--- schema_version: "1" id: 36fd03c271feda484c90d916990217951ff1cf153233318de9ead42077e86a5a title: Troubleshoot Salesforce Voice collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_troubleshooting_tips.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6c31a2609081b7b011f8a3be8e69e05850c1b137f8d0a7f06f63faab032962c3 description: To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips. products: - Service Cloud - Digital Engagement release: "264" --- # Troubleshoot Salesforce Voice To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips. ### Required Editions
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This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect - **[Where Can I Find More Information about Setting Up and Using Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Access recommended resources for planning, preparing, implementing, and using Service Cloud Voice. - **[How Do I Troubleshoot Network Issues for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If your networking setup isn’t working as expected, follow our guidance for troubleshooting. - **[How Do I Troubleshoot Call Quality Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Salesforce Voice tracks audio quality with a Mean Opinion Score (MOS) for a given voice call. - **[How Do I Troubleshoot Omni-Channel Login and SSO Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** When a rep sets their Omni-Channel presence status to show availability, Salesforce uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. If your reps are having trouble logging into Omni-Channel by setting their presence status or can’t complete SSO, try these troubleshooting suggestions. - **[How Do I Troubleshoot Rep Status Sync Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If you’re finding that rep statuses are out of sync with a partner telephony or CCaaS provider, try these recommendations. - **[Why Is the Caller or Recipient Field Empty for a Voice Call](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Address situations where the caller or recipient field is empty on a voice call. - **[Why are Phone Calls Routed to Reps when They Don’t Have Capacity](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Learn about rep capacity and voice calls. - **[Why Is Voice Missing from Setup in the Quick Find Menu](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Take these steps to make sure Voice is available from the Quick Find menu in Setup. - **[Why Can’t I Access Call Recordings?](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If your telephony provider is Amazon Connect, take these steps during network configuration to make sure that reps and supervisors can access call recordings in Salesforce. ## Where Can I Find More Information about Setting Up and Using Salesforce Voice Access recommended resources for planning, preparing, implementing, and using Service Cloud Voice. - To understand how to best plan and prepare for Salesforce Voice implementation, see the [Salesforce Voice Planning Checklist](https://help.salesforce.com/s/articleView?id=service.voice_planning_checklist.htm&release=264.0.0&type=5 "Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout."). - To make sure your contact center runs optimally and correctly, review [Best Practices for Service Cloud Voice](https://help.salesforce.com/s/articleView?id=service.voice_call_best_practices.htm&release=264.0.0&type=5 "To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)."). - To set up Salesforce Voice, see [Connect Voice from a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&release=264.0.0&type=5 "Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider."). - To customize Amazon Connect for Salesforce Voice, see [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm). - To learn how to connect an external telephony system to Salesforce Voice, see [Salesforce Voice with Partner Telephony Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm). - To learn about supervisor features, see [Supervise and Train Reps on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_monitoring.htm&release=264.0.0&type=5 "Train and monitor your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) reps."). - To learn about rep features, see [Help Customers on the Phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&release=264.0.0&type=5 "Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads."). For a more detailed breakdown of Salesforce Voice documentation, see the [Salesforce Voice with Telephony Providers Learning Map](https://help.salesforce.com/s/articleView?id=service.voice_learning_map.htm&language=en_US). ## How Do I Troubleshoot Network Issues for Salesforce Voice If your networking setup isn’t working as expected, follow our guidance for troubleshooting. For all telephony or CCaaS providers: - Check that you have followed the guidance in [Prepare Your Network for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5 "To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)."). - Make sure that the latency between your contact center region and the rep’s browser is within permissible latency limits. If not, work with your network team to improve the performance of your network. - In cases where reps use public internet to access Salesforce Voice in their desktop browser while working remotely, make sure that all network latencies are within permissible limits and that network settings are accurately configured. - Capture network logs to share with your IT team or Salesforce