Configuring Service Cloud Voice

In our previous post on Service Cloud Voice, we reviewed what this new telephony tool actually does, and how it can be beneficial to organizations.

It’s great to know the “why” – but now we want to get into the “how”.

How do you actually get started and set up Service Cloud Voice in your organization?

We will walk through the information you need, and give you the step-by-step instructions on how to configure these in your own org.

There are two different deployment models that you can select from: SCV Bundle (also known as SCV) and SCV Bring Your Own Amazon (also known as BYOA or Salesforce Partner Telephony with Amazon Connect).

SCV Bundle: This deployment model requires AWS services to enable SCV to run from a new AWS account created by Salesforce under Salesforce’s AWS Master Payer Account. The customer has root access to the AWS account, but a Service Control Policy allows customers to use a fixed number of AWS services. This is the simpler of the two solutions to deploy, as Salesforce assists with some of the heavy lift.

SCV BYOA: This deployment model requires AWS services to enable SCV to run from a customer’s AWS account. In BYOA, a customer can use additional AWS services beyond the scope of SCV. These two deployment models are similar in terms of SCV-specific features and functionality. This model can be more appropriate for organizations that already have an AWS system and the know-how to build/maintain it.

To perform a Service Cloud Voice integration, some steps must be taken to ensure everything will work successfully. Most of these steps do not take a large amount of time to implement; however, it is important to allow enough time to test properly.

Licences Required 

To configure Service Cloud Voice, use a Service Cloud Voice Users Licence in Salesforce org. Navigate to and follow the steps to sign up for your own Developer Edition org.

Perform a Prerequisite Test

Ensure that Service Cloud Voice can be installed in your org before taking steps to implement it. This includes creating a custom domain to ensure your contact centre can be accessed easily with a single sign-on URL and turning on Omni-Channel so agents can receive calls.

Service Cloud Voice configuration steps Service Cloud Voice configuration steps

Enable Identity Provider

After logging in, you should enable the Identity Provider setting to access Amazon and Salesforce with a single sign-on. This step will guarantee that user settings are immediately transferred between the two platforms, saving you a ton of work and making the user login procedure quick and simple.

Service Cloud Voice configuration steps

Activating Service Cloud Voice

Service Cloud Voice can be activated easily via the Salesforce Setup menu; however, further steps must be taken to create the Amazon Connect instance and set the Amazon Web Services subaccount.

Salesforce Creates an Amazon Web Services (AWS) account, which is used to create your Amazon Connect instance when you enable Service Cloud Voice with Amazon Connect.

Service Cloud Voice configuration steps

Enter the email address you want to use for the new AWS account. Salesforce uses this email address to create the root user in your Amazon Web Services subaccount, which is auto-created for you once you click Turn On Voice. The root email address must be unique and can’t be used with another AWS service.

A few minutes after Voice is turned on, AWS sends an email to the root user’s email address to notify them that the Amazon Web Services account is enabled. Salesforce sends an email to notify the Salesforce admin that Voice is turned on.

Service Cloud Voice configuration steps

The root user can reset the password and log in to the AWS Management console.

Service Cloud Voice configuration steps

Confirm Tax Registration Number

Here’s a great example of where you can do some advance homework to prevent your project from stalling. Find out your Tax Registration number.

This setting only applies to production systems. For Service Cloud Voice to work successfully, the tax registration number must be confirmed and entered in the AWS tax setting page. But be careful; it’s important to note that this number cannot be changed once entered. U.S. Customers may have a different procedure than non-U.S.-based customers. Once this step is completed, you must acknowledge it in Amazon Settings.

Service Cloud Voice configuration steps

Assign Permission Sets to Users

There are two permission sets included with Service Cloud Voice. Assign each user the appropriate permission based on your determination of which users belong in the Contact Center Agent and Contact Center Admin permission sets.

Service Cloud Voice configuration steps

Create a Contact Center

The next step is to create a contact centre based on your region. This can be done via the Salesforce Setup menu. Once this is done, add users to the contact centre.

Service Cloud Voice configuration steps

Service Cloud Voice configuration steps

Configure the Amazon Connect instance

Unlike most Salesforce services, which leverage backend AWS services, SCV allows us to log into AWS to configure your telephony settings. This can be intimidating. In some cases a Salesforce Admin might be more comfortable having a Partner or an internal AWS team assist with this part of the configuration.

Navigate to the Salesforce Setup Home, use the Quick Find box to find the Amazon Contact Centers node, and configure the Telephony Provider Settings link to be redirected to Amazon Connect Setup.
Claim phone numbers and associate them with inbound and outbound contact flows. If needed, we can customize the contact flows based on our call routing requirements.

Service Cloud Voice configuration steps

To Claim phone numbers, Choose an available phone number by selecting DID (Direct Inward Dialing) and configure the inbound SCV Contact flow.

Service Cloud Voice configuration steps

Service Cloud Voice configuration steps

Configure the Outbound caller ID number for the numbers claimed and select the Outbound whisper flow.

Service Cloud Voice configuration steps

Configure User Interface Setup
Lastly, configure and create a voice call lightning record page before testing.

It’s Go Time!

Navigate to the Service Console app and Use the Omni-Channel component in the utility bar at the bottom of your screen to set your status to Available for call to start using inbound and outbound calls from your softphone.


Setting up Service Cloud Voice effectively and accurately requires giving yourself enough time. Agents and supervisors must have the appropriate training, and user acceptability testing must be carried out properly.

Instructions on how to operate the product and troubleshoot any issues that arise should be documented. A soft launch should be conducted while planning the introduction of Voice in order to account for any faults that need to be fixed based on user feedback.


Salesforce Service Cloud Voice paired with Amazon Connect is a great tool that can promote a positive customer experience. Agents can benefit from having reduced clicks, more accurate information, and faster response times. Managers can monitor conversations and gather data to improve training and coach agents in real time.

Want to learn more about Salesforce Service Cloud Voice and Amazon Connect? Get in Touch! We’d love to discuss more with you.

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