Known Behavior

Acqueon Workspace

• When the screen is refreshed, the omni phone state should be changed to ‘Offline’ state and returned back to ‘Available’ state for Acqueon Workspace and the widgets to synchronize.

• In rare cases, if there is delay in the creation of ‘Voice call’ record, the Screen Pop of records (Contact, Lead) and objects (Task, Case) these happen in a new tab instead of a sub-tab within the Voice Call record.

• Predictive and Progressive calls are delivered through Amazon, and pushed as an Inbound Call to the Omni-channel softphone. Though this is recognized as an Outbound Call by Acqueon Workspace, the Omni-channel softphone shows as an Inbound call.

• When a Direct Preview contact is accepted, Acqueon Workspace switches events from Campaign Manager to Amazon Connect. The outbound widgets that populate the customer data get refreshed and the same customer data is populated again.

• For a Direct Preview call, when a contact is presented to that Agent, a warning message appears in Omni-channel softphone with a message ‘Looks like your Salesforce and telephony provider statuses are not in sync. Click Sync to get back on track’. This message disappears once the agent accepts the Preview contact. Do not click on the sync button which could change the agent state in Amazon Connect and Acqueon Workspace . This error occurs as the omni-channel softphone doesn’t sync with the Amazon Connect agent state that is initiated outside the Omni-channel softphone.

• If you launch multiple browser tabs/instances with omni-channel softphone, it causes web socket errors. Only one instance of omni-channel softphone per user should be opened at any given time.

Service Cloud Voice

• Omni-channel - To sync Agent Status between Salesforce and your telephony provider, agents may need to log out of Omni-Channel before logging out of Salesforce and before closing the browser or browser tab.

• Phone Number Format - When agents 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.

• If you refresh the browser during a call, the audio may be disconnected. Ask your telephony provider what to expect.