These steps follow the Salesforce Voice route. Work them in order. Each one depends on the one before it, and an agent sees nothing in the console until the whole chain is done.
- Confirm Omni-Channel is enabled
From Setup, enter Omni-Channel Settings in the Quick Find box and turn it on. Voice calls arrive as work items, so nothing reaches an agent until it is running.
- Create the contact center and assign agents
Set up your Salesforce Voice contact center for Amazon Connect or a partner telephony provider, then add every agent who needs a phone. Assignment is what makes the panel appear.
- Add the Omni-Channel utility to a console app
In Setup, open App Manager and edit your Lightning console app. Under Utility Items, choose Add Utility Item, then Omni-Channel. The Phone tab appears inside that utility once Voice is live.
- Point the phone channel at a routing rule
Assign an Omni-Channel flow to the phone channel so inbound calls land in a queue with the right skills, instead of ringing whoever is free.
- Test one inbound and one outbound call
Log in as an agent, set Omni presence to available, and ring the number. Watch for the screen pop, then confirm the Voice Call record lands on the right case.
The native panel. It sits on the Phone tab of the Omni-Channel utility and writes transcripts and recordings back to the record.
A partner-built panel registered through a call center definition file. Still functional, in maintenance mode, and on the way out.
Setup, Quick Find, Softphone Layouts. Assigned by profile, and it governs the Open CTI panel's fields, links, and screen pop rules.
- Voice runs only in Google Chrome, Microsoft Edge (Chromium), and Mozilla Firefox. Safari is not on that list. A Mac-heavy floor needs a second browser installed before anyone can take a call.
- A user who is not assigned to the contact center or call center gets a console with no phone in it. Check that first when someone says calls never arrive.
