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            Test Calls in your Contact Center

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            Test Calls in your Contact Center

            After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.

            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 answer and make calls and to view Voice Call Records: Salesforce Voice Contact Center Rep permission set

            For help using the Phone tab in the Omni-Channel utility, see Answer and Make Calls.

            1. Accept an inbound call.
              1. Log in to Salesforce and open the console app where Voice is set up.
              2. Open the Omni-Channel utility.
              3. In Omni-Channel, set your availability—that is, your presence status—so you can make and receive calls. Make sure that your microphone on your computer is enabled. When you set your presence status, Salesforce uses single sign-on (SSO) to connect you to your company’s Amazon Connect instance. It can take a few seconds to complete the SSO. After SSO is completed, you can make and receive calls on the Phone tab in the Omni-Channel utility.
              4. Call your contact center from a separate phone. The incoming call should appear in the Omni-Channel utility.
              5. To answer a call, click the checkmark button. A Voice Call record page opens.
              6. Talk and stay on the call for a few minutes, then end the call.
              7. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time.
            2. Make an outbound call.
              1. In the Phone tab, enter the number that you want to call and click Call. You can also make outbound calls by clicking a phone number hyperlink (click-to-dial) in Agentforce Service (formerly Service Cloud).
              2. Talk and stay on the call for a few minutes, then end the call.
              3. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time.

            See Also

             
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