Lightning Voice In Salesforce | Techila
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Lightning Voice In Salesforce

LIGHTNING VOICE IN SALESFORCE

Lightning Voice In Salesforce

Lightning Voice is an out-of-the-box solution giving sales people everything they need to be productive without complex configurations. Most importantly, it leverages the power of Salesforce—the comprehensive, unified CRM platform—and ensures that every interaction with a customer is an opportunity to create a memorable experience.

With Lightning Voice, now you can:

Increase Call Productivity – Users can speed up the process of calling a customer or prospect by dialing them directly from Sales Cloud Lightning with a simple click. In addition, when a lead, contact or account is created in the field, salespeople will get a notification on their desktop with the new account record and number so they can instantly call them.

Engage in Smarter Conversations – Answering phone calls can also be done directly inside Sales Cloud with a simple click. The moment a prospect calls, reps can immediately view valuable data about this prospect including their sales history and company news.

Automatically Log Calls – With Lightning Voice, any outbound or inbound call can be automatically logged to the appropriate lead or contact record.

Easily Take Persistent Notes – During a call, you can now easily take notes right in Sales Cloud Lightning and automatically log these notes against the call record, even if you’re switching from screen to screen.

Localize Your Number to Match a Contact’s Region – You can now increase the likelihood that your call will be picked up by selecting a phone number that is local to the contact’s region. For example, if you’re calling a prospect in New York City, you can select a 212 area code.

With Lightning Voice, sales, service and marketing teams can connect with customers in a whole new way.

Voice Prerequisites:

Plan out your implementation before enabling Voice in your organization. Having a dedicated network for your Voice calls is best. Salesforce recommend having at least 10 kbps per Voice session available, but having 500 kbps+ per Voice session is optimal. The supported browsers for Voice include the most recent versions of Chrome, Firefox, and Edge.

You also need open ports on your computer and network firewalls for Voice to work. Make sure that the following ports aren’t blocked:

  • TCP: port 80 and 443
  • UDP: all ports between 10,000 and 60,000

 

The Voice product currently includes the following limitations:

  • Voice features are available in Lightning Experience on the desktop only.
  • Phone numbers in reports and dashboards can’t be directly called with Voice.
  • Outgoing calls are supported to the U.S. and Canada only.
  • Every license is allowed one dedicated number. To change it, an admin can release the number and the Voice user can then reassign themselves another number. Admins can release and replace, at most, a single number for each user each month.
  • 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. Before beginning the implementation process, Salesforce must enable Voice permissions and provision Voice licenses for your organization. Your Salesforce contact coordinates it with you, but you can check if your organization has available Voice licenses. In Setup, enter Company Information in the Quick Find box, then select Company Information, and check for Voice Outbound User, Voice Minutes, and Voice Inbound User under Permission Set Licenses.

 

Enable Voice:

Turn on Voice from the Voice Settings page in Lightning Experience.

  1. From Setup, enter Voice Settings in the Quick Find box, and then select Voice Settings.
  2. Enable Voice.

 

 Create a Permission Set with Voice Features:

Assign the Voice app permissions with a custom permission set.

  1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
  2. Click New.
  3. Enter a name for the permission set.
  4. Click Save.
  5. Click App Permissions.
  6. Click Edit.
  7. Select Access Voice Minutes, Access Voice Outbound Calls, and (if available) Access Voice Inbound Calls.
  8. Click Save.

Note: The License dropdown should have None selected. Don’t select a specific user license for the permission set.

 

Assign the Voice Permission Set to Users:

Assign the Voice licenses to users from Setup.

  1. From Setup, enter Users in the Quick Find box, and then select Users.
  2. Select a user.
  3. In the Permission Set License Assignments related list, click Edit Assignments.
  4. Assign the Voice Minutes, Voice Outbound User, and (if available) Voice Inbound User licenses and click Save.
  5. In the Permission Set Assignments related list, click Edit Assignments.
  6. Add the Voice permission set under Enabled Permission Sets and click Save.
  7. Repeat the process for other users you want to grant Voice access to.

The number of permission sets you can assign is limited by the number of feature licenses you’ve purchased.

References:

https://resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf/salesforce_voice_implementation_guide.pdf

https://fonolo.com/blog/tag/lightning-voice/

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