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.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: | Customize Application AND Manage Call Centers |
| To create and manage a contact center: | Salesforce Voice Contact Center Admin |
If rep-to-rep calls is enabled in your org, you must add Voice Call (VoiceCall)
as a selected object to the Change Data Capture Event.
Note For orgs using Salesforce Voice with Amazon Connect or Salesforce Voice with
Partner Telephony from Amazon Connect, a call must be active for a rep to use rep-to-rep
dialing. When not on an active call, reps should use Direct Inward Dialing (DID). Other
partner telephony providers support rep-to-rep dialing when not on an active call. Check
with your telephony provider to confirm support.
- From Setup, in the Quick Find box, enter Change Data Capture, and then select Change Data Capture.
- In the Available Entities column, select Voice Call (VoiceCall), and then click the right arrow to move it to the Selected Entities column.
- Save your change.