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Voicemail Setup for Salesforce Voice

Publiceringsdatum: Jun 9, 2026
Beskrivning

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."

Lösning

Configuration Steps

To configure voicemail routing and ensure proper functionality in Salesforce Voice, follow these steps:

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


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 Salesforce Voice contact center, ensuring that voicemail messages are handled efficiently and recorded seamlessly. Remember to customize the configurations according to your specific contact center requirements.

Knowledge-artikelnummer

000395766

 
Laddar
Salesforce Help | Article