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            Use a Desk Phone

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            Use a Desk Phone

            Answer and make voice calls from the Omni-Channel utility with a desk phone. By default, the softphone is enabled for all reps. To use a deskphone, you should enable the deskphone from the Omni-Channel settings.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To answer and make calls and to view Voice records: Contact Center Agent permission set

            Your admin must first set up desk phone functionality for your user profile in Amazon Connect.

            The Phone component must be added to the Voice Call page layout. The Phone component is displayed on the page only when the rep is on a call.

            Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO).

            1. In the Omni-Channel utility, open the Settings.
              Omni-Channel settings
            2. For Phone Type, select Desk Phone and enter the desk phone number in the format [+] [country code] [ subscriber number including area code]. For example, +12345678901.
              Omni-Channel utility with Desk Phone selected
            3. Save your changes.

            Now you can make and receive voice calls with your desk phone.

            You can use desk phones for voice calls even if the microphone settings are disabled in your browser. After saving the phone type as desk phone, if you get the microphone disabled error, refresh the browser to use the desk phone.

             
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