Cannot Dial from Playbooks - Error: "Unable to retrieve restrictions for this person"

Overview

You are trying to make outbound calls by dialing directly from Playbooks or by clicking on a prospect's number in Salesforce (i.e., using Click-to-call) but encounter the following error:
Unable to retrieve restrictions for this person

Solution

1. Please reconnect your Playbooks account to your CRM to resolve this issue - Disconnect Playbooks From your Salesforce and then connect Playbooks to your Salesforce instance again.
   
   
2. If the error when dialing persists, there may be a service disruption on the Playbooks side - check if your colleagues also experience the same issue when making calls and follow the Playbooks status page, which provides information about product incidents and planned maintenance.
   If none of your colleagues experience the same issue, refer to the article Unable To Place Outbound Calls for more steps to troubleshoot and resolve the problem when dialing from Playbooks. 

<supportagent>

If a user has reported that they cannot dial from Playbooks and are getting the "Unable to retrieve restrictions for this person" error, you need to:

1. Check if there is an ongoing outage:
   • Check the Playbooks Outages Google Chat to see if someone has already reported an outage.
     Note: Any agent supporting Playbooks who is already part of the Outages chat can add you.
   • Check latest Jira tickets under the INSIDESALES project.
   • If no one has reported an outage, make a test call using the Test environment from the Access Guide to confirm if there is a general issue with calls.
     If there is an outage, create a SaaS Incident as described in the Playbooks Sev-1 Handling article.
     
     
2. If there is no ongoing outage (i.e., only one user is affected) and the user has tried reconnecting Playbooks to Salesforce, refer to the Unable To Place Outbound Calls troubleshooting article to help the customer resolve their issue. Additionally, you can impersonate the customer and check their call settings (e.g. agent phone number, etc.).

</supportagent>