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            Service Cloud Voice License Transition and Mixed License Options

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            Service Cloud Voice License Transition and Mixed License Options

            Service Cloud Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Service Cloud Voice with Amazon Connect license.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            View supported editions.

            In the mixed model, you can use the Service Cloud Voice with Partner Telephony license in addition to your Service Cloud Voice with Amazon Connect license to meet use cases such as seasonal staffing needs in your contact center. The mixed license and upgrade to Agentforce 1 Edition integrate seamlessly with your Service Cloud Voice setup, including your Amazon Connect setup, without disrupting your contact center or current functionality. No additional configuration for Partner Telephony is required.

            After moving to a mixed license model or upgrading your Salesforce edition, you can turn on voice with partner telephony and add users to the contact centers.

            • Make sure the license or edition, such as Agentforce 1 Service Edition, and the Service Cloud Voice with Partner Telephony license are enabled.
            • Make sure the Contact Center Admin (Partner Telephony) and Contact Center Agent (Partner Telephony) permission sets are added.
              If these licenses or permission sets don’t show up, contact the Salesforce Accounts team.
            • Add the Service - Contact Center Connected App to the Enabled Permission Sets.Enable permission set
            • From Setup, go to the Partner Telephony Setup page, and enable the Turn on Voice with Partner Telephony option. Enable partner telephony optionAfter enabling this option, there’s no need to create a contact center, and you can continue using your contact centers. To add new admins to the contact centers, assign the Contact Center Admin (Partner Telephony) permission set to these users. To add service reps (agents) to the contact center, assign the Contact Center Agent (Partner Telephony) permission set to these users.
            Note
            Note When you transition to Agentforce 1 Service Edition, there’s no impact to reps or supervisors who are already logged in or for ongoing voice calls.

            You must retain your Service Cloud Voice with Amazon Connect license to retain access to your Amazon Connect contact centers. Contact your account executive to obtain a courtesy Service Cloud Voice with Amazon Connect license.

             
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