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Talkdesk for Salesforce Voice Limits and Limitations
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General Limitations 

  • To use Talkdesk for Salesforce Voice (T4SV), both Salesforce Salesforce Voice licenses and Talkdesk Salesforce licenses are needed.
  • T4SV is only supported in Lightning Experience.
  • T4SV is incompatible with Talkdesk Conversations App. Make sure Talkdesk Conversations App is disabled for users using T4SV.
  • Talkdesk’s New Data Model is unsupported in T4SV.
  • T4SV is designed to use the omnichannel utility to answer and make calls. Don’t use other softphone utilities, as Open CTI, with the omnichannel utility in the same Lightning Service Console app.

 

Setup and Configuration

  • Before setting up T4SV, the Talkdesk for Salesforce (T4SF) package must be installed and integrated.
  • The Salesforce Integration User License should not be used in Salesforce to integrate T4SF or T4SV. The license will cause several problems, including Talkdesk activities not being created and contact and agent sync failing.
  • The integration user should have access level to “All Email on Salesforce”, to be able to proceed with the Setup.
  • The regions have to match between the Talkdesk account and the T4SV contact center. If they don’t, an error appears and the contact center will not be created.
  • The default country prefix number is defined in the Contact Center configurations. If you’re trying to dial a number without a prefix, the dial pad adds the configured prefix. If the number is from another country, the call will fail. 
  • Users must be created on the Talkdesk and Salesforce sides and must have the same email address to be recognized as the same user.  If the above requirement is not met, some features, such as presence sync and call transfers, will not work.

 

Wrap-up Stage Configurations

  • On the Talkdesk side, the “Wrap-up stage” and “Internal transfers” must be enabled. This configuration should be enabled by default when you add the Talkdesk for SV contact center to a user in Salesforce.
  • On the Talkdesk side, the “Wrap-up form” must be disabled. This configuration should be enabled by default when you add the Talkdesk for SV contact center to a user in Salesforce.
  • The “Wrap-up timeout” on Talkdesk side is irrelevant, the Salesforce timeout will prevail. If there’s no timeout configured in your Salesforce org, the Talkdesk timeout will prevail.

 

Presence Status Sync

  • Don’t open Salesforce Voice in multiple browser tabs. Opening Voice in multiple tabs causes the agent’s status to become out of sync.
  • Agents must log out of omnichannel before logging out of Salesforce and before closing the browser tab, otherwise the agent’s status isn’t synced between omnichannel and Talkdesk. 
  • If there’s an error when automatically updating the Talkdesk status, the Talkdesk status will prevail and the Salesforce status will be updated.
  • If there’s an error when automatically updating the Salesforce status, the Salesforce status will prevail and the Talkdesk status will be updated. The exception is if the Talkdesk status is “On Call”. In this case, the Talkdesk status prevails.
  • It is not supported to change the omnichannel status while the call is ringing (inbound or outbound). If the agent attempts to change, the status will revert to the previous status.

Internal Calls 

  • It is only possible to perform internal calls to other Talkdesk agents (Agent-to-Agent). 
  • Real-time transcriptions are not available for internal calls.
  • Only the mute and recording controls are available during internal calls. 
  • Only the agent who initiates the call has the possibility to start/stop the recording of the call.
  • The two agents will share the same Voice Call record, and the agent who receives the call will be the owner of the record. To ensure the agent who starts the call can access the Voice Call record, sharing rules should be created based on group membership by adding all agents who use the phone book feature as members of a Salesforce group that has “Read Only” access created for that group.

Transfers

  • Agents shouldn’t manually put the call on hold before transferring it. The call will be put automatically on hold once the agent makes the transfer.
  • When starting a transfer, contacts and queues should load first before the user starts using the search functionality, otherwise the list displayed may break. 
  • The status of the agents in the transfer list does not update automatically.
  • In order for a transfer to a queue (ring group) to be successful, the queue cannot be empty.
  • When performing a blind transfer, if the agent is unavailable (for instance, with the offline and busy statutes), then the transfer fails, and the call is disconnected.
  • When an agent saves a queue/ring group or an agent to Favourites, it is accessible from the Favourites filter only at agent level. This will not be synchronised with the Talkdesk favourite contacts.

Recordings and Transcriptions

  • To access the recording, the agent needs to log in to Talkdesk through the omnichannel component.
  • The call is only recorded if there is any sound to record. If the caller and the agent are silent, there won’t be an available recording. 
  • If you pause a record, you can access the first leg of the recording in the Voice Call. On Talkdesk you can access the full recording.
  • When a call ends, the recording takes a few seconds to load. If the recording player shows the message “We can't load the recording”, please refresh the Lightning tab.
  • All agents involved in the transfer will have the recording from the original agent and not his own audio.
  • Only the first leg of the recording will be available for Einstein Conversation Insights. This means that if the call is paused or transferred, the recording is not fully shared.
  • Transcripts are not generated for calls between agents. As an example, during a call transfer, when both agents are connected, transcripts are not created.
  • If new contacts are added to the Directory, a refresh is needed for them to be displayed.

 

Monitoring

  • In order to listen to calls, the Supervisor needs to be logged in on the omnichannel widget, even if not available.
  • If the Supervisor starts listening to a call that is on the Wrap-up stage, the Supervisor will just listen to hold music.

 

omnichannel Flows

  • When mapping a Salesforce Queue to a Talkdesk Queue in Salesforce, the Talkdesk Queue name must match the exact queue name on the Talkdesk side.
  • Automated queue synchronization is unsupported. As such, admins must ensure the agents assigned to the Salesforce Queue match the ones assigned to the Talkdesk Queue. Routing will take into consideration the agents assigned in the Talkdesk Queue.
  • Skills-routing is not supported.

 

Automations

  • The case pop automation only works on console apps.
  • The contact pop must be configured on the Salesforce side.

 

Mask Number

  • Since the number will appear masked in the Phone field of the Voice Call, click-to-call will not work.
  • Channel-Object linking is not compatible with this feature. The message below will appear if the linking is enabled, it should be disabled.

To know more about Salesforce limits & limitations for the Salesforce Voice product, click here.

 

Salesforce Dialer

Both dialing modes (preview dialing and power dialing) will start the call if the agent is only in the "Available" status on omnichannel and connected with Talkdesk.

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