---
schema_version: "1"
id: 42d134a2cb38710254d9c533190542d4df4b8fa709aebf6efb01fb21b426eb16
title: Salesforce Voice Planning Checklist
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_planning_checklist.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_planning_checklist.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b012775bdfacdda8b01d074e30a3bddc511c15aebeee7560512326e1b5c2712a
description: Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Salesforce Voice Planning Checklist

Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139141e77">Step</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139141e80">Where to Learn More</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 1: </strong><strong>Review Voice’s key concepts and limitations. </strong>Understand the
            terms we use when talking about telephony, and read through the Voice limits and
            limitations. </td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_key_concepts.htm&amp;release=264.0.0&amp;type=5" title="When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony.">Salesforce Voice Key Concepts</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.">Salesforce Voice Limits and Limitations</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 2: </strong><strong>Choose a telephony model. </strong>Decide whether to use the
            out-of-the-box Amazon Connect telephony, work with your own telephony provider, or integrate
            an existing Amazon Connect instance with Voice.</td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&amp;release=264.0.0&amp;type=5" title="Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.">Choose Your Voice Telephony Model</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 ">
            <p><strong>Step 3: </strong><strong>Consider your service limits.</strong> If your contact center will use
              Amazon Connect telephony, decide whether to increase your Amazon service limits, or quotas.
              Ask an AWS Solution Architect for help if you’re not sure. Amazon’s limits control things
              such as:</p>
            <ul>
              <li>The maximum number of concurrent active calls</li>
              <li>The maximum number of transcription jobs</li>
              <li>The list of countries that can be called in outbound calls</li>
            </ul>
            <p style="margin-bottom:0;">If your contact center will use partner telephony, ask your telephony provider about
              their service limits.</p>
          </td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&amp;release=264.0.0&amp;type=5" title="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.">Increase Amazon Service Quotas</a>
            </p>
            <p>
              <em>Amazon Help:</em>
              <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" target="_blank">Amazon Connect Service Quotas</a>
            </p>
            <div>
              <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                <div class="slds-media slds-media_responsive">
                  <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-tip"><img style="margin-bottom:0;" src="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" alt="Tip"></span></div>
                  <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;" id="voice_planning_checklist__note_xdn_wps_kdc"><a name="voice_planning_checklist__note_xdn_wps_kdc"><!-- --></a><span class="slds-text-title_caps">Tip</span> For the default list of countries supported
                    for outbound calls, see the section named “Countries you can call.”</div>
                </div>
              </div>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 ">
            <p><strong>Step 4: </strong><strong>Plan your phone number porting. </strong>Decide whether and how to
              use your existing phone number or numbers in your new contact center. </p>
            <p>Phone number
              porting is highly regulated, can’t be rushed, and requires you to submit a porting
              request with your telephony provider many weeks in advance. To avoid any anxiety
              about the porting timeline, we recommend taking this approach:</p>
            <div><a name="voice_planning_checklist__ol_dfk_xps_kdc"><!-- --></a>
              <ol id="voice_planning_checklist__ol_dfk_xps_kdc">
                <li>Claim a new phone number for testing and production.</li>
                <li>Forward traffic to that number from your original production phone number
                  until testing is complete.</li>
                <li>Port the original production phone number from your previous telephony
                  provider to your new one. </li>
              </ol>
            </div>
            <p style="margin-bottom:0;">If your contact center will use partner telephony, ask your telephony provider
              about number porting requirements.</p>
          </td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <em>Amazon Help:</em>
            <a href="https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html" target="_blank">Port Your Current Phone
              Number</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 5: </strong><strong>Design your environment and testing strategy.</strong> Decide how
            many sandbox orgs you need. If your contact center will use Amazon Connect telephony,
            decide how many Amazon Connect test instances you need. Then, develop a plan to
            migrate data between production and test environments.</td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_sandbox.htm&amp;release=264.0.0&amp;type=5" title="You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data.">Try Salesforce Voice in Your Sandbox</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.voice_test_implementation.htm&amp;release=264.0.0&amp;type=5" title="After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.">Test Calls in your Contact Center</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 6: </strong><strong>Review networking requirements and our network preparation
              recommendations.</strong> If your contact center will use Amazon Connect telephony,
            review AWS’s networking guidance to avoid blocking important network ports. If your
            contact center will use partner telephony, check with your telephony provider about
            their networking requirements.</td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&amp;release=264.0.0&amp;type=5" title="To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).">Prepare Your Network for Salesforce Voice</a></p>
            <p style="margin-bottom:0;">
              <em>Amazon Help:</em>
              <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Set Up Your Network</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 ">
            <p><strong>Step 7: </strong><strong>Plan your routing requirements.</strong> Your IVR determines how
              customers navigate your phone support and get routed to your support team. Consider:</p>
            <ul>
              <li>Your current routing logic</li>

              <li>How you’d like to improve it using Amazon Connect routing profiles and queues,
                or equivalent features from your telephony provider</li>

              <li>Available pre-built solutions</li>

            </ul>
            <p style="margin-bottom:0;">We recommend starting simple by using the contact flows provided by
              Salesforce. These contact flows demonstrate good IVR practices. You can then build
              them out to move toward your ideal IVR, testing each change that you make. If you’re
              using a partner telephony provider, refer to your vendor’s documentation for help
              setting up your IVR.</p>
          </td>

          <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 ">
            <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm" target="_blank">Using Salesforce Voice Contact
              Flows</a>

          </td>

        </tr>
      </tbody>
    </table>

After you complete these planning steps, it’s time to start your setup.