---
schema_version: "1"
id: cdb6d09b4ab14c8dc4d418272f106dcf526afb32487927f9e1e6e689b4139d93
title: Considerations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_begin.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_begin.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 06c4e7512757de721c212f14b34742fb6ffd054e0f7f50794e9fbe52a9fcefe0
description: 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).
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Considerations

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

- 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](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5 "Use permission sets to control access to your Agentforce Contact Center.") or [Voice with Telephony Providers permission sets](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&type=5&language=en_US). 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.