Support. - For port-related network troubleshooting concerns, reference this Knowledge Article to [use Wireshark to perform a packet capture of network traffic](https://help.salesforce.com/s/articleView?id=000385344&type=1&language=en_US). Capture network traffic in a `.pcap` file and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them. - Reference this Knowledge Article to [capture and debug network traffic with Fiddler](https://help.salesforce.com/s/articleView?id=000387330&type=1&language=en_US). Capture HTTP or HTTPS requests in a log and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them. For partner telephony providers or CCaaS providers other than the Amazon Connect: - Reach out to your partner and work with them to troubleshoot any networking issues. - If the network is set up correctly, there should be very low latency between your company’s VPN to Salesforce as well as your company’s VPN to the telephony provider or CCaaS provider’s network. For Amazon Connect as your telephony provider: - To enable troubleshooting tools in individual reps’ desktops with Amazon Connect as the telephony partner, [set up the Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") for your reps and share guidance on how they can [check their connection status](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."). Make sure that both the Amazon Connect connection check and the browser requirements check are accurate. ## How Do I Troubleshoot Call Quality Issues Salesforce Voice tracks audio quality with a Mean Opinion Score (MOS) for a given voice call. [Set up Mean Opinion Scores](https://help.salesforce.com/s/articleView?id=service.voice_setup_mos.htm&release=264.0.0&type=5 "To stay one step ahead of possible network degradations or call quality issues, add the Mean Opinion Score (MOS) field to your Voice Call layouts.") for your Salesforce Voice implementation to track call quality. No further implementation is needed for Amazon Connect. Partner telephony providers can enable support for MOS following the Salesforce Voice with Partner Telephony Developer Guide [Mean Opinion Score](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_mos.htm) article. Individual voice calls have a MOS value captured if the telephony provider supports the feature and the Mean Opinion Score field is added to the Voice Call layout. Follow the recommendations in our [Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&release=264.0.0&type=5 "After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing.") article to identify call quality trends for your company’s voice calls across various reps’ browsers. If there are few low MOS voice calls and no identifiable patterns for call quality, issues may depend on various factors during the course of a specific call. ## How Do I Troubleshoot Omni-Channel Login and SSO Issues When a rep sets their Omni-Channel presence status to show availability, Salesforce uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. If your reps are having trouble logging into Omni-Channel by setting their presence status or can’t complete SSO, try these troubleshooting suggestions. ### Check the Rep’s Local Device - Ask the rep to clear their browser cache and cookies. - In the browser’s security settings, make sure that third-party cookies are allowed. Don’t block third-party cookies for Salesforce or partner URLs such as Amazon URLs. If you update browser security settings, reload the Salesforce app. - Make sure that the rep’s microphone is allowed in the Site Settings for the browser. - For Chrome, see [Use your camera and microphone in Chrome](https://support.google.com/chrome/answer/2693767). For Firefox, see [View site information with Page Info](https://support.mozilla.org/en-US/kb/firefox-page-info-window). If you update the microphone permission setting, reload the Salesforce app. - If checking the site settings for the browser and then reloading fails, test the microphone by using an online tool like [mictests.com](https://mictests.com/). Grant mic permission to the microphone test site in the browser’s site settings. If the test fails, contact your internal IT team to resolve the microphone access issue. - To run the Amazon Connect Endpoint Test Utility to verify the rep’s connection, [in the Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."), click Check Connection. This test is available only for Service Cloud Voice with Amazon Connect. - To check SSO for Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, make sure that the rep can access the Amazon Connect Control Panel. As an admin, copy the Telephony Provider Settings link from Contact Center Details. Share the link with the rep, and ask them to open it in their browser. If the rep sees an error, refer to this [SSO Authentication Error Scenarios](https://help.salesforce.com/s/articleView?id=005316458&type=1&language=en_US) Knowledge Article. ### Check Permissions and Configuration for the User - Make sure that the rep is a [user in the contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&release=264.0.0&type=5 "After you create a contact center, you can add more users to it or remove users who no longer need access."). For certain situations, like a change to a new SSO provider, remove reps from the contact center and then add them again to resolve SSO issues. - Verify Salesforce Voice [permission set assignments](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5 "Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.") for reps, admins, or