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            Customize Call Controls and Voice Extensions

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            Customize Call Controls and Voice Extensions

            Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.

            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 view the Amazon Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Salesforce Voice Delegated Contact Center Admin
            To create and manage a contact center:

            Salesforce Voice Contact Center Admin

            OR

            Salesforce Voice Delegated Contact Center Admin
            To view the Partner Telephony Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Salesforce Voice Delegated Contact Center Admin
            To create and manage a contact center:

            Salesforce Voice Contact Center Admin (Partner Telephony)

            OR

            Salesforce Voice Delegated Contact Center Admin

            After you use Lightning App Builder to create a custom voice extension as a Lightning page, add it to your contact center so it’s available to reps.

            1. From Setup, in the Quick Find box, enter Contact Center, and then select Amazon Contact Centers or Partner Telephony Contact Centers, depending on your telephony model.
            2. Select the contact center you want to add a voice extension for, and then click Edit.
            3. In Voice Extension, choose your Lightning page.
            4. If you want reps to access the voice extension before, during, and after calls to support various work, click Always Show Voice Extension. Otherwise, the extension only appears during calls. By default, Always Show Voice Extension is turned off.
            5. Click Save.

            If your Voice extension isn’t updated to support pre- or post-call work, it can show errors or show as empty. Disable your extension until you update it to show properly.

            See Also

             
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