---
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title: Salesforce Voice and Your Telephony System
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_and_your_telephony_provider.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_and_your_telephony_provider.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
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description: Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Salesforce Voice and Your Telephony System

Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></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>

For instance, to route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime.

Because the components are mapped, changes to Salesforce components are also made to the corresponding telephony system components. For instance, when a rep changes their status in Salesforce, their status is also changed in the telephony system.

#### See Also

- [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.")