supervisors based on your telephony model or [mixed license](https://help.salesforce.com/s/articleView?id=service.voice_mixed_license.htm&release=264.0.0&type=5 "Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license.") configuration. - To access the Salesforce Voice-generated connected app or external client app for SSO, a contact center user needs the permissions in the Salesforce Voice Permission Set. This permission set should be automatically assigned when an admin adds a user to the contact center. For Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, use the Salesforce Voice Permission Set or a custom permission set associated with the Salesforce Voice User (Partner Telephony) permission set license. - Check that the user has the appropriate Voice permission set license assigned. See [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&language=en_US). - For Salesforce Voice with Amazon Connect, assign the Salesforce Voice with Amazon User permission set license. - For Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, assign the Salesforce Voice User (Partner Telephony) permission set license. - Unless the user is accessing Salesforce Voice from a virtual desktop, make sure that the Remote Media for Virtual Desktop app permission is off. See [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5 "To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set."). - To validate the SAML configuration, check that all SSO configuration parameters (SSO URL, Entity ID, and certificates) match exactly and are correctly configured in both the identity provider (IdP) and the Amazon Connect console. - Confirm that the user is actively enabled and assigned to the application in the identity provider before attempting SSO. - To validate user ID mapping, review the SAML assertion trace (if available) to make sure that the NameID attribute is correctly formatted and matches the expected user ID configured in the vendor system. ### Check Permissions for the Salesforce Org - Check that the [Require first-party use of Salesforce cookies](https://help.salesforce.com/s/articleView?id=004333227&type=1&language=en_US) My Domain setting is off. - Make sure that Session Settings provide microphone and speaker access. Keep the Include Permissions-Policy HTTP header Browser Feature Permission turned off, or turn it on and always allow microphone and speaker access. See [Control Access to Browser Features](https://help.salesforce.com/s/articleView?id=xcloud.security_browser_features.htm&language=en_US) for more information. ## How Do I Troubleshoot Rep Status Sync Issues If you’re finding that rep statuses are out of sync with a partner telephony or CCaaS provider, try these recommendations. For all telephony and CCaaS partners: These configuration choices and rep behaviors can lead to status sync issues. Check your implementation and take action to correct these if needed. - There’s a mapping misconfiguration between your Omni-Channel presence statuses and your telephony or CCaaS provider’s statuses. For an Amazon Connect contact center, see [Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5 "Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change."). For a partner telephony contact center, ask your telephony or CCaaS provider how to map statuses. - Auto accept is turned on in your telephony provider’s system. Salesforce Voice doesn’t support auto accept features from telephony providers, with the exception of configurations that use Omni-Channel Unified Routing. To configure auto accept, we recommend that you use the Automatically accept work requests setting in Omni-Channel. For more information, see [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&language=en_US). - After Conversation Work (ACW) time is turned on and greater than 0 seconds in your telephony or CCaaS provider’s system. Because other systems’ ACW settings aren’t supported, we recommend that you [configure After Conversation Work time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&language=en_US) with Salesforce settings only. - Reps don’t have assigned presence statuses for their phone channel. See [Configure Omni-Channel for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_omni.htm&release=264.0.0&type=5 "Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page.") to check your configuration. - The Update Status on Decline presence configuration setting is turned on, but the status specified for the rep if they decline a call isn’t accessible to the rep. For more information, see [Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&language=en_US). - For contact centers that use Amazon Connect as their telephony provider, the Update Status on Decline presence configuration setting or Update Status on Push Time-Out presence configuration is turned on, but the status specified for the rep is something other than Busy or Offline. For more information, see [Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&language=en_US). - Reps have Salesforce Voice open in multiple browser tabs. Opening Voice in multiple tabs causes a rep's status to become out of sync. Ask your reps to use Salesforce Voice in one browser tab at a time. To help force a sync for systems from all telephony and CCaaS partners, reps can switch their Omni-Channel presence status to offline and then back to online. If Amazon Connect is your telephony or CCaaS partner: - To automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work, turn on [Presence Status