Set Up the Service Console App for Service Cloud Voice

Add the Voice Call Tab to the Lightning Service Console (Required)

By default, the Voice Call tab that shows the Voice Call list view is hidden. Add the Voice Call tab to your console so reps can view Voice Call records. Reps can’t edit standard Voice Call list views, but with the right permissions they can clone and update list views with list view controls.

1. From Setup, enter Apps in the Quick Find box, then select App Manager.
2. Click the dropdown next to the console app you want to add the Voice Call tab to, then click Edit.
3. Under Navigation Items, select Voice Call from the Available Items list and click the arrow button to add it to the Selected Items list.
4. Click Save.

Alternatively, open the App Launcher, select the console app where you want to add the Voice Call tab, and click the dropdown arrow. Click Edit. The Edit [App Name] Navigation Items window opens. Click Add More Items. Search for Voice Call and click the plus sign next to it, then click Add Nav Item.

Configure Channel-Object Linking (Required)

When a rep accepts a call in the workspace, prompt them to choose from recommended records, search for a record, or add a new one.

1. From Setup, enter Channel-Object in the Quick Find box, then select Channel-Object Linking.
2. Click New Linking Rule.
3. Select the Phone channel type and the object that you want to link to, such as Contact.
4. Create a rule name and description.
5. Set rule actions for these scenarios: Action for No Record Found and Action for Single Record Found.

   For example, if no matches are found for a contact, include a rule to automatically create and link a record, or prompt the rep to search for or create a record. If a single matching record is found, set a rule to automatically link the record. Alternatively, prompt the rep to pick the suggested record, search for a record, or create a record.

6. Save your work.
7. After completing the Phone setup, add the Object-Linking Notifications background utility in the App Manager. This utility displays toast messages in the console that prompt the rep to link a suggested record or add a new one.
8. From Setup, enter App Manager in the Quick Find box, then select App Manager.
9. Click Edit in the action menu for your app.
10. Click Utility Items (Desktop Only) | Add Utility Items | Object-Linking Notifications.
11. Save your work.

Configure the Voice Call Related List (Optional but Recommended)

To show a list of calls associated with a record, add the Voice Call related list to a Lightning record page. For example, add the list to your Case record page, so reps can see a case’s associated calls and learn about the customer’s interactions with your company. You can add the Voice Calls related lists to cases, contacts, leads, accounts, and opportunities.

1. From the Object Manager in Setup, select the object that you want to add the Voice Call related list to. For example, to add the Voice Call related list to a Case page layout, select Case.
2. Select Lightning Record Pages.
3. Select the page that you want to modify, then click Edit.
4. Drag the Related List - Single component to the page layout.
5. In the Related List menu, select Voice Calls.
6. Save your changes.

Set Up After Conversation Work (ACW) (Optional but Recommended)

Give reps a set amount of time after a call ends to wrap up their work. You can set up ACW in the presence configuration for a group of reps or in a service channel. ACW at the service channel level overrides the setting at the presence configuration level.

For more information, see Configure After Conversation Work Time.