Unified Routing now supports voicemails and desk phone calls. This feature reduces wait times, improves rep productivity, and provides an efficient Omni-Channel experience. You can use this feature only if your telephony provider supports it.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Partner Telephony
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.