Salesforce Voice is enabled and configured in Setup, then connected to a telephony provider. The exact steps vary by telephony model, but the high-level path is the same. Here is the shape of a typical setup, with the partner or Amazon Connect specifics layered on top.
- Enable Voice and pick a model
In Setup, turn on Salesforce Voice and decide on the telephony model: Salesforce-managed Amazon Connect, your own Amazon Connect, or partner telephony. For partner telephony, install the provider managed package from AppExchange first.
- Create the Contact Center record
Create a Contact Center in Setup that represents your chosen provider. This record links the phone system to your org and is where Voice configuration for that provider lives.
- Configure Omni-Channel routing
Set up the queues, routing configurations, and skills that calls will use. Voice work items flow through the same Omni-Channel engine as chat and cases, so reuse or extend your existing routing.
- Assign licenses and permissions
Give reps the Voice permission set licenses and add them to the Contact Center. Confirm they also have Service Console access and an Omni-Channel presence configuration so calls can be assigned.
- Connect numbers and test
Provision or port phone numbers, build or import the contact flows, and run a pilot with one queue. Verify transcription, screen pop, and the wrap-up summary before rolling out widely.
Amazon Connect (Salesforce-managed), your own Amazon Connect, or partner telephony. Drives who owns the phone infrastructure and contract.
Choose the speech-to-text engine for live transcription. You can also enable pause-and-resume so recording stops for sensitive details.
Reuse existing queues and skills, or create Voice-specific ones, so calls route by skill and capacity alongside digital channels.
Grant Omni Supervisor permissions for listen in, barge in, and real-time call metrics across channels.
- Voice is a paid add-on. With the Amazon Connect models you also pay AWS telephony and transcription charges separately from the Salesforce license.
- Partner telephony requires installing the provider managed package before you can create that Contact Center.
- Reps need Service Console and Omni-Channel set up correctly, not just a Voice license, or calls will not route to them.
- Number porting and contact flow design take real lead time, so plan a phased rollout rather than a same-day cutover.