Salesforce Docs Portal

Set Up Masked Phone Calls for Real-Time Location

Using masked phone calls requires setting up Salesforce Voice with Amazon Connect.

Required Editions

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Appointment Assistant managed package and permission set license are required. You also need Salesforce Voice with the Amazon Connect license.
User Permissions Needed
To view the Amazon Setup page: Customize Application
To turn on Salesforce Voice: Customize Application
  1. Set up Salesforce Voice with Amazon Connect.
    1. Turn on Salesforce Voice.
    2. Confirm your tax registration number.
    3. Assign contact center permission sets.
    4. Create a Salesforce Voice contact center.
  2. Set up the contact flow and the lambda function.
    1. From Setup, in the Quick Find box, enter Voice, and then select Amazon Contact Centers.
    2. Open your contact center.
    3. Make sure that your contact center is on version 9.0 or above. See Salesforce Voice Contact Center Updates.
  3. Create a phone number.
    1. Set up your contact center phone number in Amazon Connect. See Manage Your Contact Center in Amazon Connect.
    2. Connect the phone number to the flow: Sample SVC Field Service Phone Call Subflow.
    3. Copy the Amazon Connect phone number, and paste it in the Amazon Connect Phone Number field of the Real-Time Location component settings. Make sure the Show Call button is also selected.
      Amazon Connent Phone Number field in the Real-Team Location component settings