You are here:
Prepare Your Network for Salesforce Voice
To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
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. |
Connectivity refers to all rep machines’ access to Salesforce Voice and the internet. Connectivity issues can:
- Prevent reps from receiving calls on the network.
- Prevent the synchronization between your telephony provider and Salesforce, such as synchronizing queues and rep statuses.
- Block ports. Think of ports as a virtual highway to transfer data. If the port is blocked, the highway is closed.
- Decrease call quality because of increased latency. Latency refers to the time it takes for data—in this case, call data—to transfer from one endpoint to another.
- Plan System Network Needs for Salesforce Voice
To set up Salesforce Voice, your network requires access to multiple subsystems. - Set Up Your Network for Salesforce Voice and Your Telephony Provider
Work with your IT team to properly set up your network and allow specific URLs across these key areas: virtual private network (VPN), company network, company firewall, company antivirus programs, and personal firewall for at-home local machines (for employees who work from home). - Verify Service Rep Connectivity on Their Local Computers
After the network is configured correctly, test the reps' machines' connectivity to verify that they’re ready and available to take voice calls using Salesforce Voice. - Troubleshoot Network Issues for Salesforce Voice
Access troubleshooting information to help you address any network issues for your setup.
Plan System Network Needs for Salesforce Voice
To set up Salesforce Voice, your network requires access to multiple subsystems.
For Salesforce Core and Service Cloud Real Time, your network should handle HTTPS traffic, which allows Salesforce Core and Service Cloud Real Time access from your company’s VPN. Your Contact Center as a Service (CCaaS) or telephony provider also manages separate infrastructure for their services. Plan your network to handle HTTP and UDP traffic for communication with those services. For more information about these subsystems in the Salesforce Voice architecture, see Salesforce Voice Key Concepts.
Set Up Your Network for Salesforce Voice and Your Telephony Provider
Work with your IT team to properly set up your network and allow specific URLs across these key areas: virtual private network (VPN), company network, company firewall, company antivirus programs, and personal firewall for at-home local machines (for employees who work from home).
- Find the name of your Salesforce instance by following recommendations in this Knowledge Article: View Instance Information for Your Salesforce Organization.
- Determine your Salesforce instance type and location with the Find My Instance tool.
-
To provide access to Salesforce system components, set up an IP allowlist or follow an
alternative recommended method to allow IP addresses depending on your instance
type.
- To allow IP ranges for Hyperforce Salesforce instances, follow recommendations in this Knowledge Article: Preferred Alternatives to IP Allowlisting on Hyperforce. The Salesforce Real Time microservice is always hosted on Hyperforce, so make sure to allow the necessary IP ranges or implement any other alternative methods.
- To permit accesss to Salesforce Core and Service Cloud Real Time for first party Salesforce instances (not Hyperforce), follow the steps in this Knowledge Article: Salesforce Core Services - IP Addresses and Domains to Allow.
- Make sure that the SCRT2 domain (*.salesforce-scrt.com) is an allowed domain within your domain. See Allow the Required Domains.
-
Make sure that all session security settings are applicable and
compatible with Salesforce Voice, and check that any third party domains from Amazon
Connect or your partner telephony network are correctly allowed.
- Make sure that the clickjack protection setting is disabled. See Configure Clickjack Protection for more information.
- Make sure that the browser feature permissions setting provides microphone and speaker access. See Control Access to Browser Features for more information.
-
For Salesforce Voice with Amazon Connect or Salesforce Voice with Partner
Telephony from Amazon Connect, add
https://*.amazon.comandhttps://*.amazonaws.comas Trusted URLs. For each trusted URL, select the frame-src (iframe content) and media-src (audio and video) CSP Directives. See Manage Trusted URLs for more information.
-
If you’re using Salesforce Voice with Amazon Connect or Salesforce Voice with
Partner Telephony from Amazon Connect, gather information about your Amazon Connect
instance.
-
{region}: The exact name of the AWS region where the Amazon Connect instance for Salesforce Voice is located. For example, US West instance = us-west-2.
-
{myInstanceName}: The Amazon Connect instance alias that can be found in the AWS Console.
-
{Amazon S3 bucket name}: The Salesforce Voice S3 bucket found in the AWS Console. Typically, this bucket is in the main folder.
-
-
Set up your telephony provider network settings.
- If you’re using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, follow the guidance in the Amazon Connect Administrator Guide to set up your network. This network setup enables the rep desktop within your VPN to allow HTTPS traffic as well as UDP traffic for real-time communications.
- If you’re using Salesforce Voice with Partner Telephony, refer to the network guidance from the partner telephony provider. This network setup should allow both HTTPS and UDP traffic from a rep’s browser within the company’s VPN to the partner telephony network.
- If you are using any virtual applications or virtual desktop interfaces (VDI), make sure all virtual applications or VDI are set up correctly to allow network traffic for both Salesforce and your telephony provider’s network.
Verify Service Rep Connectivity on Their Local Computers
After the network is configured correctly, test the reps' machines' connectivity to verify that they’re ready and available to take voice calls using Salesforce Voice.
To enable network testing tools in individual reps’ desktops with Amazon Connect as the telephony partner, set up the Connection Status utility for your reps and share guidance on how they can check their voice status. Make sure that both the Amazon Connect connection check and the browser requirements check are accurate.
If your network connection to Amazon Connect has a significant delay, either contact Salesforce Support (for Salesforce Voice with Amazon Connect) or file an AWS support request (for Salesforce Voice with Partner Telephony from Amazon Connect) to improve the network latency. We recommend that the latency is less than 250 ms.
Troubleshoot Network Issues for Salesforce Voice
Access troubleshooting information to help you address any network issues for your setup.
For guidance on network troubleshooting, see How Do I Troubleshoot Network Issues for Salesforce Voice.
