Installing Salesforce Voice integration

This article explains how to install and configure the Aircall integration for Salesforce Voice (formerly Service Cloud Voice). You will install the Aircall package, configure Omni-Channel and Partner Telephony, assign required permissions, create an Aircall contact center, and complete Lightning app and page layout setup. Optional steps for real-time transcription and additional Voice components are included.

Note: Salesforce has renamed Service Cloud Voice (SCV) to Salesforce Voice. In Salesforce, you may still see some settings, permission sets, or components labeled “SCV”. Treat those as Salesforce Voice.

Important: You must have Salesforce administrator permissions to complete the installation and initial setup. Admin access is required to install the package, update permission sets, and create the contact center.
After installation, the user that installed the integration will only need API permission.

How it works

To enable Aircall with Salesforce Voice, you first install the Aircall Salesforce Voice package, then configure Salesforce Omni-Channel and Partner Telephony. You assign the required permission sets, create an Aircall contact center, configure a Lightning console app with Omni-Channel, and assign the correct Voice Call page layout. Once complete, agents can sign in to Aircall directly from Salesforce and handle calls through Omni-Channel.

1. Install the Aircall Salesforce Voice package

Steps:

1. Go to Aircall Dashboard → Integrations & API.
2. Use the search bar to search for Salesforce, then select it from the results.

3. Select Install integration to begin the installation process.

   

4. When prompted, click Authorize in the bottom-right corner to grant Aircall access.

   

5. Under Select numbers, click Add numbers.
   a. Choose the Aircall numbers you want to link to Salesforce.
   b. Click Add numbers in the bottom-right corner to continue.

Important: You can skip this step if needed, but at least one number must be linked for call activity to log in Salesforce. You can add or remove numbers later from the Aircall Dashboard. For step-by-step instructions, see Assigning your Phone Number to your Integration.

6. Choose your environment and select Production, then click Connect to Salesforce.

6. Log in to the Salesforce Environment you are installing the Salesforce Voice Integration package in.

7. On the installation screen, select Install for All Users, then click Install.

   

8. Click Done once installation is complete, then return to the installation flow and continue configuration.

Note: You are routed to Installed Packages page in Setup. Verify the Installed Packages list reflects the new package is installed.

10. Navigate to the Install the SCV package tab and click on Configure SCV.

    

11. Follow the Step-by-Step guide for configuring your newly installed Salesforce Voice Integration Package.

2. Configure Omni-Channel

2.1 Enable Omni-Channel:

1. In Salesforce, click the gear icon and select Setup.
2. In the Quick Find box, search for Omni-Channel Settings.
3. Enable the following:
   • Enable Omni-Channel
   • Enable Skills-Based and Direct-to-Agent Routing
   • Enable Secondary Routing Priority
   • Enable Status-Based Capacity Model
   • Auto-login to Omni-Channel in new tabs or windows
4. Click Save, then reload the page.

2.2 Create presence statuses:

1. In Setup, search for Presence Statuses.
2. Create two new statuses:
   • Online
     • Select the corresponding status option.
     • Add Phone as the service channel.
   • Busy
     • Select the corresponding status option.
3. Save both statuses.

Note: Presence status names can be customized, as long as the correct behavior is preserved (for example, an “Online” status for Phone).

2.3 Assign presence statuses to the System Administrator profile:

1. In Setup, search for Profiles and select System Administrator.

2. Navigate to Enabled Service Presence Status Access (Click the quick link at the top or scroll down) and click Edit.

   

3. Select the newly configured presence statuses in Available Service Presence Statuses and click Add to move them to Enabled Service Presence Statuses.
4. Click Save.

3. Aircall for Salesforce Voice Configuration

3.1 Enable Salesforce Voice (Partner Telephony):

1. In Setup, search for Partner Telephony Setup.
2. Enable Service Cloud Voice using the toggle (this setting may still display the legacy name).

3.2 Configure recording permissions:

1. In Setup, search for Permission Sets.

2. Clone Aircall SCV User and rename it to:

   • Label: Aircall SCV Permissions
   • API Name: Aircall_SCV_Permissions

   

3. Click on Aircall SCV Permissions.

4. Go to the Apps section and select App Permissions.

   

5. Click Edit, enable Control Call Recording. 
6. Then click Save.

3.3 Assign permission sets to your user:

1. Click your avatar in the top right corner and click on your user name.

   

2. Select the User Details button in the right corner.

3. Go to Permission Set Assignments, then click Edit Assignments.

   

4. Locate and select the below permission sets in Available Permission Sets, and add them to Enable Permission Set:
   • Aircall SCV Permissions
   • Aircall SCV User
   • Contact Center Admin (Partner Telephony)
   • Contact Center Agent (Partner Telephony)
   • Contact Center Supervisor (Partner Telephony)

5. Click Save.

   

3.4 Create an Aircall contact center and add users:

1. Download the file contactCenter_Production.xml available at the bottom of this article.
2. In Setup, search for Partner Telephony Contact Centers.
3. Click New, then select Aircall for Service Cloud Voice.

4. Click on Upload an XML contact center definition file and upload the contactCenter.xml file provided during the installation flow. You will see a green banner stating that your Aircall for Service Cloud Voice Contact Center is created

   

5. Open the newly created contact center.
6. Scroll to Contact Center Users and click Add.

7. Search for and add your user, then click Done.

   

Note: If your user is not visible, refresh the page.

If your user is still not visible, ensure they are not added to any other contact center or call center, as each user can only belong to one.

If your user is associated with another contact center or call center, please remove them before adding them to the Aircall SFV contact centre.