Sync](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&release=264.0.0&type=5 "Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work."). - To prevent Amazon Connect from marking reps as available while Omni-Channel is still processing agent work records, [set the Amazon Connect status to sfdc\_pending](https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5 "To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.") during work processing time. - To show reps real-time information about their status in Amazon Connect while they work in Salesforce, use the Connection Status utility and include its Provider Status section. It’s normal for a rep’s status to change and briefly show a mismatch between Omni-Channel and their partner provider, but reps can manually sync their status in rare cases where the status is out of sync for a longer period. See [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") for more information about setting up the Connection Status utility and [Check Connection Status and Address Provider Status Issues](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider.") for rep guidance on when to sync. - To avoid sync issues related to capacity and rep status, consider [routing voice calls using Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "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."). Without Omni-Channel Unified Routing, if a rep is handling a case or messaging session with Respect Rep Capacity enabled and a blended status for accepting voice and other work types, incoming calls are declined and the rep’s Amazon Connect status remains Missed. For partner telephony providers or CCaaS providers other than Amazon Connect, status sync issues can result from faulty agent status syncing logic in the telephony or CCaaS partner’s solution. Check with your partner provider whether their integration is causing status sync issues. Partners can also share information on integration-specific features they recommend to maintain synced status. ## Why Is the Caller or Recipient Field Empty for a Voice Call Address situations where the caller or recipient field is empty on a voice call. If channel-object linking isn’t working and the Caller or Recipient field in the VoiceCall record is empty, verify that the Match Callers to End-User Records option is turned on in Voice setup. If it’s enabled, Salesforce tracks end-user information using the EndUser entity, not Recipient or Caller fields in the VoiceCall entity. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For inbound calls, the Caller field is populated with the end user. For outbound calls, the Recipient field is populated with the end user. For more information, see [Configure Caller ID for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed."). ## Why are Phone Calls Routed to Reps when They Don’t Have Capacity Learn about rep capacity and voice calls. Rep capacity doesn’t apply to voice calls. To prioritize calls, Omni-Channel routes incoming calls to reps regardless of their capacity, by default. You can override this setting by turning on the Respect Rep Capacity option. For more information, see [Set Up Rep Statuses and Capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&type=5&language=en_US) and [Respect Rep Capacity for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5 "Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call."). To eliminate sync issues related to capacity and rep status, use [Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "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."). With Omni-Channel Unified Routing, voice call end-to-end routing happens in Omni-Channel instead of final routing happening in a partner system and then being synced to Salesforce. Skill-based routing for voice calls is also available through this routing option. ## Why Is Voice Missing from Setup in the Quick Find Menu Take these steps to make sure Voice is available from the Quick Find menu in Setup. Confirm the permission set for your user or the user who is missing Voice from the Quick Find menu in Setup. Check the names of the permissions assigned to the user. The assigned permission set or permissions change the user experience in the Setup menu. Search for Partner Telephony or Amazon to confirm that Voice Setup or Amazon Setup is available. See [Set Up Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5 "Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.") for more information on Voice-related permission sets. ## Why Can’t I Access Call Recordings? If your telephony provider is Amazon Connect, take these steps during network configuration to make sure that reps and supervisors can access call recordings in Salesforce. Unless you add specific AWS domains to an allowlist in Salesforce, Opaque Response Blocking (ORB), a browser security mechanism, blocks the audio stream from AWS S3 buckets. To permit Salesforce to fetch the media recording, add `https://*.amazon.com` and `https://*.amazonaws.com` as Trusted URLs. For each trusted URL, select the **frame-src (iframe content)** and **media-src (audio and video)** CSP Directives. See [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&language=en_US) for more information. #### See Also - [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5 "Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.") - [Troubleshoot Errors for Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_errors_reference.htm&release=264.0.0&type=5 "Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.")