At a high level, an admin turns on Service Cloud Voice, creates a contact center, gives agents access, and wires up phone numbers and call flows. The exact screens depend on which of the three telephony models you choose. Always follow the current Salesforce setup guide for your model.
- Confirm prerequisites
Enable Omni-Channel, check supported editions and licenses, and prepare network and identity settings before touching Voice.
- Turn on Voice and create the contact center
Enable Service Cloud Voice, then create the contact center for your chosen telephony model so Salesforce can talk to the provider.
- Grant agent access
Assign the contact center permission set and Voice licenses, and add the softphone to the agents Service Console app.
- Provision numbers and routing
Add phone numbers and build contact flows so inbound calls land in Omni-Channel queues and route to available agents.
- Test transcription and AI
Place a test call, confirm the live transcript appears on the Voice Call record, and verify any Einstein recommendations show up.
Decide between Salesforce-managed Amazon Connect, Partner Telephony, or bring your own Amazon Connect. This choice drives the rest of setup.
Enable Omni-Channel first. Voice routes calls through it, so it is a hard prerequisite, not an optional add-on.
Create the Voice contact center that ties Salesforce to the telephony provider and holds your routing and queue configuration.
Assign the contact center permission set and confirm each agent has a Service Cloud Voice license before they try to take calls.
Provision or port numbers, then build contact flows that decide how inbound calls reach the right queue and agent.
- Omni-Channel is a hard prerequisite. Voice will not route correctly until it is enabled and configured.
- Your telephony model decides who owns the AWS or carrier account, which is hard to change after go-live, so choose deliberately.
- Feature availability and licensing differ by edition. Verify what your org supports in the current Salesforce setup documentation before committing.