---
schema_version: "1"
id: d4b6b0f96db1e11036e16a7b0445e647ce625cb7e0bcc91f7c059c8b2d232519
title: Let Reps Test Their Workstations with Connection Status Utility
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_pt_setup_status_utility.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 33e2f151e10010b8ef6b468e6f7e1866a62dba0e015f74bdd34745a9407d465e
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Let Reps Test Their Workstations with Connection Status Utility

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

<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="d23263e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">To set up the Connection Status utility:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">View Setup and Configuration</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">To use the Connection Status utility:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">
              <p>Salesforce Voice Contact Center Rep permission set</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Contact Center Admin permission
                set</p>
            </td>

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

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.

1. From Setup in Lightning Experience, enter App in the Quick Find box, and then select **App Manager**.
2. Click the dropdown next to the console app that you want to add Connection Status to, and then click **Edit**.
3. Under Utility Items, click **Add Utility Item**.
4. Search for and select **Connection Status**.
5. Save your changes.
6. 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**.
7. Open your contact center.
8. 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**.

#### See Also

- [Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&language=en_US)
- [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&language=en_US)
- [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.")