1. “We can’t update your status. Try again later”
In many cases, the issue is due to latency. When the Voice Call is ended in Salesforce, it will fire an event to end in Telephony Provider(Example: Amazon Connect). Once the call is ended in the Provider, Salesforce gets a callback. If the agent tries to make another outbound call during this time, they get this exception.
2. “Disconnected from Omni-Channel. Login again to receive work.”
This exception mainly occurs if the users duplicate their browser tabs or if the network is slow to change the Omni-Channel status within 10 seconds.
For additional info, check https://www.infallibletechie.com/2021/02/disconnected-from-omni-channel-log-in.html.
Reference Article:
https://help.salesforce.com/s/articleView?id=000349123&type=1
3. “We couldn’t create the call record, so the call was rerouted. Wait for the next call.”
This exception occurs when the agent didn’t attend the Voice Call within 20 seconds. Using the following query, you can find the start date/time, assigned date/time, etc.
SELECT Id, RequestDateTime, AcceptDateTime, AssignedDateTime,
CloseDateTime, DeclineDateTime, DeclineReason, OriginalGroupId,
PendingServiceRoutingId, UserId, User.Name, WorkItemId,
AgentCapacityWhenDeclined, CapacityPercentage,
CapacityWeight, Status
FROM AgentWork
WHERE WorkItemId = '{VoiceCallId}'4. “You missed a call, so we switched your status to offline. Try going back online.”, and / or “We can’t resume your call. Try again”
This exception occurs when the agent misses the voice call. When the agent didn’t attend the Voice call within 20 seconds, their Omni-Channel status will be updated to Offline.
The 20-second period starts when Amazon Connect assigns the call to an agent. The actual period can be shorter due to latency.
https://help.salesforce.com/s/articleView?id=sf.voice_limitations.htm&type=5
5. Couldn’t change your Omni-Channel status
Check whether you are using Decimal values when routing the work items via Omni-Channel. If yes, then it might be due to the following known issue.
