To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up the Connection Status utility: |
Customize Application AND View Setup and Configuration |
| To use the Connection Status utility: |
Salesforce Voice Contact Center Rep permission set OR Salesforce Voice Contact Center Admin permission set |
When reps click Run Test from the Connection Status utility, their browser, microphone, virtual desktop infrastructure, and third-party identity provider statuses are verified. Reps using Salesforce Voice with Amazon Connect run the Amazon Connect Endpoint Test Utility to verify their connection. If verification fails, messages instruct reps how to debug their Voice setup to connect successfully. Additionally, add the Provider Status section to Connection Status so reps can monitor their status in Amazon Connect and manually sync it for rare status mismatch issues.
Add the Connection Status utility to console apps so it’s available to reps.
- From Setup in Lightning Experience, enter App in the Quick Find box, and then select App Manager.
- Click the dropdown next to the console app that you want to add Connection Status to, and then click Edit.
- Under Utility Items, click Add Utility Item.
- Search for and select Connection Status.
- Save your changes.
-
To add a Provider Status section to the Connection Status Utility (for Amazon Connect
only), from Setup, in the Quick Find box, enter
Contact Centers, and select Amazon Contact Centers. - Open your contact center.
- Edit your contact center details, select Add telephony provider presence status to Connection Status utility, and then save your changes.
Alternatively, to add Connection Status to Voice extensions, use Lightning App Builder to drag the Connection Status standard component to the Lightning pages used as extensions, and then click Save.