Loading
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up Org-Wide Sharing for Voice Calls

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Set Up Org-Wide Sharing for Voice Calls

            To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To set default sharing access: Manage Sharing

            By default, access to voice calls is set to Private. Only the voice call’s owners can see and edit the record.

            1. From Setup, in the Quick Find box, enter Sharing Settings, and then select Sharing Settings.
            2. Under Organization-Wide Defaults, find Voice Call. To give all voice call reps view access to any voice call, click Edit, and set access to Public Read Only. To give all voice call reps view and edit access to any voice call, click Edit, and set access to Public Read/Write.
            3. Save your changes.

            Updating organization-wide sharing for voice calls can take some time. You receive an email when the changes are complete.

             
            Loading
            Salesforce Help | Article