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Configure Your Contact Center
To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.
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- Set Up Contact Center Users
Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider. - Configure Your Amazon Connect Instance
Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). - Create a Phone Channel
To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. - Create a Default Phone Channel
To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record. - Set Up the Service Rep Workspace
Now that you set up your phone channel and added users to your contact center, it's time to add Omni-Channel to the service rep's workspace. To enable reps to change their presence status and triage their incoming work assignments, add Omni-Channel to the app where they work. - Set Up the Supervisor Workspace
Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work. - Restrict Phone Type Selection for Contact Center (Beta)
Configure a contact center to restrict reps to use only the softphone and hide the desk phone option in the Omni-Channel utility. This feature helps enforce company policies and meet regulatory compliance requirements. - Next Steps for Salesforce Voice after Contact Center Configuration
You’ve set up Salesforce Voice (formerly Service Cloud Voice) and customized your contact center. Now that basic setup is done, learn about more advanced features and optional customizations that can enhance the experience of your reps and customers.
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