Feature Disruption to Service Cloud Voice

Issue: At approximately 14:52 UTC on January 18, 2023, the Salesforce Technology team became aware of a feature disruption impacting Service Cloud Voice. The team is investigating to resolve the issue as quickly as possible.

Impact: Voice Calls are unable to be created and transcripts are currently unavailable.

Live updates on this issue can be found on https://status.salesforce.com. Salesforce will provide an update in 60 minutes, or sooner if additional information becomes available.

Upon further investigation, the Salesforce Technology team has adjusted its understanding of the customer impact associated with this incident. The team has isolated the impact to voice recordings and chat transcripts only. Impact to voice call services remains under investigation.

Next Update: We’ll provide an update in 60 minutes, or sooner if additional information becomes available.

Upon further investigation, the Salesforce Technology team determined that the trigger of this issue is likely related to a recent change made in their production environment. The team is working to roll back that change now.

Next Update: We’ll provide an update in 60 minutes, or sooner if additional information becomes available.

Salesforce communicated that a change in the production environment was likely the trigger of this incident, that has now been ruled out. The team continues to troubleshoot and identify the trigger to mitigate the impact as quickly as possible.

The current Voice Cloud services impacted are: real-time voice recordings, chat transcriptions, and inbound voice calls.

Next Update: We’ll provide an update in 60 minutes, or sooner if additional information becomes available.

The Salesforce Technology team added capacity to their production environment to prevent requests from timing out. These actions have reduced the error rate and brought the services out of impact. The team will continue to monitor for a short time before calling an all clear.

Next Update: We’ll provide an update in 60 minutes, or sooner if additional information becomes available.

The Service Cloud Voice services remain stable. The Technology team will continue monitoring the environment.

The next update will be upon the conclusion of our monitoring phase or sooner if additional information becomes available.