Internal (rep-to-rep) calls need a small amount of org-level setup before agents can dial each other inside Service Cloud Voice. The core step is enabling change tracking on the Voice Call object so the platform can sync the internal leg. The exact screens vary by telephony provider, so confirm the provider-specific steps in your contact center's setup guide.
- Enable Voice Call Change Data Capture
In Setup, open Change Data Capture and add the Voice Call entity to the selected entities. This lets Service Cloud Voice track and sync internal-call records so agent-to-agent calls work end to end.
- Confirm Service Cloud Voice and the telephony provider
Make sure Service Cloud Voice is provisioned and your telephony provider (for example Amazon Connect or a partner telephony vendor) is connected, since internal-call support depends on the provider's capabilities.
- Set up the agent directory or phone book
Give agents a way to find each other, such as a phone book or directory, so they can place internal calls and pick the right colleague to consult or transfer to.
- Verify presence and Omni-Channel routing
Confirm agents use presence statuses and that Omni-Channel routing is configured, because a receiving agent must be available in Salesforce for an internal call to connect.
The Change Data Capture entity that must be selected at the org level so rep-to-rep internal calls sync correctly.
The connected voice vendor (Amazon Connect or a partner telephony provider) whose feature set determines which internal-call actions are available.
The access that controls who can use Listen In, Whisper, and Barge In, which should be limited to actual supervisors.
The setting that lets the initiating agent record an internal call, governed by the same retention policy as customer calls.
- The receiving agent must be available in Salesforce, or the internal call will not connect.
- During an internal call the available controls are limited, typically mute for both agents and record for the agent who started the call.
- Recording employee-to-employee calls can be restricted by labor law, so clear it with legal and HR before enabling it broadly.
- Provider capabilities differ, so confirm internal-call and supervisor features in your specific telephony provider's setup guide.