Pre-requisites and Limitations

Pre-requisites

Before you can turn on Voice, you will need to set up the prerequisite services in your org. Deploy a My Domain, so you can create a single sign-on URL to allow agents to easily log in to your contact center. Enable Omni-Channel to let your agents make and receive calls.

Available in:

• Lightning Experience
• Performance, Enterprise, and Unlimited Editions
• Sales Cloud and Service Cloud as an add-on license

User Permissions needed

• To set up a domain name: Customize Application
• To set up Omni-Channel: Customize Application

Setup My Domain

Salesforce Voice requires My Domain. If your org does not have a deployed My Domain, please set one up. For more information, see My Domain.

caution

Do not change the My Domain name after Voice has been turned on, otherwise the Voice implementation will need to be restarted.

Enable Omni-Channel

If Omni-Channel is already enabled in your org, skip this step. From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings. Select Enable Omni-Channel. Click Save.

Licenses

• Service Cloud Voice for Partner Telephony license

Limitations

• Voice is available only in Lightning Experience.
• Voice is supported on Service Cloud and Sales Cloud as an add-on license.
• Voice isn’t supported on Salesforce Mobile or on iPad Safari.
• Voice is supported only on the Google Chrome and Mozilla Firefox web browsers. Cookies must be enabled to allow single sign-on (SSO).
• Telephony is highly regulated, so check with your Salesforce representative about the availability of Voice in your region.
• Please also check the Service Cloud Voice Limits and Limitations

note

Proceed to the Installation and Configuration Guide