master/BestPractices/OverflowRouting.md" target="_blank">Managing Increases in Call Volumes with Routing
                  Profiles</a>.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a
                    call are transcribed due to a Lambda function limitation.</li>

                  <li>Real-time call transcription is provided by Amazon Transcribe or Contact Lens for Amazon
                    Connect. For transcription questions and support, contact Amazon Web
                    Services. See <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&amp;release=264.0.0&amp;type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">Get Expert Support for Salesforce Voice</a>.</li>

                  <li>For a list of Amazon Transcribe’s transcription languages supported by Service Cloud
                    Voice, see <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_setup_amazon_connect_transcription_languages.htm" target="_blank">Amazon Transcribe's Transcription Languages Supported by
                      Salesforce Voice</a>. For a list of supported transcription languages with Contact
                    Lens, see the <a href="https://aws.amazon.com/about-aws/whats-new/2021/09/contact-lens-amazon-connect-adds-languages/" target="_blank">Amazon documentation</a>.</li>

                  <li>By default, real-time call transcription for English is automatically configured by the
                    Salesforce-provided Lambda functions.</li>

                  <li>To show real-time transcription in another language, modify the
                    <code>languageCode</code> on the transcription block in your contact flows in Amazon
                    Connect.
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Sandboxes</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>
                    <span>When Salesforce Voice and Conversation Insights
                      are both turned on in the same production org, copying the production org to a sandbox
                      turns off Conversation Insights and breaks the flow of data to the Salesforce Voice
                      CRM Analytics app. To restore the data flow, turn on Conversation Insights in the
                      sandbox. </span>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;"> XML Imports</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <p>If you integrate your existing Amazon Connect instance manually through an XML import
                  for Salesforce Voice with Partner Telephony from Amazon Connect, certain features are
                  limited or unavailable. To ensure you benefit from all features and functionalities <a href="https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&amp;type=5&amp;language=en_US" target="_blank">integrate your existing Amazon Connect instance through
                    Salesforce</a>.</p>
                <p>These features or functionalities are limited or unavailable:</p>
                <ul>
                  <li>Auto-fill for Contact Center Details page. Fields that display Amazon Connect data
                    aren’t auto-populated and need to be filled in manually.</li>

                  <li>Contact center key pairs. The key pair for the contact center isn’t automatically
                    updated and needs to be manually updated through the Contact Center Details page.</li>

                  <li>Amazon Lambda functions. When the contact center is upgraded, the Lambda functions
                    aren’t updated to the latest version. Instead, the Lambda functions need to be manually
                    updated.</li>

                  <li>Real-time call recordings. Reps aren’t able to pause and resume call recordings.</li>

                  <li>The agent (service rep) availability feature isn’t available out of the box. You can
                    manually set up agent availability by <a href="https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&amp;type=5&amp;language=en_US" target="_blank">generating the call center routing map</a>.</li>

                  <li>The <a href="https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&amp;type=5&amp;language=en_US" target="_blank">Queue Management</a> feature isn’t available.</li>

                  <li>Universal Call Recording Access isn’t available.</li>

                  <li>Voice biometrics aren’t available.</li>

                  <li>Einstein Conversation Insights isn’t available. </li>

                </ul>
              </td>

            </tr>
          </tbody>
        </table>

## Limitations of Salesforce Voice with Partner Telephony

These limitations apply to customers using Salesforce Voice with Partner Telephony.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <tbody>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce <a href="https://help.salesforce.com/articleView?id=omnichannel_configure_after_conversation_work_time.htm&amp;type=0&amp;language=en_US" target="_blank">After Conversation Work feature</a> requires support from
                your telephony provider. Ask your provider whether you can configure After Conversation Work
                for your call or messaging sessions.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Call Timing</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>If a service rep doesn’t answer an incoming call within a certain number of seconds or
                    declines a call or callback, their status in the Omni-Channel utility may be updated or the
                    call may be rerouted. The actual period can be shorter due to latency, which can result in
                    reps opening the Voice Call tab and finding that the call that they meant to answer was
                    already rerouted. Reps should accept a call few seconds before the timeout expires. Admins
                    should account for this buffer when configuring timeout. Ask your telephony provider about
                    their call answering time limits and behavior.</li>

                  <li>If you refresh the browser during a call, the audio can be disconnected. Ask your
                    telephony provider what to expect.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">To sync service rep status between Salesforce and your telephony provider, reps may
                need to log out of Omni-Channel before logging out of Salesforce and before closing the
                browser or browser tab. Ask your telephony provider what to expect.</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Phone Number Format</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">When reps dial phone numbers or link phone numbers from inbound calls, using ambiguous
                or invalid phone number formats can prevent Salesforce from locating records, such as contact
                records that are associated with the phone number. Ask your telephony provider which phone
                number formats they support. </td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td>

              <td class="slds-cell-wrap" style="vertical-align:top;">
                <ul>
                  <li>Support for real-time call transcription varies by telephony provider. Ask your
                    telephony provider about their call transcription options and supported transcription
                    languages.</li>

                  <li>Sometimes, telephony providers don’t finish the transcription process until after the
                    conversation is closed, and transcripts sent outside the conversation window aren’t
                    automatically available in Salesforce. To upload transcripts to Salesforce, use <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Connect REST API</a>. Timestamps on uploaded transcripts
                    reflect time of upload, not time of conversation.</li>

                </ul>
              </td>

            </tr>
          </tbody>
        </table>

## Rate Limits for Salesforce Voice

These per org limits apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:25.119617224880386%">
            <col style="width:25.119617224880386%">
            <col style="width:23.923444976076556%">
            <col style="width:25.837320574162682%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e977">What</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e980">Description</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e983">Limit</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e986">Notes</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Concurrent conversations</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 ">Maximum number of combined voice calls and messaging for in-app and web, both active
                and in queue, in a single org at one time. </td>

              <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">10,000 voice calls and messaging for in-app and web at the same time per org. To
                increase this limit, contact Salesforce Customer Support.
              </td>

              <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 ">
                <ul>
                  <li>​​Includes all types of calls (for example, inbound, outbound, transfer, callback).</li>

                  <li>Active calls include calls with or without transcriptions.</li>

                  <li>Transferred calls are considered to be a continuation of the original call.</li>

                  <li>After the limit is reached, real-time transcriptions aren’t created. Phone calls
                    continue to be handled and routed to your support team as usual, but without real-time
                    transcription.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Conversations per second</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 ">Maximum number of voice calls created per second.</td>

              <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">100 calls initiated per second per org. To increase this limit, contact Salesforce
                Customer Support.</td>

              <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 ">
                <ul>
                  <li>​​Includes all types of calls (for example, inbound, outbound, transfer, callback).</li>

                  <li>After the limit is reached, transcriptions won’t work for additional calls in that
                    second.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Utterances per second</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 ">
                <p style="margin-bottom:0;">Maximum number of utterances that can be transcribed within each second interval. The
                  length of an utterance is variable, depending on when pauses occur within spoken
                  conversations.</p>
              </td>

              <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">5,000 utterances per second per org</td>

              <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 ">
                <ul>
                  <li>This limitation may result in some voice calls sporadically missing transcriptions
                    within a call. For example, suppose that there are active conversations that generate 5,013
                    concurrent utterances at the same time. In this case, 13 utterances won’t have a
                    transcription.</li>

                </ul>
              </td>

            </tr>
          </tbody>
        </table>

#### See Also

- [Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.")