Service Cloud Voice (SCV) agents launch their Webphone by setting their Salesforce Omni-Channel presence to an "Available for Voice" status. If that presence status is not mapped to the Phone service channel, the webphone will fail to launch for every affected agent, even though they appear to be online. This guide is for Salesforce administrators managing an SCV deployment and explains how to identify and resolve the issue.
Problem
When one or more agents set their Omni-Channel presence status to "Available for Voice", their SCV webphone does not launch and they are unable to make or receive calls. Because agents who share the same presence status configuration are affected in the same way, this commonly presents as a whole team or office losing their webphone at once.
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Note: The root cause is that the "Available for Voice" presence status is mapped only to the Messaging service channel, with the Phone service channel omitted. The presence status therefore never puts the agent into a voice-ready state, so the webphone has nothing to launch into.
Resolution
In Salesforce, go to Setup.
In the Quick Find box, enter Presence Statuses and select it.
Open the Available for Voice presence status (or the equivalent status your agents use to make themselves available for calls).
In the Service Channels section, review the Selected Channels. If only Messaging is listed and Phone is missing, this is the cause of the issue.
Move the Phone service channel from Available Channels into Selected Channels.
Select Save.
Ask an affected agent to refresh their Salesforce session and set their status to Available for Voice. Confirm that the webphone now launches and the agent can make and receive calls.
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Tip: If agents use more than one "available" presence status for voice, repeat these steps for each one so the Phone service channel is mapped consistently across all of them.
Frequently Asked Questions
Why does the SCV webphone depend on the Omni-Channel presence status?
In Service Cloud Voice, Omni-Channel presence controls what type of work an agent is available for. When a presence status is mapped to the Phone service channel, setting it makes the agent voice-ready and launches the webphone. Without the Phone channel, the status only makes the agent available for non-voice work, so the webphone never launches.
Only some of my agents are affected - why is that?
Affected agents are using a presence status that is missing the Phone service channel. Agents who are unaffected are typically using a different, correctly mapped status. Check which presence status each group of agents is selecting to confirm.
Do I need to create a new presence status to fix this?
No. You only need to add the Phone service channel to the existing "Available for Voice" status. There is no need to create a new status.
Will adding the Phone channel stop agents receiving Messaging work?
No. A presence status can be mapped to multiple service channels at once. Adding the Phone channel does not remove Messaging, so agents can remain available for both voice and non-voice work on that status if required.
The webphone still will not launch after I added the Phone channel, what should I check next?
Ask the agent to fully refresh their Salesforce session and clear their browser cache, then set the status again. If the problem persists, the cause may be unrelated to the presence status, for example, the Service Cloud Voice User (Partner Telephony) licence or permission set may not be assigned to the agent.