---
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title: Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ae935ac91f07286aed737b5d77efe8d3a2fd158eb892c81b2904b292552e5a2e
description: Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
products:
  - Cross Cloud
release: "262"
---
# Voice

Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).

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          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116864e43">Product Area</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116864e46">Release Notes</th>
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          <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d116864e43 ">Salesforce Voice (Native Telephony)</td>

          <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d116864e46 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_AI_afcc_convo.htm&amp;release=262.0.0&amp;type=5" title="Make sure that your customers always get the help they need by escalating complex issues from an AI agent to a service rep in Salesforce Voice channels. By using the Escalation topic and an outbound Omni-Channel flow, your Agentforce agents can now easily route Salesforce Voice conversations along with their full history to the right destination. Agentforce Contact Centers in the Salesforce Voice (Native Telephony) model now fully support these escalation capabilities.">Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_accelerate_automated_calling.htm&amp;release=262.0.0&amp;type=5" title="Reach customers before they call in by launching automated outbound voice calls directly from flows. Trigger appointment reminders, surveys, delivery updates, payment follow-ups, and AI-led service conversations without third-party tools or custom integrations. Configure caller ID, initiate calls instantly, and the caller’s next step through IVR prompts, customer input, Agentforce Service Agent conversations, or automatic call completion. Improve response rates and deliver more timely, personalized customer interactions while reducing manual calls. Strengthen service efficiency, lower inbound call volume, and build customer trust through consistent, automated engagement.">Accelerate Proactive Customer Outreach with Automated Outbound
                  Calling</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_connector_readiness.htm&amp;release=262.0.0&amp;type=5" title="Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.">Stabilize Rep Experience by Preventing Calls Before Reps Are Ready</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scheduled_callbacks.htm&amp;release=262.0.0&amp;type=5" title="Give customers more control by allowing them to request a callback at a time that works for them. Previously in Salesforce Voice (Native Telephony) and in contact centers that route calls with Omni-Channel Unified Routing, callbacks were routed based on rep availability only. Now you can define specific timing and callback behavior through your IVR configuration or custom routing logic.">Deliver Better Service with Flexible Scheduled Callbacks</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_preview_callback_req.htm&amp;release=262.0.0&amp;type=5" title="Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.">Preview Callback Request Before Dialing</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_calls_with_headset_in_afcc.htm&amp;release=262.0.0&amp;type=5" title="Reps can manage voice calls more efficiently and conveniently by using a headset to accept, decline, mute, hold, and end calls. This feature supports a variety of headsets, such as Plantronics, Sennheiser, Jabra, Yealink, and VBeT. Previously supported on Salesforce Voice with Telephony Providers, this feature is now fully supported on Salesforce Voice (Native Telephony).">Manage Voice Calls with Headset in Agentforce Contact Centers Easily</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_prioritize_customer_calls.htm&amp;release=262.0.0&amp;type=5" title="Improve service-level performance by routing voice calls based on when they must be accepted. Configure acceptance due dates in a flow to prioritize urgent calls over older calls with later deadlines. Give supervisors greater visibility into calls approaching or breaching SLA targets through built-in backlog views and reporting. Increase response speed, strengthen customer satisfaction, and deliver more consistent service experiences by aligning routing with business priorities.">Prioritize
                  Urgent Customer Calls with SLA-Based Routing</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_manage_telephony_audio_.htm&amp;release=262.0.0&amp;type=5" title="Simplify telephony administration by hosting .mp3 and .wav files in Salesforce for instant deployment to IVR prompts and queue announcements. Deliver a consistent caller experience across all routing flows with a unified repository that provides admins with real-time file validation.">Manage
                  Telephony Audio Directly in Salesforce</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_voice_transcription_performance.htm&amp;release=262.0.0&amp;type=5" title="Boost call transcription accuracy, support business-specific language needs, and reduce transcription latency by selecting a preferred speech-to-text model at the org level. Help support teams deliver seamless multilingual support and a more reliable service experience.">Enhance Voice Transcription Performance</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_number_porting.htm&amp;release=262.0.0&amp;type=5" title="Keep your established business identity by moving existing phone numbers directly into Salesforce. Submit a Letter of Authorization and required documentation to schedule your port-in for a specific date and time. This flexibility ensures your telephony setup aligns with your migration timeline without service interruptions.">Maintain Business Continuity with Effortless Voice Number Porting</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_transfer_outbound_calls.htm&amp;release=262.0.0&amp;type=5" title="Deliver a seamless customer service experience by enabling reps to easily hand over outbound conversations. Service reps can move active outbound calls to supervisors or other departments using warm or cold transfers. Resolving