Set Up Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice)

The setup is performed in Salesforce, therefore the following sections give general instructions. If you need more detailed step-by-step information, visit the Salesforce help center. After adding the agent user accounts to the contact center, the agents can access the Phone tab in the Omni-Channel widget. In this tab they can log in and start handling calls. When you install Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice), you are given a trial license with 25 seats that will expire after 30 days. To avoid this expiration, you must talk to your account representative to update your license to an active license. The account representative must create a work order to update your license.

Before You Begin

Your Salesforce setup must include (Agent Workspace for Salesforce Voice (Agent for SCV) with Partner Telephony licenses. You must obtain these licenses through Salesforce.

  • You must have a Salesforce account with permissions to access and configure the Feature Settings page. Use this account to perform the steps on this page.
  • Ensure you have multiparty licenses enabled for your Salesforce org. Open a case with Salesforce to enable these licenses. If you do not have multiparty licenses, Agent Workspace for Salesforce Voice (Agent for SCV) may experience call control issues.
  • Acquire the contact center definition file from your account representative. This file must be in XML format.
  • Ensure you are installing and using Agent Workspace for Salesforce Voice (Agent for SCV) on a supported platform and in a supported browser.
  • Confirm that you do not have a namespace defined in your Salesforce org. You typically define a namespace when you use a developer org to create a managed package for distribution. Agent Workspace for Salesforce Voice (Agent for SCV) has its own namespace and will not run in an org that has already defined one. If you have one already defined, refer to Salesforce help.
  • If you already have a contact center definition named NICE CXone Contact Center, rename it before you install the application, because the installation will fail as it tries to create a new contact center definition.

  • Enable Omni-Channel — In Salesforce Setup, go to Omni-Channel Settings and enable Omni-Channel.

  • Enable Salesforce Voice Multi-Party Permissions — Ensure Multi-party Conferencing and Multi-party Consult are enabled to allow agents to use warm transfer and conference features in Agent Workspace.

Install the Salesforce Package

  1. Install the latest Managed Package.

    Eg: Salesforce Login

    If the partial URL is not copied correctly or replaced incorrectly, a "Page does not exist" error popup will be displayed.

  2. Assign all users to the latest installed package version.

  3. Select NiCE CXone Agent for Service Cloud Voice (BYOT).

  4. Click Get It Now.

  5. Click Install in production. If prompted, log in first by clicking Log in to the AppExchange.

  6. Agree to the terms and conditions, and then click Confirm and Install.
  7. If prompted, select a username and log in.

  8. Choose whether to Install for Admins Only, Install for All Users, or Install for Specific Profiles..., then click Install.

    If you choose Install for Specific Profiles..., you have the option to choose which profiles have access to the package. You can set a global policy by using the Set access level for all profiles to setting, and then modify profiles from there.

  9. Grant access to api.incontact.com and click Continue.

  10. When the installation has completed, click Done.

  11. Assign all users to the latest installed package version.

    If users are not assigned to the latest installed package version, they will not have access to the updated components and may experience errors or missing functionality when using Agent Workspace for Salesforce Voice (Agent for SCV).

You should now see CXone Agent for Service Cloud Voice in Installed Packages. To navigate there go to Setup > search for Installed Packages in Salesforce. There, you can see the number of licenses you have and the expiration date.

Partner Telephony Set Up

Enable Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) with Partner Telephony

  1. Log in to the Salesforce org where you want to install Agent Workspace for Salesforce Voice (Agent for SCV).
  2. Click Setup icon of a lightning bolt inside a gear. in the top right corner in Salesforce. Launch the Setup application.
  3. Search for Partner Telephony Setup. Select the Partner Telephony Setup search result. It will not appear if you don't have Partner Telephony licenses.
  4. On the Partner Telephony Setup page, configure the following settings:

    • Enable Omni-Channel → ON: Activates the Salesforce Omni-Channel routing system, which is required for agents to receive calls. If this is turned off, agents will not receive calls through Omni-Channel routing.

    • Enable Service Cloud Voice → ON: Enables voice integration with the telephony provider (for example, NICE CXone). If this is turned off, Service Cloud Voice features are disabled and Salesforce will not connect to the telephony provider.

    • Respect Agent Capacity → OFF: When this setting is on, Salesforce blocks call routing whenever an agent reaches their configured capacity. This can cause inbound calls to drop unexpectedly in Agent Workspace for Salesforce Voice (Agent for SCV). Turn this setting off so that agent capacity is managed through Presence Configurations instead.

Create an Available Presence Status

To enable your agents to handle calls, you must apply the Phone channel to at least one presence status. This gives your phone agents the ability to set their status to "Available" and accept calls. You can create a new status or apply a Phone channel to an existing status. Agent Workspace for Salesforce Voice currently only supports Salesforce statuses, not NiCE CXone unavailable codes.

