---
schema_version: "1"
id: b76133809aeed411d76c4c09271a864df65a33569e184eeb49eafd357fa65373
title: Set Up Contact Center Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_manage_access.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f1cd9ebcee19efe003ca46142a032354b120e2f6936d34e8e60cac50c15bd33b
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Contact Center Users

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.

### 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>

1. **[Assign Contact Center Permission Sets for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5)**  
    Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.
2. **[Add and Remove Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&release=264.0.0&type=5)**  
    After you create a contact center, you can add more users to it or remove users who no longer need access.
3. **[Create Or Update Contact Center Users in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_users.htm&release=264.0.0&type=5)**  
    Use Salesforce Bulk APIs to add contact center users in bulk. You can use this bulk operation if you want to add or update more than 100 users at a time.
4. **[Create Contact Center Queues in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_queues.htm&release=264.0.0&type=5)**  
    Use the Salesforce Bulk API 2.0 to create contact center queues in bulk. This method streamlines the process of managing large numbers of queues for your contact center.
5. **[Create Contact Center Groups in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_groups.htm&release=264.0.0&type=5)**  
    Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers.
6. **[Use Customized Usernames for Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_custm_usnm.htm&release=264.0.0&type=5)**  
    A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users.
7. **[Map Your Existing Salesforce Users to Telephony Provider Users](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&release=264.0.0&type=5)**  
    To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users.
8. **[Assign Delegated Contact Center Admins](https://help.salesforce.com/s/articleView?id=service.voice_delegated_admin.htm&release=264.0.0&type=5)**  
    Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings.

#### See Also

- [Set Up Agents](https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&type=5&language=en_US)