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            Add a Voice Channel to a Partner Contact Center

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            Add a Voice Channel to a Partner Contact Center

            After you set up a partner contact center with Messaging channel support for Bring Your Own Channel for CCaaS, you can add a Service Cloud Voice channel to the contact center.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Partner Telephony
            View supported editions.
            User Permissions Needed
            To view the Partner Telephony Setup page: Customize Application
            To create and manage a contact center: Contact Center Admin (Partner Telephony)

            To enable Voice in a partner contact center that already has Messaging support, you must have a Service Cloud User license, a Service Cloud Voice Partner Telephony add-on license, and a Digital Engagement add-on license.

            Before you begin, install a managed package from a CCaaS provider to support Bring Your Own Channel for CCaaS and Service Cloud Voice.

            Tip
            Tip If you want to add Messaging to a partner telephony contact center instead of the other way around, see Add a Messaging Channel to a Partner Telephony Contact Center.
            1. From Setup, enter Partner Telephony Contact Centers in the Quick Find box, and then select Partner Telephony Contact Centers.
            2. Click New.
            3. Select your CCaaS provider and select Next.
            4. Select Use an existing Contact Center.
              Select to use an existing contact center
            5. Select the messaging-only partner contact center to which you want to add Service Cloud Voice.
              The contact center now supports partner telephony as well as Bring Your Own Channel for CCaaS Messaging channels.

            You can now create a phone channel in this contact center. To support multiple phone numbers in the same contact center, create additional voice channels.

            See Also

             
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