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Service Cloud Voice Best Practices for Error Handling
To ensure service availability and an optimal customer experience, follow these best
practices for managing throughput limits and errors.
Monitor Transcription-Related Limit Errors
When your org exceeds the transcription limit, utterances are no longer transcribed. Track when your org hits the transcription limit by using a custom field on the VoiceCall object.
Concurrent Call Limit Errors
There is a maximum of 2,000 concurrent calls at a single time in an org. This maximum includes both inbound and outbound calls. So, what happens on the 2,001st concurrent call? It depends on whether the call is inbound or outbound.
Monitor VoiceCall Limit Errors
When your org exceeds the limit for the maximum number of concurrent calls, the system can’t create VoiceCall records. Track when your org hits the concurrent call limit or the phone calls initiated per second limit by checking output of the InvokeTelephonyIntegrationApi Lambda function.
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