inquiries in a single proactive session increases team efficiency and maintains a professional brand image.">Boost First-Call Resolution by Transferring Outbound Calls</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_lang_voice_profile.htm&amp;release=262.0.0&amp;type=5" title="Support callers in their local language with an expanded library of 11 new regional dialects - English (UK), German (Germany), French (France), Spanish (Spain), Italian (Italy), Dutch (Netherlands), Portuguese (EU), Japanese (Japan), Hindi (India), English (Australia), and Finnish (Finland). Access gender-based voice profiles and simplified configuration tools to deliver personalized text-to-speech interactions. Automated default profiles ensure that your callers always hear a natural voice, even if a specific profile isn't manually selected.">Scale Global Communications with Expanded IVR Languages and Voice Profiles</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_dynamic_variable_media.htm&amp;release=262.0.0&amp;type=5" title="Build more flexible IVR journeys by allowing the Play Prompt node to fetch media assets based on real-time variable values. Whether you’re switching prompts for a specific marketing campaign or a local dialect, a single node can now handle multiple audio outcomes. This approach eliminates redundant branches, making your IVR flows easier to manage and scale across different customer segments.">Streamline IVR Flows with Variable-Based Media Selection</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_session_restoration.htm&amp;release=262.0.0&amp;type=5" title="Protect active conversations from accidental browser reloads and unexpected network blips. Service representatives regain their active calls, presence status, and softphone sessions without having to log back in. Previously, sudden drops required reps to manually re-authenticate, but now sessions restore in seconds to keep operations running smoothly">Enjoy Uninterrupted Calls with Automatic Session Restoration</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_usage_entitlement.htm&amp;release=262.0.0&amp;type=5" title="View usage-based entitlements for US and Canada voice number leases to manage your contact center operations more effectively. The Usage-Based Entitlements section in Company Information now reflects consumed numbers for both toll-free and long-code licenses after they’re linked to a voice channel. Use these insights to inform procurement timing and ensure that your contact center has the necessary resources to scale.">Manage Number Leases with Detailed Usage Metrics</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicecall_link.htm&amp;release=262.0.0&amp;type=5" title="When you initiate an outbound call by using Click-to-Dial from a custom object, or a standard object, such as Account, Case, Contact, Lead, CollectionPlan, ContactRequest, WorkOrder, or Opportunity, the resulting VoiceCall record automatically establishes a lookup relationship to the source record. This change removes the need for manual linking and reduces the need for customization with Flows or Apex triggers. Previously available only for Salesforce Voice with Telephony Providers, this automatic linking is now fully supported in Agentforce Contact Centers.">Link Voice Calls to Their Source Records Automatically in Agentforce Contact Centers</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_link_calls_to_work_orders.htm&amp;release=262.0.0&amp;type=5" title="The RelatedId field on the VoiceCall object now supports WorkOrder, so reps can directly link voice calls to work orders without any custom development. This gives reps full call history right from the WorkOrder record, saving time and manual effort.">Link Voice Calls to Work Orders Directly</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_last_support_routing.htm&amp;release=262.0.0&amp;type=5" title="Strengthen customer relationships by reconnecting callers with the last service rep they spoke with to preserve context, reduce repeat conversations. Also, offer a callback with the same rep if they’re unavailable. Improve first-call resolution and shorten handle times by routing inbound calls to the same rep using a flow. Deliver faster, more personalized support while reducing unnecessary effort for both customers and reps.">Build Stronger Customer Relationships with Last Support Rep Routing</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_toolkit_api_customize_voice.htm&amp;release=262.0.0&amp;type=5" title="The Toolkit API feature provides APIs, methods, and events to build and customize voice-enabled components by using LWC or Aura. You can control call actions, subscribe to telephony lifecycle events, and access real-time call data.">Customize Salesforce Voice by Using Toolkit API</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Product Area" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d116864e43 ">Salesforce Voice with Telephony Providers</td>

          <td data-label="Release Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d116864e46 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_connector_readiness.htm&amp;release=262.0.0&amp;type=5" title="Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses.">Stabilize Rep Experience by Preventing Calls Before Reps Are Ready</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scheduled_callbacks.htm&amp;release=262.0.0&amp;type=5" title="Give customers more control by allowing them to request a callback at a time that works for them. Previously in Salesforce Voice (Native Telephony) and in contact centers that route calls with Omni-Channel Unified Routing, callbacks were routed based on rep availability only. Now you can define specific timing and callback behavior through your IVR configuration or custom routing logic.">Deliver Better Service with Flexible Scheduled Callbacks</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_preview_callback_req.htm&amp;release=262.0.0&amp;type=5" title="Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.">Preview Callback Request Before Dialing</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_link_calls_to_work_orders.htm&amp;release=262.0.0&amp;type=5" title="The RelatedId field on the VoiceCall object now supports WorkOrder, so reps can directly link voice calls to work orders without