---
schema_version: "1"
id: ff67e52f9392a8e4996acb884013fa9f1d369b175074ba0a1e4b3c6d448be3c9
title: Test Calls in 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_test_implementation.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_test_implementation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e8f2a3c8b5096244ea8c90d96aa4d23b4ba475c7377c5722bfcab7296f97e324
description: After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Test Calls in your Contact Center

After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.

### 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="d11422e78">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11422e78 ">To answer and make calls and to view Voice Call Records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11422e78 ">Salesforce Voice Contact Center Rep permission set</td>

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

For help using the Phone tab in the Omni-Channel utility, see [Answer and Make Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_make_calls.htm&release=264.0.0&type=5 "Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.").

1. Accept an inbound call.
    1. Log in to Salesforce and open the console app where Voice is set up.
    2. Open the Omni-Channel utility.
    3. In Omni-Channel, set your availability—that is, your presence status—so you can make and receive calls. Make sure that your microphone on your computer is enabled. When you set your presence status, Salesforce uses single sign-on (SSO) to connect you to your company’s Amazon Connect instance. It can take a few seconds to complete the SSO. After SSO is completed, you can make and receive calls on the Phone tab in the Omni-Channel utility.
    4. Call your contact center from a separate phone. The incoming call should appear in the Omni-Channel utility.
    5. To answer a call, click the checkmark button. A Voice Call record page opens.
    6. Talk and stay on the call for a few minutes, then end the call.
    7. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time.
2. Make an outbound call.
    1. In the Phone tab, enter the number that you want to call and click **Call**. You can also make outbound calls by clicking a phone number hyperlink (click-to-dial) in Agentforce Service (formerly Service Cloud).
    2. Talk and stay on the call for a few minutes, then end the call.
    3. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time.

#### See Also

- [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5 "Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.")