---
schema_version: "1"
id: b294bf99c515d3cbccc02236424533b32ec50fdc54fbabb6c6787872c338367e
title: Configure Caller ID for Your Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_identify_callers.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 66abfe75940a0eda49e9224b90dcd0ab754798486c5d8b6170c9e854cf27889a
description: Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure Caller ID for Your Contact Center

Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.

### 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="d108021e73">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d108021e73 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108021e73 ">
              <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="d108021e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108021e73 ">
              <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="d108021e73 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108021e73 ">
              <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="d108021e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108021e73 ">
              <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>

1. Match callers to End User records. You can later use Flow Builder to link the End User record to a Contact.
    1. From Setup, in the Quick Find box, enter Amazon Setup or Parter Telephony Setup, depending on your telephony provider, and then select **Amazon Setup** or **Partner Telephony Setup**.
    2. Turn on **Match Callers to End User Records**
2. Choose whether to override your phone channel number settings. When a caller dials in, an End User record is created or reused based only on the number they called from (and not the number dialed). Outbound calls aren’t affected and use the default phone channel.
    
    ![Match Callers to End User Records toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_match_callers.png)

After a rep identifies the caller and associates the End User record with a contact or account, all future calls from that number are associated with that contact or account.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Channel-object linking and match callers to End User records don’t work together. You can only use one or the other.