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.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| User Permissions
Needed |
| To set default sharing access: |
Manage Sharing |
By default, access to voice calls is set to Private. Only the voice call’s owners
can see and edit the record.
-
From Setup, in the Quick Find box, enter Sharing Settings, and then
select Sharing Settings.
-
Under Organization-Wide Defaults, find Voice Call. To give all voice call reps view
access to any voice call, click Edit, and set access to
Public Read Only. To give all voice call reps view and edit
access to any voice call, click Edit, and set access to
Public Read/Write.
-
Save your changes.
Updating organization-wide sharing for voice calls can take some time. You receive an
email when the changes are complete.
