This article answers common questions about using Salesforce Voice (SfV) with Aircall, including permissions, call logging behavior, UI customization, and known limitations.

Required permissions for Salesforce Voice

To use SFV with Aircall, users must have specific Salesforce roles and permission sets.

Which permissions are required for SFV to work?

You must assign any one of the following roles, based on your business needs:

  • Contact Center Admin (Partner Telephony)
  • Contact Center Agent (Partner Telephony)
  • Contact Center Supervisor (Partner Telephony)

Additionally, the user must have the Aircall SfV User permission set assigned.

Important: Without the appropriate Contact Center role and the Aircall SfV User permission set, users may not be able to use Service Cloud Voice features with Aircall correctly.

VoiceCall object behavior

When is the VoiceCall object created?

The VoiceCall record is created as soon as the call is connected. This object is used by Salesforce to track the core details of the voice interaction.

SfV Phone user interface

Can the SfV Phone user interface be modified?

No. The SfV Phone UI is a standard, out-of-the-box component provided by Salesforce and cannot be customized.

Note: You can configure related Salesforce settings and workflows, but the visual layout and behavior of the SFV Phone interface itself are not configurable.

Call recording in Salesforce Voice

How can I enable call recording in SfV?

To enable call recording when using Aircall with SfV:

  1. Assign the Aircall SFV Permissions set to your users.
  2. This permission set includes the required settings for call recording to function properly.

Once assigned, calls handled through SFV can be recorded according to your configured policies.

Aircall Voice object and VoiceCall object

Why is there an Aircall Voice object if the VoiceCall object already tracks call data?

The Aircall Voice object acts as an extension of the standard VoiceCall object.

  • The VoiceCall object is a standard Salesforce object with limits on the number of fields it can contain.
  • Due to these limitations, the Aircall Voice object is used to store additional call-related data, such as enriched information or extended attributes that cannot be held in the standard object.

The Aircall Voice record is automatically created and linked whenever a VoiceCall record is created.

Known issues and limitations

Inbound calls open the utility bar automatically

If your org has the Aircall Omnichannel Extension component added to the Lightning app, the Salesforce utility bar opens automatically when an inbound call arrives, with an incoming call notification, even if it was previously minimized.


If the utility bar still isn't opening automatically, confirm the Aircall Omnichannel Extension component is added to your Lightning app and its label is set to Aircall Voice. Please see Insight Card: Automatic caller lookup in Salesforce Voice for full setup steps.

Calls logging to Salesforce Voice in the incorrect time zone

Some clients have reported that calls log to Salesforce Voice with an incorrect time zone, even when the correct time zone is set in Aircall.

This happens because call logging in Salesforce follows the time zone set on the user's Salesforce profile, not the time zone configured in Aircall.

How to fix it:
  1. In Salesforce, go to Setup > Users.
  2. Select the affected user.
  3. Under Locale Settings, update the Time Zone field to the correct value.
Note: This is a Salesforce user setting, not an Aircall setting. Updating the time zone in Aircall alone will not correct how calls are logged in Salesforce.