3.5 Add a Trusted URL:

1. In Setup, search for Trusted URL.
2. Click on New trusted URL and configure:
   • API Name: Aircall_SFV_Connector (or aircall_scv_connector if you already use that naming convention internally)
   • URL (Production): https://salesforce-scv-connector.aircall.io
   • Active: Checked
3. In CSP directives, check the following boxes:
   • connect-src (scripts)
   • font-src (fonts)
   • frame-src (iframe content)
   • img-src (images)
   • media-src (audio and video)
   • style-src (stylesheets)

4. Click Save.

   

3.6 Assign the Voice Call page layout:

1. In Setup, go to Object Manager and search for Voice Call.

2. Click on the Voice Call object link, then click Page Layout Assignment button in the top-right corner.

   

3. Click Edit Assignments.
4. Navigate to System Administrator.
5. Click Not Assigned in Page Layout column for System Administrator Profile to highlight it.
6. Click the Page Layout To Use drop down at the top.
7. Select Aircall Voice Call. You should see the Page Layout appear in the Page Layout column.

8. Click Save.

   

3.7 Enable the Omni-Channel Utility Item

There are two options for enabling the Omni-Channel utility item: utilizing an existing app or creating a new app and configuring it as part of setup steps.

A. Configure an existing app:

1. In Setup, search for App Manager.
2. Open the app you want to use and ensure:

   • Navigation Style: Console navigation

     

3. Click Next and select the Add Utility Item button.

4. Search and select Omni-Channel as a utility item. Then click Next.

   

5. Search for Voice Calls and Aircall Voice in the Navigation Items section and add them to the selected items. Then click Next.

   

6. Search and add System Administrator to Selected Profiles (and/or additional Profiles of your choosing).

7. Click Save and Finish.

   

B. Create a new app and configure as part of setup steps:

1. In Setup, search for App Manager.
2. Click New Lightning App in the top right corner.

3. Populate App Name, Developer Name (with a name resembling Salesforce Voice), description, and any other customization you’d like. Then click Next.

   

4. Select the following options:
   • Navigation Style: Console navigation
   • Supported Form Factors: Desktop and phone
   • Setup Experience: Setup (full options)
5. Click on Add Utility Item and select Omni-Channel. Then click Next.
6. Add Voice Calls and Aircall Voice as selected items. Then click Next.
7. Assign the app to System Administrator (and other profiles as needed).
8. Click Save and Finish, then open the app from the App Launcher.

Tip: Use clear naming for your Lightning app so users can easily identify the Salesforce Voice enabled app.

3.8 Log in to Aircall through Omni-Channel:

1. Navigate to the app you configured Omni-Channel in.
2. In the utility bar, open Omni-Channel and locate the Aircall Login Page.
3. Click Sign in to Aircall.

4. Set your Omni-Channel status to Online before making or receiving calls.

   

Note: Users must have a number assigned to them that is linked to the Salesforce Voice integration to log in successfully.

4. Activate real-time transcription per number

Once the add-on is enabled, you must activate live transcription for each phone number individually.

4.1 Admin Portal steps:

Ask your Aircall onboarding POC to enable the Salesforce Service Cloud Voice add-on for you. They will do it by going to the company Add-ons section in the Admin Portal

4.2 Aircall Dashboard steps:

Once the Admin Portal steps are completed by your onboarding POC, please:

1. Go to Aircall Dashboard > Numbers.
2. Select the number you want to configure Salesforce Voice Live Transcription on.
3. Go to the Settings tab, and scroll down to the Salesforce Voice Configuration section to enable Live Transcription.

4. Repeat for each phone number that requires transcription.

   

Important: Live Transcription will not be visible until the add-on is enabled in the Admin Portal.
Your company must have the enable_realtime_transcription feature flag activated.

4.3 Add the Enhanced Conversation component to the Voice Call record page:

1. Open a Voice Call record in Salesforce.

2. Click the gear icon and select Edit Page.

   

3. On the left side bar, ensure you are on the Components tab and search for Enhanced Conversation.
4. Drag and drop the component onto the page layout.
5. Click Save, then select the back arrow in the top right (next to Lightning App Builder).

5. Presence configuration

This section covers the required Salesforce Voice presence and wrap-up settings, plus the related Aircall configuration.

5.1 Allow agents to decline work requests:

1. In Setup, search for Presence Configuration.
2. Open Default Presence Configuration and click Edit.
3. Enable Allow agents to decline work requests.
4. Click Save.

5.2 Set After Conversation Work time:

1. In Default Presence Configuration, go to the After Conversation Work Time section.
2. Enable Give agents wrap-up time after conversations.
3. Set the wrap-up Duration (in seconds).
4. If needed, configure extension settings:
   • Enable Let agent extend timer
   • Set Extension Duration (in seconds)
   • Set Max Extensions

5. Click Save.

   

5.3 Add the After Conversation Work component to the Voice Call record page:

1. Navigate to a Voice Call record.
2. Click the gear icon and select Edit Page.
3. In the component panel, search for After Conversation Work.
4. Drag and drop the component onto the page.
5. Click Save.

5.4 Configure wrap-up time in the Aircall Dashboard:

1. Go to Aircall Dashboard > Users and Teams > All Users.
2. Select a user and open the Call preferences tab.
3. In the Call preferences section, set Wrap-up time.
4. Repeat for each user.

Note: Time values need to match across Wrap-up time in the Aircall dashboard and After Conversation Work in Salesforce.

FAQs

Where can I find the Aircall login in Salesforce?

After setting up your Lightning app, you will find the Aircall Login Page inside the Omni-Channel utility in the bottom utility bar.

Can I assign users to more than one contact center?

No. Each user can only be assigned to one contact center or call center at a time.

What happens if I do not assign the correct permission sets?

The integration may not function correctly and users may encounter restricted access or errors during call handling.