Aircall Help Center | Salesforce Voice: setting up the Custom Dialer

Salesforce Voice: setting up the Custom Dialer

The Custom Dialer is part of the Aircall for Service Cloud Voice managed package. It adds an Aircall-powered panel inside the Salesforce Omni-Channel softphone your agents already use, giving them Aircall call tools without leaving the Omni-Channel panel.

How it works

The Custom Dialer appears inside the Omni-Channel softphone panel when an agent is on a call.
It's organized into tabs, each providing a specific capability.
Tabs turn on and off automatically based on what's happening on the call, for example, options for an outbound call appear only while an outbound call is in progress.
Everything runs through your existing Aircall connection. No separate app or browser tab is required.

What's in the Custom Dialer

Capability	What it lets agents do	When it's available
Voicemail Drop	Leave a pre-recorded voicemail message in one click when an outbound call reaches voicemail, instead of recording the same message manually each time	During an outbound call
Insight Cards	Automatically shows the caller's matching Salesforce record, no manual search needed	Whenever a call is active
Tags & Notes	Add tags and notes to the call directly from the panel, during the call or right after it ends	During and right after any answered call

Note: Each tab has its own dedicated article with full setup and troubleshooting detail: Insight Card: Automatic caller lookup in Salesforce Voice, Call Tagging and Mandatory Tagging in Salesforce Voice, and Voicemail Drop in Salesforce Voice.

Before you begin

Service Cloud Voice is enabled, with the Aircall (Bring Your Own Telephony) contact centre configured.
Omni-Channel is set up and added to the agent's Lightning app.
The Aircall for Service Cloud Voice managed package, version 0.10.0 or later, is installed. Existing orgs upgrade automatically; new orgs install once using the link Aircall provides.
Agents are assigned the Aircall permission set and are members of the contact centre.
Agents have an active Aircall user with at least one assigned Aircall number.

Setting up the Custom Dialer

Steps

Make sure the package is in place.
- If this is a new installation, install the Aircall for Service Cloud Voice managed package v0.10.0 or later using the link provided by Aircall.
- Existing customers don't need to do anything, the package upgrades automatically.
Go to Setup > Contact Centers and open your Aircall for Service Cloud Voice contact centre to view its Contact Center Details.
Click Edit.
In the Voice Extension field, select Aircall Voice Extension. Optionally, tick Always Show Voice Extension so the dialer always shows in the call-control panel for this provider.
Save the contact centre. The Custom Dialer is now available to agents in this contact centre.
Confirm the relevant agents have the Aircall permission set and are members of the contact centre.
Test with a call. Log in as an agent, open the Lightning app with Omni-Channel, and place a test outbound call. The Custom Dialer should appear in the softphone panel, with Voicemail Drop available during the call.

Troubleshooting

Symptom	Likely cause	What to do
The Custom Dialer doesn't appear in the softphone panel	The Voice Extension field on your Aircall contact centre isn't set correctly	Go to Setup > Contact Centers > your Aircall contact centre > Contact Center Details and confirm Voice Extension is set to Aircall Voice Extension. If it should always be visible, tick Always Show Voice Extension too, then refresh the agent's browser.
The panel appears but is blank, or shows a loading spinner that never finishes	The managed package isn't up to date, the agent isn't logged in to Aircall, or the browser is blocking third-party content	Confirm the Aircall for Service Cloud Voice package is installed and updated, the agent is logged in to Aircall, and the browser isn't blocking third-party content for the Aircall domain. A hard refresh, or reopening Omni-Channel, usually clears a one-off issue.
Changes to the configuration aren't taking effect	The Voice Extension change wasn't saved, or the agent hasn't reloaded	Confirm the change on the contact centre was saved, then have the agent fully reload Salesforce, since the panel loads when Omni-Channel starts.
Agent sees nothing in Omni-Channel, or can't go online	Missing permission set, contact centre membership, or Omni-Channel isn't added to the app	Confirm the agent has the Aircall permission set, is a member of the contact centre, and that Omni-Channel is added to the Lightning app they're using.
Agent is repeatedly asked to log in to Aircall	An active session conflict	Confirm the agent isn't logged in to Aircall in another tab or the desktop app at the same time. Clear the browser session and log in again.
Calls ring in Salesforce but the dialer controls don't respond	A number or network issue	Confirm the agent's Aircall number is active and assigned to them, and that there's a stable network connection to Aircall.

