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Voicemail Setup for Salesforce Voice

Udgivelsesdato: Apr 9, 2026
Beskrivelse

Routing Voicemails through Omni

In Salesforce Voice (formerly Service Cloud Voice), voicemails can be routed through Omni using either an Omni Flow or a Salesforce Queue. Here are two methods to set up voicemail routing:

Method 1: Routing Voicemails to a Salesforce Queue

  1. Salesforce Setup --> Amazon Contact Centers / Partner Telephony Contact Centers --> 'Contact Center Channels' section --> Create a Channel with "Queue" selected in the 'Voicemail Routing Type' field
  2. Choose the name of the Salesforce queue you want to route the voicemails to

Method 2: Routing Voicemails with an Omni-Channel Flow

  1. Salesforce Setup --> Amazon Contact Centers / Partner Telephony Contact Centers --> 'Contact Center Channels' section --> Create a Channel with "Omni-Channel Flow" selected in the 'Voicemail Routing Type' field
  2. Choose the names of the Omni-Channel flow and fallback queue

By leveraging these routing methods, you can ensure that voicemail messages are directed to the appropriate queues for efficient handling by agents.


Voicemail Recording

To provide a seamless voicemail experience, it is essential to enable Universal Call Recording. The voicemail recordings are played from a signed S3 recording URL, which can be accessed not only by agents but also by non-agents when they open the voice call record.

Voicemail calls can be identified in the Voice call record by checking the "CallOrigin" field, which should be set as "Voicemail."

Løsning

Configuration Steps

To configure voice mail routing and ensure proper functionality, follow these steps:

 

  1. Navigate to your Amazon Connect Instance and import the "Sample SCV Voicemail Subflow" from GitHub, if it is not available already
  2. Invoke the "Sample SCV Voicemail Subflow" as part of your main inbound flow after the Salesforce-side Voice call record is created (hint: look for AWS Lambda invocation for 'InvokeTelephonyIntegrationApiFunction' with 'methodName'='createVoiceCall' passed in parameters)
  3. Navigate to your Salesforce Org's setup, search for 'Routing Configurations' in Quick Find and create a new Routing Configuration for Voicemail with 'Routing Model' set as either "Least Active" or "Most Available"
  4. In Salesforce Setup, search for 'Queues' in Quick Find and create a 'Queue' for Voicemail
    1. Update its 'Routing Configuration' field with the newly created configuration in Step #3
    2. Add the intended set of users as 'Queue Members' under this Queue
  5. In Salesforce Setup, search for 'Contact Centers' in Quick Find and navigate to your contact center's settings page
    1. Under Contact Center Channels section, click "Add/Edit" and configure voicemail routing for the desired phone number
    2. Enable the "Universal Call Recording" checkbox
  6. Test the voicemail functionality by leaving a voicemail and verifying the routing and recording aspects

NOTE: Enable "Respect Agent Capacity for Voice Calls" to respect the current agent capacity as set by Omni-Channel. 

By following these steps, you can effectively set up voicemail routing configurations for your contact center, ensuring that voicemail messages are handled efficiently and recorded seamlessly.
Remember to customise the configurations according to your specific contact center requirements.

Vidensartikelnummer

000395766

 
Indlæser
Salesforce Help | Article