How to Configure Salesforce Service Cloud Voice (SCV)

Installation

To begin, you will need to install Aircall's SCV package

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

After installing, you will need to configure the following features in your Salesforce org:

• Omni-Channel
• Service Cloud Voice
• Contact Center
• Lightning App

Configuration

Omni-Channel setup

1. Navigate to the Setup section by clicking the gear icon in the top right corner
2. In the quick find box, search for Omni-Channel Settings
3. Adjust the settings so that the following options are checked, as shown in the screenshot below:
   • Enable Omni-Channel
   • Enable SKills-Based and Direct-to-Agent Routing
   • Enable Secondary Routing Priority
   • Enable Status-Based Capacity Model
   • Define login behavior when an agent using Omni-Channel opens a new window or tab -> Automatically log agent in to Omni-Channel in the new window or tab

4. Reload the page
5. Search for Presence Statuses in the quick find box
6. Create 2 presence statuses: Online & Busy

Online

Busy

7. Search for Profiles in the quick find box and select it to be shown a list of Profiles
8. In the list of profiles, find and click on the System Administrator profile
   • You may need to click next at the bottom of the list to navigate to the next screen in order to find the System Administrator profile, or can click the "S" to filter for only profiles beginning with "S"
9. In the System Administrator profile, locate the Enabled Service Presence Status Access section, click Edit, then assign the two presence statuses accordingly

Service Cloud Voice setup

1. In the Setup page, search for and select Partner Telephony Setup
2. Enable Service Cloud Voice

3. In the quick find box, search for Permission Sets
4. Click on the Clone option next to Aircall SCV User

5. Rename the label to Aircall SCV Permissions and the Api Name to Aircall_SCV_Permissions
6. Click on Aircall SCV Permissions, then click on App Permissions

7. Click on Edit then enable the Control Call Recording permission, then click Save

8. Next, click on your avatar in the upper-right of your Salesforce page then click on your user name

9. Click on the User Detail button in the right corner then click Permission Set Assignment
10. Click on Edit Assignments to allocate the following permission set, as shown in the screenshot below:
    • Aircall SCV Permissions
    • Aircall SCV User
    • Contact Center Admin (Partner Telephony)
    • Contact Center Agent (Partner Telephony)
    • Contact Center Supervisor (Partner Telephony)

Contact Center setup

1. Back on the Setup page, search for Partner Telephony Contact Centers in the quick find box

2. To create a new Contact Center, click on New and then select Aircall for Service Cloud Voice

3. Click on Upload an XML contact center definition file and proceed to upload the contactCenter.xml file attached at the bottom of this article
4. Click on the new contact center and scroll down to the section labeled Contact Center Users
5. Add your user by clicking on Add and searching for your user

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

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

Add Trusted URL

1. Search for and click on Trusted URL in the quick find box
2. Enter the API name as aircall_scv_connector
3. Add https://salesforce-scv-connector.aircall.io to the URL field
4. Configure the settings as follows:
   • Active should be checked
   • CSP Context should be set to All
   • All boxes under the CSP Directives section should also be checked

Page Layout Assignment

1. In Setup, select the Object Manager and search for Voice Call

2. Click on the Voice Call object, then click on Page Layout Assignment

3. Click Not Assigned for System Administrator then select Aircall Voice Call and assign it to your agents/managers profile

4. Click Save to assign Aircall Voice Call to your profile

Allow Agents to Decline a Call

1. In the Setup page search for Presence Configuration
2. Click on Edit next to Default Presence Configuration
3. Enable the option Allow agents to decline work requests, then save

Lightning App setup

1. Search for App Manager in the Setup page

2. Click on New Lightning App, then enter an App Name and Developer Name. The name entered should indicate that the app is for Service Cloud Voice

3. Click Next, then set your App Options as follows:
   • Navigation Style: Console navigation
   • Supported From Factors: Desktop and phone
   • Setup experience: Setup (full set of Setup options)

4. Click Next, then click Add Utility Item
5. Search for and select Omni-Channel

5. On the next page, search for Voice Calls and Aircall Voice and ensure they are added as Selected items

6. Continue clicking next through the pages until you arrive at the User Profiles
7. Search for and add System Administrator to the Selected Profiles

8. Finally click on Save and Finish. The app will be created, and can be accessed through the App Launcher

In the bottom-left corner of the screen, you will now find the Aircall Login Page for Omni-Channel. Login to start using Aircall with Salesforce SCV!