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[SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX

  • 1.  [SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX

    Posted 4 hours ago

    Hello everyone,

    We are using Genesys Cloud CX with Salesforce Service Cloud Voice, and we have noticed an issue with inbound call handling.

    Issue description

    In some cases, especially:

    • At the start of the agent's day
    • After a long period of inactivity or disconnection

    even with a 30 seconds timeout configured, the system sometimes prompts the agent to stay in or leave the queue.

    When the agent is not able to answer in time, the system retries the delivery. However, instead of keeping the same interaction, a new VoiceCall record is created for each attempt.

    Impact

    This behavior causes:

    • Multiple VoiceCall records for a single real customer call
    • Creation of multiple unnecessary Cases (1 per VoiceCall)
    • Incorrect reporting and inflated call statistics
    • Impact on business processes relying on a 1 call = 1 case model

    Question

    Is this expected behavior in SCV + Genesys Cloud CX integration, or is there a recommended configuration to avoid creating multiple VoiceCall records for the same call attempt?

    Any guidance or best practice would be appreciated.

    Thank you.


    #API/Integrations

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: [SCV] - Duplicate VoiceCall records created for the same inbound call in SCV + Genesys Cloud CX

    Posted 25 minutes ago

    Hi Ragheb,

    What you're seeing is expected behavior when using Genesys Cloud with Salesforce Service Cloud Voice.

    Why multiple VoiceCall records are created

    Each time the platform re-delivers the interaction (for example, when:

    - the agent doesn't answer in time
    - or is prompted to stay/leave the queue after inactivity)

    a new delivery attempt is generated

    From the SCV perspective:

    - Each delivery attempt = new VoiceCall record
    - This is because the connector tracks agent-level delivery events, not just the original customer call

    Important distinction
    - 1 customer call ≠ 1 VoiceCall (in retry scenarios)
    - It becomes: 1 call → multiple delivery attempts → multiple VoiceCall records

    About the "stay in queue" prompt

    This usually happens when:

    - Agent session is idle/disconnected
    - WebRTC/session needs revalidation

    And it increases the chance of:

    - Missed first delivery
    - Retry → new VoiceCall

    Recommendations / best practices

    You typically can't prevent new VoiceCall creation for retries, but you can mitigate the impact:

    - Ensure agents are fully connected before going On Queue
    - Review timeout / alerting settings (avoid very short timeouts)
    - Reduce retries by improving agent readiness (network, session stability)

    For reporting / case creation

    If your process depends on 1 call = 1 case, consider:

    - Linking records using conversationId
    - Or applying logic in Salesforce to avoid duplicate case creation on retries



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------

    Original Message


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