Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice).
Required Editions
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- Always keep Salesforce Voice and Voice with Telephony Providers separate. If your org has both Salesforce Voice and Voice with Telephony Providers, make sure that there’s no overlap between phone numbers, channels, users, queues, and flows. For example, don’t route calls from an Amazon-provisioned phone number to a rep or queue associated with Salesforce Voice. Similarly, don’t route calls from a Salesforce Voice-provisioned number to a rep or queue associated with Voice with Telephony providers.
- Assign contact center users (admins, supervisors, and service reps) either Salesforce Voice permission sets or Voice with Telephony Providers permission sets. If users have both permission sets, you can’t add them to a contact center that uses Voice with Telephony Providers.
- If you assign Salesforce Voice permission sets to Voice with Telephony Providers users (admins, reps, and supervisors), these users can only handle calls from a phone number procured from Salesforce Voice. They can’t handle calls from a phone number procured from Voice with Telephony Providers.
- Set up separate reports and dashboards for Salesforce Voice and Voice with Telephony Providers. Assigning users of Salesforce Voice and Voice with Telephony Providers to the same role may impact reporting metrics.