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Manage Call Center Users
To let users make calls, add them to your call center.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To add or remove users from a call center: | Manage Call Centers |
To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.
A Salesforce user cannot use a softphone unless an administrator has assigned the user to a call center. Also keep in mind that every call center user has access to a set of personal softphone settings. These settings specify:
- Whether the user must be automatically logged into his or her softphone when he or she logs into Salesforce
- How a record must be displayed when it is the only one that matches an incoming call
To change the default personal softphone settings for all new call center users, use the Lightning Platform API.
Add a User to a Call Center
Add users to a call center to enable them to make or receive phone calls in that center.
Required Editions
| View supported editions. |
- In Setup, enter Contact Centers in the Quick Find box, then select Contact Centers setup option. The option label varies based on your telephony provider: Amazon Contact Centers or Partner Telephony Contact Centers.
- Click the name of the call center to which you want to assign the Salesforce user.
- In the Call Center Users related list, click Add.
- Enter a search string to find Salesforce users who must be assigned to the call center. Salesforce users that meet your search criteria appear instantaneously.
- Select the checkbox next to each user who must be assigned to the call center and click Done. All users who already belong to a call center are excluded from search results because a user can only be assigned to one call center at a time.
Alternatively, you can change a particular user's call center in the User Edit page:
- From Setup, enter Users in the Quick Find box, then select Users.
- Click Edit next to the name of the user.
- Modify the Call Center field as appropriate. You can change the user's call center by clicking the lookup icon and choosing a new call center, or you can remove the user from his or her current call center by deleting the call center name from the field.
Remove a User
Delete a user from a call center in Salesforce CRM Call Center.
Required Editions
| View supported editions. |
- From Setup, enter Call Centers in the Quick Find box, then select Call Centers.
- Click the name of the call center from which you want to remove the Salesforce user.
- In the Call Center Users related list, click Manage Call Center Users.
- Click Remove next to the name of the user that you want to remove
from the call center.
To remove multiple users at once, select the Action checkbox next to each user you want to remove and click Remove Users.
Alternatively, change a particular user's call center in the User Edit page.