any custom development. This gives reps full call history right from the WorkOrder record, saving time and manual effort.">Link Voice Calls to Work Orders Directly</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scv_renm.htm&amp;release=262.0.0&amp;type=5" title="As Service Cloud Voice becomes Salesforce Voice to take advantage of the latest AI innovations and capabilities, we are also renaming its underlying telephony models. We group these models as Salesforce Voice with Telephony Providers to distinguish them from our native Salesforce Voice. The updated telephony model names appear automatically for you and provide a consistent terminology experience across your setup.">Track Your Telephony Models with New Salesforce Voice Names</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_perm_set_renm.htm&amp;release=262.0.0&amp;type=5" title="As Service Cloud Voice becomes Salesforce Voice to take advantage of the latest AI innovations and capabilities, we’re also renaming the permission sets, and permission set licenses. The updated names appear automatically for you and provide a consistent terminology experience across your setup.">Track Your Permission Sets and Licenses with New Salesforce Voice Names</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_eca.htm&amp;release=262.0.0&amp;type=5" title="Align your contact centers with the latest platform standards by using External Client Apps (ECA) for authentication. Previously, Salesforce used Connected Apps to handle identity management between Salesforce and the telephony provider. Now, new contact centers use a managed ECA, and contact centers manually created by using an XML file require you to create a local ECA. Your preexisting contact centers aren’t affected and continue to function securely with their current Connected App configurations.">Improve Your Contact Center Security with External Client Apps</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_do_more_with_unified_routing.htm&amp;release=262.0.0&amp;type=5" title="Enhance Salesforce Voice with Partner Telephony with extended Unified Routing capabilities. You can now use the Route Voice Call API to make intelligent routing decisions and transfer active calls directly to Omni-Channel flows for dynamic destination mapping. Additionally, the new Request Callback API offers customers an option to request a callback instead of waiting on hold.">Do More with Unified Routing Using Callbacks, Transfer to Flow, and Route Voice Call API</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_disaster_rec.htm&amp;release=262.0.0&amp;type=5" title="Automatically migrate rep statuses to a backup contact center when you activate Disaster Recovery for Amazon Connect. Additionally, activating disaster recovery is disabled until your Amazon Connect replication is complete, allowing a seamless transition to the backup contact center.">Streamline Disaster Recovery with Automated Status Migration</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_phone_assign.htm&amp;release=262.0.0&amp;type=5" title="Your reps can procure and assign local or standard company phone numbers to themselves without waiting for admin assistance. They can release a phone number and free it up for others once it’s no longer needed. Reps also have the flexibility to switch between numbers based on the specific business requirements.">Directly Manage Your Caller Identity with Autonomous Phone Number Assignment</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_personal_greetng.htm&amp;release=262.0.0&amp;type=5" title="Deliver personalized calling experiences with pre-recorded voicemail greetings that play when your reps can’t take an inbound call. Reps can record up to ten greetings to meet specific requirements. Any messages left by the callers are stored in your rep’s personal voicemail box for review at any time. If your reps have assigned phone numbers to themselves, they can link them to specific voicemail greetings to provide the most relevant message.">Record Personalized Voicemail Greetings for Inbound Calls</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_voicemail_drop.htm&amp;release=262.0.0&amp;type=5" title="When an outbound call reaches voicemail, your reps can leave a pre-recorded message and disconnect the call. They can drop a default recording or select from several options to deliver the most relevant message. As it plays in the background, your reps can move on to the next task immediately, increasing productivity.">Boost Rep Productivity with Voicemail Drop for Outbound Calls</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_cc21.htm&amp;release=262.0.0&amp;type=5" title="Update your contact center to version 21 to unlock the latest Voice features. This version introduces robust retry logic to handle rate limiting seamlessly, advanced controls for scheduled callbacks, and dynamic security token generation for Session Initiation Protocol (SIP) transfers. To test the updates before they go live in production, deploy them to your sandbox first.">Get the Latest Enhancements for Your Amazon Connect Contact Center</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_track_changes_voice_call_records.htm&amp;release=262.0.0&amp;type=5" title="Track changes to fields on the VoiceCall object. Select and monitor up to 20 fields. When a tracked field changes, a log entry captures the old value, the new value, the user who made the change, and the date and time. Activity fields aren't supported for history tracking.">Keep an Audit Trail of Voice Call Record Changes (Pilot)</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_byot_eca.htm&amp;release=262.0.0&amp;type=5" title="External client apps (ECAs) are the next generation of connected apps, designed to improve security and address packaging and distribution issues. While existing connected apps for Salesforce Voice with Partner Telephony integrations continue to work, you aren’t able to create new connected apps without first requesting the ability from Salesforce Support. Because Salesforce plans to eventually replace connected apps with ECAs, consider migrating to an external client app for Salesforce Voice with Partner Telephony.">Improve Security for Partner Telephony by Migrating to an External Client App</a></li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>