In Service Cloud Voice, the agent''s DN is effectively their Amazon Connect user identity plus the soft-phone they sign into. Provisioning an agent involves creating both the Salesforce user and the corresponding Amazon Connect user.
- Create the Salesforce user
Setup, then Users, then New User. Provide the agent''s name, email, and assign a profile that includes Service Cloud Voice access. The Salesforce user is the primary identity.
- Provision the matching Amazon Connect user
In the Amazon Connect console, navigate to User Management, then Add new user. Match the Salesforce user''s email and assign the appropriate Routing Profile and Security Profile.
- Assign the Service Cloud Voice permission set
Back in Salesforce Setup, assign the Service Cloud Voice permission set to the new user. This grants the Voice console access and the soft-phone capability.
- Configure the agent''s Routing Profile
In Amazon Connect, the Routing Profile controls which queues the agent can take calls from. Set the queues, channel concurrency (typically 1 voice call, 5 chats), and priority order.
- Test the soft-phone login
Have the agent log into Salesforce, open the Voice console, and confirm the soft-phone shows Available. Place a test inbound call to a DID that routes to their queue; the soft-phone should ring.
- Document the agent''s effective DN
Record the agent''s Connect username and the queues they are routed to. This is the DN in the modern sense and the answer to how do I route a call to this agent.
The primary identity. Drives profile-based permissions and Salesforce data access.
The telephony identity. Drives routing profile, soft-phone access, and call handling.
Controls which queues the agent takes calls from. Effectively the agent''s call mix configuration.
Permissions within Amazon Connect, distinct from Salesforce profiles.
- Salesforce and Amazon Connect users are separate. Provisioning one without the other leaves the agent in a half-configured state where Salesforce thinks they exist but routing does not.
- Routing Profile changes take effect immediately. Switching an agent from Support queue to Sales queue mid-shift can produce surprising call assignments.
- Soft-phone connections need a working microphone and stable internet. Headset issues are the most common reason a properly configured agent cannot take calls.
- DN concepts from legacy PBX (specific 4-digit extensions) do not directly translate to Service Cloud Voice. Train agents on the soft-phone model if migrating from PBX.