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Salesforce Voice Implementation Guide

Salesforce Voice Implementation Guide

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Sales Dialer Implementation
Guide
Salesforce Spring

salesforcedocs
Last updated March

Copyright salesforcecom inc All rights reserved Salesforce is a registered trademark of salesforcecom inc

as are other names and marks Other marks appearing herein may be trademarks of their respective owners

CONTENTS

Set Up Sales Dialer
Dialer Prerequisites
Dialer Limitations
Enable Sales Dialer
Add Dialer to the Utility Bar
Assign the Dialer Permission Set to Users

How Do I Manage Dialer Usage

Release a Dialer Number
Remove Dialer Licenses from Users
Test Dialer Features in Sandbox
Sales Dialer Troubleshooting Tips

SET UP SALES DIALER

Dialer allows users to access telephony features directly in Salesforce

EDITIONS

To use Dialer in your org
Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization
Dialer Limitations
Be aware of the limitations that apply to Sales Dialer
Enable Sales Dialer
Turn on Dialer from the Dialer Settings page in Lightning Experience
Add Dialer to the Utility Bar
Use the App Manager to make Dialer available from the utility bar at the bottom of the page
The utility bar gives your sales reps quick access to commonly used tools
Assign the Dialer Permission Set to Users
Assign the Dialer licenses to users from Setup

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

Set Up Sales Dialer

Dialer Prerequisites

Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization

EDITIONS

The supported browsers for Dialer include the most recent versions of Chrome Firefox and Edge

Make sure your browser allows Web RealTime Communication WebRTC This should be enabled

by default but if your teams are using Edge make sure the Hide my local IP address over WebRTC

connections option in the aboutflags menu is not selected

Available in Lightning
Experience

Having a dedicated network for your Dialer calls is best We recommend having at least kbps
per Dialer session available but having kbps per Dialer session is optimal For more information
about Dialers network requirements see Sales Dialer Network Requirements

Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions

To use the Voicemail Drop feature content deliveries need to be enabled for your org From Setup
enter Content Deliveries in the Quick Find box Then select Content Deliveries and
Public Links Ensure that the Content Deliveries feature can be enabled for users setting is
selected If you dont see the setting available contact Salesforce Customer Support

Sales Dialer is available for
an additional cost as an
addon license

Note Dialer should not be assigned to users already using Open CTI

To disable Open CTI for users from Setup enter Users in the Quick Find box then

select Users Then deselect the Call Center field for Dialer users
If your org has record types enabled for tasks you need to assign the Log a Call quick action to a
specific record type in order to log calls
If calls continue in inactive tabs for longer than your orgs session timeout limit they arent logged
properly Notes made on the call may also be lost If your org automatically logs out users after a
short time such as minutes encourage reps to keep the tab active or modify your orgs session
security settings From Setup enter Session Settings in the Quick Find box Then select
Session Settings and make updates

USER PERMISSIONS

To enable Dialer features
Customize Application
To assign permission sets
Assign Permission Sets
To manage users
Manage Users

AND

Manage Profiles and
Permission Sets

Before beginning the implementation process Salesforce must enable Dialer permissions and
provision Dialer licenses for your organization Your Salesforce contact coordinates it with you but
you can check if your organization has available Dialer licenses In Setup enter Company
Information in the Quick Find box then select Company Information and check for Dialer Outbound User and Dialer Inbound
User under Permission Set Licenses
For information about using Dialer in a sandbox environment see Test Dialer Features in Sandbox

Set Up Sales Dialer

Dialer Limitations

Dialer Limitations
Be aware of the limitations that apply to Sales Dialer

EDITIONS

General Limitations
Dialer features are available in Lightning Experience on the desktop only
No support in Experience Cloud sites
Users can now store up to voicemail messages in Salesforce Voicemail messages are limited
to two minutes The messages are saved as files in Salesforce and they count toward your files
storage quota
Call Monitoring is not supported in Salesforce Essentials

Outgoing calls are supported to the US and Canada only

The Local Presence feature is only available in the US and isnt available in Canada

Permission set groups arent supported for Dialer permissions Assign Dialer and Call Monitoring
permission sets without using permission set groups

