--- schema_version: "1" id: 1978c410127160281263cc452a6f5869ccf48242dc442fbcfce7b2909c808890 title: Configure Your Contact Center collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_contact_center_configure.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f447140fd463c8484bf5fab6d249bdd5b54eccb024aa8b0ad61f341e32f382b5 description: To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces. products: - Service Cloud - Digital Engagement release: "264" --- # Configure Your Contact Center To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces. ### Required Editions
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- **[Set Up Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5)** Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider. - **[Configure Your Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5)** Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). - **[Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5)** To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. - **[Create a Default Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_default_phone_channel.htm&release=264.0.0&type=5)** To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record. - **[Set Up the Service Rep Workspace](https://help.salesforce.com/s/articleView?id=service.voice_agent_workspace_setup.htm&release=264.0.0&type=5)** Now that you set up your phone channel and added users to your contact center, it's time to add Omni-Channel to the service rep's workspace. To enable reps to change their presence status and triage their incoming work assignments, add Omni-Channel to the app where they work. - **[Set Up the Supervisor Workspace](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_workspace_setup.htm&release=264.0.0&type=5)** Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work. - **[Restrict Phone Type Selection for Contact Center (Beta)](https://help.salesforce.com/s/articleView?id=service.voice_phone_type.htm&release=264.0.0&type=5)** Configure a contact center to restrict reps to use only the softphone and hide the desk phone option in the Omni-Channel utility. This feature helps enforce company policies and meet regulatory compliance requirements. - **[Next Steps for Salesforce Voice after Contact Center Configuration](https://help.salesforce.com/s/articleView?id=service.voice_configure_cc_next_steps.htm&release=264.0.0&type=5)** You’ve set up Salesforce Voice (formerly Service Cloud Voice) and customized your contact center. Now that basic setup is done, learn about more advanced features and optional customizations that can enhance the experience of your reps and customers. #### See Also - [Create Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5 "Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.") - [Create Your Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_create_cc.htm&release=264.0.0&type=5 "After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information.") - [Use a New Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_new_byoa.htm&release=264.0.0&type=5 "Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect.") - [Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&release=264.0.0&type=5 "Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice.") - [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&release=264.0.0&type=5 "You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role.")