Diagnose and fix common Agentforce Contact Center native Voice demo issues. Use when calls won't connect or take multiple tries, calls reach a queue but not the agent, Agentforce Voice escalation never transfers, the agent's tone is inconsistent, Omni-Channel shows reconnecting, callbacks stay stuck dialing, voice reports won't install, or work summaries come back blank.
Instalação
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Diagnose and fix common Agentforce Contact Center native Voice demo issues. Use when calls won't connect or take multiple tries, calls reach a queue but not the agent, Agentforce Voice escalation never transfers, the agent's tone is inconsistent, Omni-Channel shows reconnecting, callbacks stay stuck dialing, voice reports won't install, or work summaries come back blank.
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AFCC Troubleshooting (Demo Gotchas)
Use This Skill When
An AFCC voice demo behaves unexpectedly and you need a known-good workaround fast.
You are validating a fresh setup and want to pre-empt the common failure modes.
You are triaging routing, escalation, callback, reporting, or summary issues.
Core Workflow
Omni-Channel stuck "reconnecting" over statuses
Known issue in Summer pre-release orgs. Use a Spring org until SDOs are approved for Summer.
Calls take multiple attempts to connect
Deactivate Voice Call-triggered flows: SDO_Service_Voice_Call_On_Create, SDO_Service_Log_A_Call_from_Voice, and any flow triggered by Voice Call creation (especially ones that create a case which triggers more flows). Add criteria to bypass when Case Origin = Phone. Running the newest Voice Q-Brix generally avoids this.
Call reaches the queue but not the agent
Confirm queue membership: Setup > Queues > (e.g., Default Queue Agentforce Contact Center) > Edit > add your user to Selected Members > Save.
Agentforce Voice escalation never transfers to a rep
Verify the General Voice routing configuration was updated (see sf-afcc-voice-channel-setup).
In the Omni-Flow, remove the Screen Pop action from the route-to-work path, delete it, and rebuild from scratch (fixes silent escalation errors).
Inbound flow points to the agent but it never picks up
Verify the channel is fully Active: Setup > Communication Channels > your Voice channel; if Inactive, assign a routing profile and Activate.
Agentforce Voice tone is inconsistent across calls
Setup > Agentforce Agents > your agent's current version > Connections > Telephony > Voice Settings > set Stability ≥ 0.80 (default 0.5 causes variability).
Calls route to the queue but never to your Omni-Channel widget (Storm/Solution Central login)
Log in with the org's own credentials instead of the Storm/Solution Central link; try a separate Chrome profile via https://login.salesforce.com/; last resort clear cache/cookies.
Number request failed or stuck for hours
Uncommon in newer orgs — request a new number to resolve; post in #pop-svc-contactcenter for visibility.
Conversation Helper / NBAs don't fire in AFCC
The SCV Conversation Helpers didn't port to AFCC SDOs. Build a Conversation Intelligence rule to trigger NBAs/flags.
Callback auto-dial stays "dialing" / never connects
Same Voice Call On Create flow cause as #2 — disable it or exclude outbound calls. Or set Is Callback = False so the rep uses Click-to-Call. Auto-dial supports US numbers only.
Voice metrics reports (Rep/IVR) won't install
Enable Skills-Based Routing (for Rep Metrics). Rename the conflicting Voice Calls report type (SDO_Service_VoiceCalls) to e.g. "Voice Calls SDO", then re-run the install.
Work Summaries for Voice are blank
Ensure only one active Voice Call Summary prompt template. If none is listed, enable Setup > Partner Telephony Setup > Turn on Voice with Partner Telephony. Remember summaries need 10+ transcript entries.
Guardrails
Prefer NA/AMER + Spring release orgs for AFCC voice demos.
Most connect/dialing issues trace back to Voice Call creation-triggered automations — check these first.
Escalation and pickup issues usually trace back to queue membership, routing config, or an inactive channel.
Report and summary issues have known conflicts (report-type name, duplicate prompt templates) — apply the documented workarounds rather than rebuilding.
Deliverables
A diagnosis mapped to the specific known issue with the exact workaround.
A pre-demo checklist to avoid the top failure modes (org type, deactivated automations, queue membership, active channel, stability ≥ 0.80).
Additional Resources
Related skills: sf-afcc-voice-channel-setup, sf-afcc-agentforce-voice-agent, sf-afcc-callbacks, sf-afcc-command-center, sf-afcc-agentforce-for-service.
Escalate persistent issues in the #pop-svc-contactcenter Slack channel.
