Quick Start on Salesforce Service Cloud Voice (SCV)

Service Cloud Voice is a feature of Salesforce’s Service Cloud platform that integrates telephony systems directly into the Salesforce interface. It’s designed to enhance customer service operations by providing a unified agent experience.

Telephony Modals:
SCV can be implemented in three different ways depending on Telpphony provider.
1. Service Cloud Voice with Amazon Connect
2. Service Cloud Voice with Partner Telephony
3. Service Cloud Voice with Partner Telephony from Amazon Connect.

Refer to this help article for more details:

In this article we will go through end to end setup of first modal and see how easy it is to setup Service cloud voice and make and receive calls from Salesforce.

Signup for developer account or Trailhead playground

Navigate to Setup and Click on Amazon Setup

Click on Omni-Channel and Enable Omni Channel this is required as SCV uses omni channel to route calls to users in salesforce.

Go back to Amazon Setup and you should see Enable Omni-Channel checked

Next turn on Voice with Amazon Connect and give your email address and click on turn on Voice. — Note make sure to give your unique address that is not associate to any AWS account. Salesforce will create AWS account using this email.

You should see below message and you should receive email from AWS.

Wait for sometime and you should receive email like below and follow instructions to create AWS account using your root email.

Go back to salesforce setup and search for Identity provider and click enable Identity provider and Select self signed certificate and save.

Go back to Amazon Setup and you should see register Tax number settings enabled. If you are in US just click on Confirm Settings.

This will setup all the necessary configuration in AWS and you should receive email once it is completed.

Back to Amazon Setup and click Assign Permissions button and Assing yourself Contact Center Admin permission set.

Next click on Create Contact Center and Select region and Click on Next and you should see your user and select the user and click Done. — You don’t have Contact center Agent/User permission you will not see any user in this screen.

You should see below message and magic is happing behind the scene to setup contact center in Amazon Connect in AWS account.

After sometime you should receive email and Go to Salesforce Setup and Amazon Contact Centers and you should see contact center you created.

Click on Telephony Provider settings and It should take you to Amazon Connect contact center via SSO.

Navigate to Channels and click on Phone numbers and Claim number to claim new number for your customer care. Choose channel as voice and country and phone number (DID) and Contact flow IVR select Sample SCV Inbound flow.

Go to Setup app manager and Click edit next to Service Console and add Omni Channel to your Utility Bar.

Click App launcher and search for Service console and navigate to Service console. — Note: Browser might ask permission to access mic and allow access.

Make your self available for voice

Last Step — Pickup your mobile and dial the number that you claimed for your customer care and you should receive call in salesforce.

Hope this was helpful to understand end to end process to setup SCV in salesforce.