Service Cloud Voice setup involves the Voice product, an Amazon Connect instance, and the agent-facing console configuration. Plan two to four weeks for a basic deployment.
- Provision Service Cloud Voice
Coordinate with the Salesforce account team to enable Voice licensing. Confirm Amazon Connect or partner telephony selection.
- Provision Amazon Connect (or partner)
Set up the Amazon Connect instance in AWS, configure the contact flow, and link it to the Salesforce Voice configuration.
- Configure Voice in Salesforce Setup
Setup, Voice, complete the wizard linking the AWS instance to Salesforce. Map Amazon Connect agent IDs to Salesforce users.
- Set up Omni-Channel routing
Configure routing channels, skills, and presence statuses. Route Voice work items the same way you route Cases and Chats.
- Configure screen pop and ANI matching
Define which fields Salesforce searches for ANI matches (Contact.Phone, Account.Phone, custom identifier fields). Test with a known number.
- Train agents on the Voice softphone
Walk agents through receiving a call, viewing the screen pop, taking notes during the call, dispositioning after the call. Practice in a sandbox before production cutover.
- Amazon Connect minutes are billed separately from Salesforce Voice licenses. Plan for both line items in the budget.
- Open CTI vendors vary in feature completeness. The full Voice experience (real-time transcription, Einstein Conversation Insights) requires Service Cloud Voice; legacy Open CTI integrations are more limited.
- ANI matching against Person Accounts requires additional configuration. Orgs using Person Accounts often need a custom matching path.
- Voice Call records consume storage like any other record. High-volume contact centers should plan storage growth and archival.