Loading
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Salesforce Voice Planning Checklist

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Salesforce Voice Planning Checklist

            Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout.

            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.
            Step Where to Learn More
            Step 1: Review Voice’s key concepts and limitations. Understand the terms we use when talking about telephony, and read through the Voice limits and limitations.

            Salesforce Voice Key Concepts

            Salesforce Voice Limits and Limitations

            Step 2: Choose a telephony model. Decide whether to use the out-of-the-box Amazon Connect telephony, work with your own telephony provider, or integrate an existing Amazon Connect instance with Voice. Choose Your Salesforce Voice Telephony Model

            Step 3: Consider your service limits. If your contact center will use Amazon Connect telephony, decide whether to increase your Amazon service limits, or quotas. Ask an AWS Solution Architect for help if you’re not sure. Amazon’s limits control things such as:

            • The maximum number of concurrent active calls
            • The maximum number of transcription jobs
            • The list of countries that can be called in outbound calls

            If your contact center will use partner telephony, ask your telephony provider about their service limits.

            Increase Amazon Service Quotas

            Amazon Help: Amazon Connect Service Quotas

            Tip
            Tip For the default list of countries supported for outbound calls, see the section named “Countries you can call.”

            Step 4: Plan your phone number porting. Decide whether and how to use your existing phone number or numbers in your new contact center.

            Phone number porting is highly regulated, can’t be rushed, and requires you to submit a porting request with your telephony provider many weeks in advance. To avoid any anxiety about the porting timeline, we recommend taking this approach:

            1. Claim a new phone number for testing and production.
            2. Forward traffic to that number from your original production phone number until testing is complete.
            3. Port the original production phone number from your previous telephony provider to your new one.

            If your contact center will use partner telephony, ask your telephony provider about number porting requirements.

            		 Amazon Help: Port Your Current Phone Number
            Step 5: Design your environment and testing strategy. Decide how many sandbox orgs you need. If your contact center will use Amazon Connect telephony, decide how many Amazon Connect test instances you need. Then, develop a plan to migrate data between production and test environments.

            Try Salesforce Voice in Your Sandbox

            Test Calls in your Contact Center

            Step 6: Review networking requirements and our network preparation recommendations. If your contact center will use Amazon Connect telephony, review AWS’s networking guidance to avoid blocking important network ports. If your contact center will use partner telephony, check with your telephony provider about their networking requirements.

            Prepare Your Network for Salesforce Voice

            Amazon Help: Set Up Your Network

            Step 7: Plan your routing requirements. Your IVR determines how customers navigate your phone support and get routed to your support team. Consider:

            • Your current routing logic
            • How you’d like to improve it using Amazon Connect routing profiles and queues, or equivalent features from your telephony provider
            • Available pre-built solutions

            We recommend starting simple by using the contact flows provided by Salesforce. These contact flows demonstrate good IVR practices. You can then build them out to move toward your ideal IVR, testing each change that you make. If you’re using a partner telephony provider, refer to your vendor’s documentation for help setting up your IVR.

            		 Using Salesforce Voice Contact Flows

            After you complete these planning steps, it’s time to start your setup.

             
            Loading
            Salesforce Help | Article