--- schema_version: "1" id: 6ea105dcf427b9142f1221832e5caf1b261b511de13c6192ad5be61412769e9f title: Customize Salesforce Voice collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_customize.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_customize.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: fac78368f3ddbd2a6043b75b0d59b0083bcb3c23f178e3d6c4d60bb63cab12a4 description: You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. products: - Service Cloud - Digital Engagement release: "264" --- # Customize Salesforce Voice You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. ### Required Editions
View supported editions.
## Customization Options by Telephony Model After you have set up the basic version of Salesforce Voice and configured the contact center, consider these optional customizations. The list of customizations varies based on your telephony model. Because Salesforce Voice with Partner Telephony depends on partner integrations, feature support varies based on telephony partner implementation. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you haven’t [set up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") or [configured basic setup for your contact center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "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."), start there first, then return here to discover capabilities. ## Customize Your Contact Center | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5 "To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.") | Yes | Yes | Yes | | [Set Up Org-Wide Sharing for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_org_wide_sharing.htm&release=264.0.0&type=5 "To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record.") | Yes | Yes | Yes | | [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&release=264.0.0&type=5 "Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce.") | Yes | Yes | Yes | | [Disaster Recovery for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery.htm&release=264.0.0&type=5 "During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable.") | Yes | Yes | Yes | | [Configure Single Sign-On (SSO) with Your Own Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_sso_idp.htm&release=264.0.0&type=5 "Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel.") | Yes | Yes | Yes | | [Enable the Option to Request a Callback](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_queued_callback.htm) or [Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&release=264.0.0&type=5 "Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing.") | Yes | Yes | Yes (Ask partner for instructions) | | [Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_omni_amazon_enable_voice_call_transfers.htm) | Yes | Yes | Yes (Ask partner for instructions) | | [Add Messaging to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&language=en_US) | Yes | Yes | Yes | ## Customize Amazon Connect for Voice | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.") | Yes | Yes | No | | [Customize Call Journeys with Amazon Connect Flows](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_contact_flows.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers.") | Yes | Yes | No | | [Configuring Single Sign-On (SSO) with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_config_sso.htm&release=264.0.0&type=5 "Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials.") | Yes | Yes | No | | [Salesforce Voice Additional AWS Services Add-on License](https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&release=264.0.0&type=5 "Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).") | Yes | Yes | No | | [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.") | Yes | Yes | No | | [Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&release=264.0.0&type=5 "You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features.") | No | Yes | No | ## Customize Partner Telephony for Voice | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Configure Single Sign-On (SSO) with Salesforce as the Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_config_sso.htm&release=264.0.0&type=5 "For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO.") | No | No | Yes | ## Customize Call Routing | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Route Calls to Queues](https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&release=264.0.0&type=5 "Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.") | Yes | Yes | Yes | | [Route Calls with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5 "Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels.") | Yes | Yes | Yes | | [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") | Yes | Yes | No | | [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.") | Yes | Yes | Yes | ## Customize the Service Rep Experience | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5 "The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.") | Yes | Yes | Yes | | [Set Up the Service Console App for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_org_config.htm&release=264.0.0&type=5 "Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls.") | Yes | Yes | Yes | | [Configure the Phone Book for Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_phone_book.htm&release=264.0.0&type=5 "Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility.") | Yes | Yes | Yes | | [Mask Customer Phone Numbers](https://help.salesforce.com/s/articleView?id=service.voice_mask_customer_phone_numbers.htm&release=264.0.0&type=5 "Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts.") | Yes | Yes | Yes | | [Respect Rep Capacity for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5 "Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call.") | Yes | Yes | Yes | | [Add Screen Pops to Give Reps More Context about Conversations](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_screen_pop_action.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Sync Rep Presence Statuses Automatically](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&release=264.0.0&type=5 "Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work.") | Yes | Yes | No | | [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") | Yes | Yes | No | | [Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5 "Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.") | Yes | Yes | No | | [Grant Reps Access to View Rep Statuses When Transferring Calls](https://help.salesforce.com/s/articleView?id=service.view_agent_statuses.htm&release=264.0.0&type=5 "To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only.") | Yes | Yes | Yes | | [Resolve Common Status Conflicts](https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5 "To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.") | Yes | Yes | No | | [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5 "Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.") | Yes | Yes | Yes | | [Let Reps Pause and Resume Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_control_call_recording.htm&release=264.0.0&type=5 "Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. ") | Yes | Yes | Yes | | [Set Up Desk Phones for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&release=264.0.0&type=5 "You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.") | Yes | Yes | Yes | | [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5 "To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.") | Yes | Yes | Yes | | [Configure Caller ID for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.") | Yes | Yes | Yes | | [Set Up Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5 "Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof.") | Yes | Yes | Yes | | [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") | Yes | Yes | Yes | ## Customize the Supervisor Experience | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Enable Command Center for Service](https://www.google.com/url?q=https://help.salesforce.com/s/articleView?id%3Dsf.omnichannel_supervisor_monitor_agents.htm&language=en_US) | Yes | Yes | Yes | | [Enable the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Custom Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Show All Offline Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Create Custom Tabs for Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Add Command Center for Service to the Service Console](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_omni_supervisor_to_service_console.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Enable Listen In for Supervisors](https://help.salesforce.com/s/articleView?id=service.voice_listen_in_setup.htm&release=264.0.0&type=5 "Enable supervisors to listen in to any ongoing call from Command Center for Service.") | Yes | Yes | Yes | ## Automate Your Contact Center with Artificial Intelligence | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Sentiment Journey for Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Work Summaries for Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&type=5&language=en_US) and [Set Up Work Summaries for Voice Calls](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&type=5&language=en_US) | Yes | Yes | Yes | ## Discover Cross-Cloud Outbound Capabilities | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") | Yes | Yes | No | | [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5 "Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.") | Yes | Yes | Yes | | [Reach Your Customers Using High-Volume Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5 "Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services.") | Yes | Yes | No | | [Integrate Salesforce Voice with Sales Engagement](https://help.salesforce.com/s/articleView?id=service.voice_high_velocity_sales.htm&release=264.0.0&type=5 "Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.") | Yes | Yes | Yes | | [Customize Automatic Task Creation](https://help.salesforce.com/s/articleView?id=service.voice_customize_automatic_task_creation.htm&release=264.0.0&type=5 "Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls.") | Yes | Yes | Yes | #### See Also - [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm) - [Salesforce Voice with Partner Telephony Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm) - [Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&language=en_US) - [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.")