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

Dialer users cant have Service Cloud Voice permission sets or be part of a Salesforce call center
Phone numbers in dashboards cant be directly called with Dialer
The utility bar supports only one Phone item at a time
Users cant pop out or pop in the call panel from the utility bar during an active call
When users call a landline number thats busy Dialer ends the call without ringing or a busy signal
Deactivated call result values arent removed from the call panel Delete any unneeded call result values instead
Users need the Edit Task permission to log calls This permission isnt automatically included with some profiles so users with those
profiles can make calls but those calls arent logged
Users need a Dialer Inbound license to access personal Dialer settings from the call panel
If youre creating a sandbox from an org that already has voice calls voice call records and voice call recordings are not copied over
To use Dialer in sandbox you must enable it from Setup again
It isnt possible to make or receive live calls with Dialer in sandbox environments You can make test calls and test automation that
occurs after a call is made such as the log a call task For more details see Test Dialer Features in Sandbox
Phone Number Limitations
Phone numbers are subject to availability and numbers from all area codes may not be available
Every inbound license is allowed one dedicated number To change it an admin can release the number and the Dialer user can
then reassign themselves another number Admins can release and replace at most a single number for each user each month

Set Up Sales Dialer

Enable Sales Dialer

Enable Sales Dialer
Turn on Dialer from the Dialer Settings page in Lightning Experience

EDITIONS

From Setup enter Dialer in the Quick Find box then select Dialer Settings
Enable Dialer
Optionally enable personal voicemail prioritized call lists voicemail drop and other settings
for your org as well
Note You can turn on and manage more features under the Dialer node in Setup
Depending on your org this may include local presence call result tracking and more

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

USER PERMISSIONS

To enable Dialer features
Customize Application

Add Dialer to the Utility Bar
Use the App Manager to make Dialer available from the utility bar at the bottom of the page The
utility bar gives your sales reps quick access to commonly used tools

EDITIONS

From Setup enter App Manager in the Quick Find box then select App Manager

Available in Lightning
Experience

Edit an existing Lightning app or click New Lightning App You can also upgrade a custom
Classic app to a Lightning app
If available the Lightning Sales app contains numerous options preconfigured for sales users
On the Utility Items tab click Add Utility Item and select Dialer
On the User Profiles tab make the app available to relevant user profiles
Verify the other app details including the app name branding information and available menu
items

Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

Save your changes
To verify your changes from the App Launcher find and open the app that has Sales Dialer enabled

USER PERMISSIONS

To enable Dialer features
Customize Application

Set Up Sales Dialer

Assign the Dialer Permission Set to Users

Assign the Dialer Permission Set to Users
Assign the Dialer licenses to users from Setup

EDITIONS

Permission set groups arent supported for Dialer permissions Assign Dialer and Call Monitoring
permission sets without using permission set groups
Dialer users cant have Service Cloud Voice permission sets or be part of a Salesforce call center
From Setup enter Users in the Quick Find box then select Users
Select a user
In the Permission Set Assignments related list click Edit Assignments
Assign the Dialer Outbound and if available Dialer Inbound permission sets
Click Save
Repeat the process for other users you want to grant Dialer access to
The number of permission sets you can assign is limited by the number of feature licenses
youve purchased
Note Assigning the permission set automatically assigns a corresponding permission
set license However if you wish to remove Dialer licenses from a user you need to remove
both the permission set and the permission set license to make the feature licenses
available to reassign

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

USER PERMISSIONS

To assign permission sets
Assign Permission Sets

HOW DO I MANAGE DIALER USAGE

See your orgs Dialer usage from Setup

EDITIONS

From Setup enter Usage Report in the Quick Find box then select Usage Report
The page displays your orgs total minutes used this month and last month You can view usage
by date and also sort and filter the usage data
Release a Dialer Number
Release a number from the Number Management page in Setup
Remove Dialer Licenses from Users
Make Dialer licenses available for others by removing the permission sets and the permission
set licenses from existing users
Test Dialer Features in Sandbox
Test Dialer in a sandbox environment by reenabling the feature in a full sandbox org Calls
placed in a sandbox are test calls and phone numbers arent actually dialed

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

Sales Dialer Troubleshooting Tips
Make sure your environment is set up to use Dialer and you have the most recent version of Chrome Firefox or Edge

