Standing up a Voice contact center

The clicks vary by telephony path, but the shape holds across all three.

1. 1
   Confirm licensing and pick the path

   Voice nodes do not appear in Setup until the licenses land, so an unlicensed org looks exactly like an org missing the feature. Check that first. Then choose between Salesforce native voice, Amazon Connect, and a certified partner provider. Count licenses by reps who take calls, not headcount.

2. 2
   Install the provider package

   On the partner telephony path, the provider's managed package comes from AppExchange and goes in before anything else. It supplies the connector that talks to your org through the Connector API. The native and Amazon Connect paths skip this step.

3. 3
   Create the contact center

   In Setup, use Quick Find for Partner Telephony Setup. Under Create Your Contact Center, click New, then pick the installed provider package. Give the record a display name and an internal name, or import the XML definition file. The finished contact center then appears under Partner Telephony Contact Centers, where you add users.

4. 4
   Attach a phone number

   On the native path, Communication Channels in Setup procures the number and binds it to a voice channel, either a 10-digit long code or a toll-free line. The Trailhead walkthrough labels that node Communication Channels (Pilot) in one place, so check that Salesforce has enabled it for your org. On the other paths the number stays with the provider.

5. 5
   Enable recording, transcription, and routing

   Switch on call recording and transcription. Add reps as contact center users, give them Omni-Channel presence and capacity, then add the softphone utility to the Service Console app.