If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Aircall number and email, the browser in use, and a description of what you're seeing.

How it works

The Custom Dialer appears inside the Omni-Channel softphone panel when an agent is on a call.
It's organized into tabs, each providing a specific capability.
Tabs turn on and off automatically based on what's happening on the call, for example, options for an outbound call appear only while an outbound call is in progress.
Everything runs through your existing Aircall connection. No separate app or browser tab is required.

What's in the Custom Dialer

Capability	What it lets agents do	When it's available
Voicemail Drop	Leave a pre-recorded voicemail message in one click when an outbound call reaches voicemail, instead of recording the same message manually each time	During an outbound call
Insight Cards	Automatically shows the caller's matching Salesforce record, no manual search needed	Whenever a call is active
Tags & Notes	Add tags and notes to the call directly from the panel, during the call or right after it ends	During and right after any answered call

Note: Each tab has its own dedicated article with full setup and troubleshooting detail: Insight Card: Automatic caller lookup in Salesforce Voice, Call Tagging and Mandatory Tagging in Salesforce Voice, and Voicemail Drop in Salesforce Voice.

Before you begin

Service Cloud Voice is enabled, with the Aircall (Bring Your Own Telephony) contact centre configured.
Omni-Channel is set up and added to the agent's Lightning app.
The Aircall for Service Cloud Voice managed package, version 0.10.0 or later, is installed. Existing orgs upgrade automatically; new orgs install once using the link Aircall provides.
Agents are assigned the Aircall permission set and are members of the contact centre.
Agents have an active Aircall user with at least one assigned Aircall number.

Setting up the Custom Dialer

Steps

Make sure the package is in place.
- If this is a new installation, install the Aircall for Service Cloud Voice managed package v0.10.0 or later using the link provided by Aircall.
- Existing customers don't need to do anything, the package upgrades automatically.
Go to Setup > Contact Centers and open your Aircall for Service Cloud Voice contact centre to view its Contact Center Details.
Click Edit.
In the Voice Extension field, select Aircall Voice Extension. Optionally, tick Always Show Voice Extension so the dialer always shows in the call-control panel for this provider.
Save the contact centre. The Custom Dialer is now available to agents in this contact centre.
Confirm the relevant agents have the Aircall permission set and are members of the contact centre.
Test with a call. Log in as an agent, open the Lightning app with Omni-Channel, and place a test outbound call. The Custom Dialer should appear in the softphone panel, with Voicemail Drop available during the call.

Troubleshooting

Symptom	Likely cause	What to do
The Custom Dialer doesn't appear in the softphone panel	The Voice Extension field on your Aircall contact centre isn't set correctly	Go to Setup > Contact Centers > your Aircall contact centre > Contact Center Details and confirm Voice Extension is set to Aircall Voice Extension. If it should always be visible, tick Always Show Voice Extension too, then refresh the agent's browser.
The panel appears but is blank, or shows a loading spinner that never finishes	The managed package isn't up to date, the agent isn't logged in to Aircall, or the browser is blocking third-party content	Confirm the Aircall for Service Cloud Voice package is installed and updated, the agent is logged in to Aircall, and the browser isn't blocking third-party content for the Aircall domain. A hard refresh, or reopening Omni-Channel, usually clears a one-off issue.
Changes to the configuration aren't taking effect	The Voice Extension change wasn't saved, or the agent hasn't reloaded	Confirm the change on the contact centre was saved, then have the agent fully reload Salesforce, since the panel loads when Omni-Channel starts.
Agent sees nothing in Omni-Channel, or can't go online	Missing permission set, contact centre membership, or Omni-Channel isn't added to the app	Confirm the agent has the Aircall permission set, is a member of the contact centre, and that Omni-Channel is added to the Lightning app they're using.
Agent is repeatedly asked to log in to Aircall	An active session conflict	Confirm the agent isn't logged in to Aircall in another tab or the desktop app at the same time. Clear the browser session and log in again.
Calls ring in Salesforce but the dialer controls don't respond	A number or network issue	Confirm the agent's Aircall number is active and assigned to them, and that there's a stable network connection to Aircall.