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            Configure the Phone Book for Outbound Calls

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            Configure the Phone Book for Outbound Calls

            Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility.

            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 view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
            To create and manage a contact center: Contact Center Admin

            If rep-to-rep calls is enabled in your org, you must add Voice Call (VoiceCall) as a selected object to the Change Data Capture Event.

            Note
            Note For orgs using Service Cloud Voice with Amazon Connect or Service Cloud Voice with Partner Telephony from Amazon Connect, a call must be active for a rep to use rep-to-rep dialing. When not on an active call, reps should use Direct Inward Dialing (DID). Other partner telephony providers support rep-to-rep dialing when not on an active call. Check with your telephony provider to confirm support.
            1. From Setup, in the Quick Find box, enter Change Data Capture, and then select Change Data Capture.
            2. In the Available Entities column, select Voice Call (VoiceCall), and then click the right arrow to move it to the Selected Entities column.
            3. Save your change.

            See Also

             
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