---
schema_version: "1"
id: c438e905b402849dfcdbe1e0d324c3e3d4cc2f3d52cda9525ca8ee2f00ffcca1
title: Help Customers on the Phone with Salesforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_help_customers.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_help_customers.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f97fac7b690682b686eb7608de124c04ca0332925e456a3d3f75826dd497661
description: In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Help Customers on the Phone with Salesforce Voice

In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<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>

- **[Make and Answer a Call in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_make_call.htm&release=264.0.0&type=5)**  
    Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.
- **[Automatic Voice Call Linking with Click-to-Dial](https://help.salesforce.com/s/articleView?id=service.afcc_sv_click_to_dial.htm&release=264.0.0&type=5)**  
    When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles.
- **[Transfer a Call](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_call.htm&release=264.0.0&type=5)**  
    Transfer calls to another rep or queue so customers are connected to the right person who can help.
- **[Transfer a Call to Someone Outsider Your Company](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_to_external_contact.htm&release=264.0.0&type=5)**  
    Make a warm transfer to a person outside your company, like a partner or vendor. Talk to the external contact before you bring in your caller, without losing your connection to the caller.
- **[Return a Callback Request](https://help.salesforce.com/s/articleView?id=service.afcc_sv_return_callback.htm&release=264.0.0&type=5)**  
    Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.
- **[Wrap Up After a Call in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_after_convo_work.htm&release=264.0.0&type=5)**  
    Most customer service calls require closing work after they end. For example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time specified by your admin to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time.
- **[See Real-Time Conversations](https://help.salesforce.com/s/articleView?id=service.afcc_sv_real_time_conversation.htm&release=264.0.0&type=5)**  
    A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.
- **[Speech-to-Text Model for Voice Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_speech_to_text_model.htm&release=264.0.0&type=5)**  
    Voice transcription converts spoken conversations into text during voice interactions using specific speech-to-text models that determine LLM usage and language support.
- **[Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_audio_player.htm&release=264.0.0&type=5)**  
    Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.
- **[Use a Headset for Voice Calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_headset_calls.htm&release=264.0.0&type=5)**  
    You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your Bluetooth headset isn’t working and it has a USB adapter, using the adapter can sometimes resolve the issue.