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.
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
Note Phone Type Selection feature is a pilot or beta service that is subject to the Beta
Services Terms at Agreements - Salesforce.com or a written Unified
Pilot Agreement if executed by Customer, and applicable terms in the Product Terms
Directory. Use of this pilot or beta service is at the Customer's sole
discretion.
You must have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set to restrict the phone type selection for the contact center.
- In the contact center details page, click in the Phone Type Settings section.
-
Select the option.
- Save the changes.
Note If a rep is logged in when the setting is changed, they must refresh their browser for
the new setting to apply in the Omni-Channel utility.
To disable the restriction for phone type selection, deselect the Restrict Phone Type Selection option and save the changes. When disabled, the rep's phone type reverts to their previously saved selection.