---
schema_version: "1"
id: 4261103a4bb238fd4a5bf6ba2b3d0e9fda305e37fcf100d34a325d8aa2066427
title: Customize Call Controls and Voice Extensions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_pt_setup_extensions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fb7339aa20c4ffa361da217a0c354b42c7ac388542bda88851a41d278034aa9e
description: Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize Call Controls and Voice Extensions

Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click **More**.

### 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 permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38872e76">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">
              <p>Salesforce Voice Contact Center Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38872e76 ">
              <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center
                Admin</p>
            </td>

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

After you use Lightning App Builder to create a custom voice extension as a Lightning page, add it to your contact center so it’s available to reps.

1. From Setup, in the Quick Find box, enter Contact Center, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony model.
2. Select the contact center you want to add a voice extension for, and then click **Edit**.
3. In **Voice Extension**, choose your Lightning page.
4. If you want reps to access the voice extension before, during, and after calls to support various work, click **Always Show Voice Extension**. Otherwise, the extension only appears during calls. By default, **Always Show Voice Extension** is turned off.
5. Click **Save**.

If your Voice extension isn’t updated to support pre- or post-call work, it can show errors or show as empty. Disable your extension until you update it to show properly.

#### See Also

- [Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&type=5&language=en_US)