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Integrations - Salesforce Service Cloud Voice

Instructions below will guide you through the process of integrating VoIPstudio with Salesforce Omni-Channel Contact Centre using Third Party Telephony capability.

Before your proceed please make sure your Salesforce Edition is supported.

  1. Use the link below to install VoIPstudio Service Cloud Voice managed package:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04tGA000005Vm9yYAC

Select Install for All Users deployment option.

  1. From Setup, enter Omni-channel settings in the Quick Find box, then select Enable Omni-Channel checkbox.

  2. From Service Setup, enter Partner Telephony Setup in the Quick Find box, then set Service Cloud Voice to Enabled

  3. From Service Cloud Voice use Assign Permissions to delegate Contact Center Admin (Partner Telephony) permission set to your admin user(s) and Contact Center Agent (Partner Telephony) permission set to your agents.

  4. From Service Setup, enter Routing Configurations in the Quick Find box, then click New to crete a new Routing Configuration.

  5. Enter service_cloud_voice into Routing Configuration Name and Developer Name, set 1 as Routing Priority and External Routing as Routing Model. Enter 100 into Percentage of Capacity field and Save

  6. From Service Setup, enter Queues in the Quick Find box, then click New to create a new Voice Queue.

  7. Enter service_cloud_voice as Label and Queue Name, next select service_cloud_voice Routing Configuration and select Voice Call as Supported Object. Note: do not assign Queue members, as this will be done later in Contact Centre configuration - click Save.

  8. Download VoIPstudio Contact Center XML file to yout PC.

  9. From Service Setup, enter Partner Telephony Setup in the Quick Find box, then click New in Create Your Contact Center section, select SCV VOIP Connector and Upload XML file from the previous step.

  10. From Service Setup, enter Partner Telephony Contact Centers in the Quick Find box, then edit SCV VOIP Studio

  11. In the Contact Center Users section click Add to select users for your contact center. Note: you will need to reload Contact Centre settings page to see the change.

  12. In the Queue Mapping section click Add and select service_cloud_voice as Salesforce Queue, next enter service_cloud_voice as SCV VOIP Connector Queue Identifier and click Finish

  13. In the Contact Center Channels section click Add and enter service_cloud_voice into Channel Name and your VoIPstudio phone number assigned to the Queue using full international format and + prefix, for example: +12125678899. Select Queue as Call Routing Type and service_cloud_voice as Queue next click Save

  14. From Setup, enter Trusted URLs in the Quick Find box, then click New Trusted URL.

  15. Enter service_cloud_voice into API Name field and https://salesforce.ssl7.net into URL field, next select all CSP Directives as enabled and click Save

To confirm the deployment is configured correctly switch App to Service Console where VoIPstudio Login screen should be visible in Omni-channel widget.