You are here:
Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization.
Required Editions
| Available in: Lightning Experience |
Available with Sales Cloud and Service Cloud in: Essentials, Professional, Enterprise, Performance, and Unlimited Editions Sales Dialer is available for an additional cost as an add-on license. |
| User Permissions Needed | |
|---|---|
| To enable Dialer features: | Customize Application |
| To assign permission sets: | Assign Permission Sets |
| To manage users: | Manage Users AND Manage Profiles and Permission Sets |
To use telephony features directly in Salesforce, we recommend that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the telephony features that you love and more. See Get to Know Salesforce Voice.
The supported browsers for Dialer include the most recent versions of Chrome, Firefox, and Edge.
Make sure your browser allows Web Real-Time Communication (WebRTC). This should be enabled by default, but if your teams are using Edge, make sure the Hide my local IP address over WebRTC connections option in the about:flags menu is not selected.
Having a dedicated network for your Dialer calls is best. We recommend having at least 10 kbps per Dialer session available, but having 500 kbps+ per Dialer session is optimal. For more information about Dialer’s network requirements, see Sales Dialer Network Requirements.
To use the Voicemail Drop feature, content deliveries need to be enabled for your org. From Setup, enter Content Deliveries in the Quick Find box. Then select Content Deliveries and Public Links. Ensure that the Content Deliveries feature can be enabled for users setting is selected. If you don’t see the setting available, contact Salesforce Customer Support.
To disable Open CTI for users, from Setup, enter Users in the Quick Find box, then select Users. Then deselect the Call Center field for Dialer users.
If your org has record types enabled for tasks, you need to assign the Log a Call quick action to a specific record type in order to log calls.
If calls continue in inactive tabs for longer than your org’s session timeout limit, they aren’t logged properly. Notes made on the call may also be lost. If your org automatically logs out users after a short time (such as 15 minutes), encourage reps to keep the tab active or modify your org’s session security settings. From Setup, enter Session Settings in the Quick Find box. Then select Session Settings and make updates.
Before beginning the implementation process, Salesforce must enable Dialer permissions and provision Dialer licenses for your organization. Your Salesforce contact coordinates it with you, but you can check if your organization has available Dialer licenses. In Setup, enter Company Information in the Quick Find box, then select Company Information, and check for Dialer Outbound User and Dialer Inbound User under Permission Set Licenses.
For information about using Dialer in a sandbox environment, see Test Dialer Features in Sandbox.
