Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) lets you create a Salesforce Voice contact
center that uses a telephony provider of your choice. Before you start, review the prerequisites,
limitations, and planning resources.
Required Editions
- Turn on Salesforce Voice with Partner Telephony
Enable Voice for your org.
- Install Your Telephony Provider’s Managed Package
Most Voice telephony partners provide a managed package that contains the metadata to connect Voice with the partner’s system. Download the package from AppExchange or ask your telephony provider for the installation URL.
- Create Your Partner Telephony Contact Center
After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information.
