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.
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.
