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            Create Your Partner Telephony Contact Center

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            Create Your Partner Telephony Contact Center

            After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information.

            Required Editions

            This article applies to:

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

            Specify the Public Key

            Before you start, ask your telephony provider for the public key, so you can add it to the contact center. The public key isn’t required to create the contact center, but it’s required to make and receive calls using Voice.

            There are two ways to specify the public key:

            • If your partner telephony provider requires a contact center definition file, copy and paste the public key into the definition file, or
            • If your partner telephony provider doesn’t require a definition file, after you create the contact center, add it to on the contact center’s details page.

            If your partner telephony provider requires a contact center definition file, follow these steps.

            1. To download files from Github, go to the top-level directory https://github.com/service-cloud-voice/examples-from-doc and click Code, then click Download zip. The entire repository is downloaded as a zipped file.
              For most telephony providers, use the sample file partner_telephony_cc_import.xml downloadable at https://github.com/service-cloud-voice/examples-from-doc/blob/main/callcenter/.
            2. Edit the file and replace the generic values with the values for your contact center. Save the file as an .xml file.
            3. Copy and paste the public key into the file.

            Add a Contact Center

            1. From Setup, in the Quick Find box, enter Partner Telephony Setup, then select Partner Telephony Setup.
            2. In the Set Up Your Contact Center section, under Create Your Contact Center, click New.
            3. Select your partner telephony or CCaaS provider. Providers whose managed packages you installed are shown here.
            4. Choose whether to create a contact center or use an existing one.
              • Create a contact center if setting up Salesforce Voice with Partner Telephony.
              • Use an existing contact center to add Salesforce Voice to a partner contact center with Bring Your Own Channel for CCaaS Messaging capabilities.
            5. If you are creating a new contact center and your telephony provider supports it, enter your contact center display and internal names, or upload the .xml file that contains your contact center definition. Click Next.
            6. Complete the details required by your telephony provider. If your partner telephony provider supports additional Voice features like user syncing or Einstein Conversation Insights, select a named credential. Click Finish.
            7. If your telephony provider has enabled the connector URL option in your package, select your preferred connector URL. The login URL is auto-populated based on the connector URL. If the telephony provider doesn’t give additional URL list, the connector URL and login URL in the ConversationVendorInfo are the default values.
              If you're creating a contact center through the messaging setup flow, the default connector and login URLs are used. But after creating the contact center, you can update the URLs from the contact center details page.
            8. Check that your contact center is shown in the Contact Centers list view.
              From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select Partner Telephony Contact Centers. The list view page shows created contact centers.

            Next Steps for Salesforce Voice Setup

            Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces.

            See Also

             
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