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Add and Remove Users in Your Partner Telephony Contact Center

After you create a contact center for Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, add users to your contact center. You can add Service Cloud Users who have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set. Remove users who no longer need access.

Required Editions

This article applies to:

  • Salesforce Voice with Partner Telephony
  • Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
  1. In your telephony provider’s system, add the users to the call center. Salesforce and the telephony provider don’t automatically sync users, so you must manually create users and then add them to your telephony provider’s call center and the Voice contact center.
    Important
    Important If you want to use single sign-on (SSO) to authenticate support reps, the username must be the same for both Salesforce and the telephony partner.
  2. In Salesforce, add the users to your Voice contact center.
    1. From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select Partner Telephony Contact Centers.
    2. Select the contact center that you want to modify.
    3. In the Contact Center Users section, click Add.
    4. Select the users that you want to add to this contact center. Add only one or two users at a time.
      The list shows only users who have the Salesforce Voice Contact Center Admin (Partner Telephony) or Salesforce Voice Contact Center Rep (Partner Telephony) permission sets. If you don’t see the users that you want to add, make sure that they have the right permission sets, and then try adding them again.
    5. Click Done.


If a user no longer needs access to your contact center, remove them. Removing a user only takes away their ability to access the contact center. It doesn’t delete the user or change their ability to access other parts of Salesforce.

  1. In the Contact Center Users section, select the user that you want to remove.
  2. Click Remove | OK.
  3. Work with your telephony provider to remove the user from their telephony system.