Release a Dialer Number
Release a number from the Number Management page in Setup

EDITIONS

Once you release a number it cant be recovered You can still access calling data but you cant
make calls with the number Admins can release at most a single number for each user each month
Reassigning a number to another user is not yet supported
Released custom numbers can continue to be used if theyre still available
From Setup enter Number Management in the Quick Find box then select Number
Management
Click

next to a number

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

Click Release

USER PERMISSIONS

To enable Dialer features
Customize Application

How Do I Manage Dialer Usage

Remove Dialer Licenses from Users

Remove Dialer Licenses from Users
Make Dialer licenses available for others by removing the permission sets and the permission set
licenses from existing users

EDITIONS

When assigning licenses to users you need to only assign permission sets Permission set licenses
are added automatically However to make the licenses available to reassign you need to remove
both the permission set and the permission set license

Available in Lightning
Experience

From Setup enter Users in the Quick Find box then select Users
Select a user
In the Permission Set Assignments related list click Edit Assignments
Remove the Dialer permission sets
Click Save
In the Permission Set License Assignments related list click Edit Assignments
Deselect the Dialer permission set licenses

Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

USER PERMISSIONS

Click Save

To remove permission sets
Assign Permission Sets

Test Dialer Features in Sandbox
Test Dialer in a sandbox environment by reenabling the feature in a full sandbox org Calls placed
in a sandbox are test calls and phone numbers arent actually dialed

EDITIONS

If you have an org with Dialer enabled you can test some Dialer features in a sandbox environment
You can place fake outbound calls in sandbox Inbound calls are not supported

Available in Lightning
Experience

Create a full sandbox of your Dialer org

Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions

Log in to your sandbox
From Setup enter Dialer Settings in the Quick Find box then select Dialer
Settings
Toggle the Dialer setting off then back on again
Finish setting up Dialer in your sandbox org
If you havent finished setting up Dialer this includes adding Dialer to the utility bar creating
a Dialer permission set and assigning the permission set to users
Note When selecting phone numbers in sandbox each user can choose from the same
list of dummy numbers An error may occur if multiple users are assigned to the same
phone number

Sales Dialer is available for
an additional cost as an
addon license

USER PERMISSIONS

To enable Dialer features
Customize Application
To view a sandbox
View Setup and
Configuration
To create refresh activate
and delete a sandbox
Manage Sandbox

How Do I Manage Dialer Usage

Sales Dialer Troubleshooting Tips

Sales Dialer Troubleshooting Tips
Make sure your environment is set up to use Dialer and you have the most recent version of Chrome
Firefox or Edge
Problem

I cant make a call

Potential Solutions
Make sure you have a network connection
Make sure youve granted your browser permission to access
your microphone
Check that Dialer is properly set up in your org For more
information about initial set up see Dialer Prerequisites in
the Salesforce Help

The audio is dropping
inandout of my call

Check the quality of your network connection Its best to use a
high speed or separate network for calling activity or to prioritize
Dialer traffic on your network

Im getting oneway audio
on either end

Make sure your microphone and speaker are attached and
enabled and that your microphone isnt muted
Check that you have opened the correct ports in your computer
and network firewalls

The audio quality is poor on Use a wired USB headset over wireless or mobile headphones

my call
Try to reduce the noise in your area and take calls in a quiet
location
Adjust the microphone and speaker volume settings
If youre using a wireless connection switch to a hardwired
connection with adequate bandwidth
Turn off or disconnect other devices that may be using up
bandwidth on your network
Close extra applications and browser tabs to make sure your
computer has enough resources to make a quality call
Im having problems with
ending or logging longer
calls

You may be exceeding your orgs session timeout limit If your org
automatically logs out users after a short time ongoing calls in
inactive tabs arent logged properly Keep the tab active or contact
your Salesforce admin about modifying your orgs session security
settings

Im seeing an Internal

Consistency Evaluator ICE

error ICE negotiation with

Twilio failed

Your network connectivity is poor or your connection is being
blocked by a firewall Check your connection and try again It may
help to restart your browser or system If the problem persists
contact your network administrator

EDITIONS

Available in Lightning
Experience
Available with Sales Cloud
and Service Cloud in
Essentials Professional
Enterprise Performance
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
addon license

***