Internal Call support is built into Service Cloud Voice. Configuration focuses on directory access, supervisor permissions, and reporting.
- Confirm Service Cloud Voice is enabled
Setup, Voice, verify the product is active and connected to Amazon Connect.
- Configure agent directory
Define the agent directory in Amazon Connect; map agent extensions to Salesforce User records.
- Set supervisor permissions
Grant Monitor, Whisper, and Barge permissions to supervisors via permission sets. Without the permissions, supervisor coaching is blocked.
- Build internal-call queues
Configure Tier 2 queues, specialist queues, and supervisor pools in Omni-Channel for skill-based internal routing.
- Train agents on warm transfer
Walk agents through the warm transfer workflow: conference in, introduce, drop off. Practice in a sandbox.
- Build internal-call reporting
Create reports filtered by CallType = Internal grouped by the originating call''s reason. Use the data to surface training gaps and tier-1 escalation patterns.
- Internal call recording is sometimes restricted by labor law. Confirm with HR and legal before enabling org-wide internal-call recording.
- Bypassing IVR for internal calls means the routing rules need their own design. Tier 2 queues should match the structure of customer-facing queues but with different staffing.
- Internal calls count toward governor limits the same way as customer calls. High-volume orgs should size the Voice contract accordingly.
- Supervisor coaching modes (Monitor, Whisper, Barge) are restricted to users with explicit permission sets. Default deny; grant only to actual supervisors.