  1. In Salesforce, click Setup icon of a lightning bolt inside a gear. in the top right corner. Launch the Setup application.
  2. Search for Presence Statuses and select the Presence Statuses search result.
  3. Set an available status:
    • If you want to create a new status:
      1. Click Add.
      2. Name the new status.
    • If you want to edit an existing status, click the status that you want agents to use for phone calls.
  4. Click to highlight Phone in the list of channels.
  5. Click >> to add Phone to the status.
  6. Click Save.

Assign the Presence Status to User Profiles

After creating the "Available" Presence Status, you must assign it to the appropriate user profiles so agents can use it.

  1. Navigate to Setup → Profiles.

  2. Open the relevant profile (e.g., System Administrator Profile).

  3. Click Edit on Enabled Service Presence Status Access, or search for Presence Status and edit the displayed option.

  4. Add the newly created Presence Status to the profile.

  5. Click Save.

    Refer to the Salesforce setup document for detailed steps on profile configuration.

    • If the "Available" Presence Status is not created or not assigned to a user profile, the user will not be able to receive calls.

    • To receive calls, the Service Cloud Voice (SCV) status must be set to "Available."

Create Contact Center

To integrate NICE CXone telephony with Salesforce, you must create a new Contact Center using the configuration file provided by NiCE.

  1. Save the NiCE CXone Call Center XML file. to your desktop.

    1. Right-click on the link above.

    2. Click Save link as.

    3. Save as an XML file to your desktop in a location you choose.

  2. In Salesforce, click Setup in the top right corner to launch the Setup application.

  3. Search for Partner Telephony Contact Centers and select the result.

  4. Click New to create a new Contact Center.

  5. Select NICE CXone Telephony Provider.

  6. Import the XML configuration file provided by NiCE.

  7. Click Save.

    The Contact Center will be created.

Create a Certificate in Salesforce

Salesforce Service Cloud Voice requires a self-signed certificate and a configured contact center to connect with NICE CXone. The certificate establishes a secure trust between Salesforce and CXone, and the contact center acts as the telephony configuration bundle for your organization.

The contact center configuration is the core telephony setup in Salesforce Service Cloud Voice. If any part of this configuration is missing, agents may not see the softphone panel or may not be able to handle calls from NICE CXone.

  1. In Salesforce, click Setupicon of a lightning bolt inside a gear. in the top right corner. Launch the Setup application.
  2. In the Setup navigation pane, search for Certificate and Key Management and select the Certificate and Key Management search result.
  3. Click Create Self-Signed Certificate.
  4. In the Label and Unique fields, enter NICE_Cxone_Service_Cloud_Voice.
  5. Click Save.
  6. Click Download Certificate.

    • Open the downloaded certificate file in a text editor (for example, Notepad++ or any plain text editor).

    • Copy the entire public key from the file.

    • Paste the public key into the Public Key field in your contact center configuration in Salesforce.

Update the Contact Center with the Public Key

After you obtain the public key, update the contact center configuration and add users.

The contact center configuration is the core telephony setup in Salesforce Service Cloud Voice. If any part of this configuration is missing, agents may not see the softphone panel or may not be able to handle calls from NICE CXone.

  1. Click Setupicon of a lightning bolt inside a gear.
  2. In the Setup navigation pane, search for Partner Telephony Contact Center and select Partner Telephony Contact Center.

  3. Click the name of the contact center you created.

  4. Click Edit.

  5. In the Public Key field, paste the public key you copied from the certificate.

  6. Click Save.

  7. In the Users section, add the users who need access to the contact center.

  8. To verify the configuration, go to a user's settings and confirm that the contact center is visible.

    The contact center tells Salesforce to use NICE CXone telephony behavior. Salesforce does not handle calling directly — it relies on this configuration to route calls through CXone.

Apply Permissions

After you enable Voice, Salesforce automatically creates four permission sets:

  • Contact Center Admin (Partner Telephony): Used to configure and manage Partner Telephony setup, contact centers, and telephony integrations.
  • Contact Center Agent (Partner Telephony): Allow agents to handle voice calls and use telephony features inside Salesforce.

  • Contact Center Supervisor (Partner Telephony): Enables supervisors to monitor agent activity in real time.

  • Partner Telephony Permission Set: Grants base-level access required for all SCV users to use core Partner Telephony features including call controls (answer, hold, mute, transfer).

Assign both permission sets to your account and add agents to continue the Agent Workspace for Salesforce Voice (Agent for SCV) setup.

  1. In the Setup navigation pane, search for Permission Sets and select the Permission Sets search result.
  2. Select the Contact Center Admin (Partner Telephony) permissions set, then click Manage Assignments.
  3. Click Add Assignment.
  4. Check the box next to your name, then click Next.
  5. Click Assign.
  6. Click Permission Sets in the Setup navigation pane again and repeat the process for the Contact Center Agent (Partner Telephony) permissions set.
  7. Click Permission Sets in the Setup navigation pane again and select the Contact Center Agent (Partner Telephony) permissions set.
  8. Click Manage Assignment > Add Assignment.
  9. Check the box next each user each agent you want to add and click Next.
  10. Review the list of users and click Assign.
  11. Assign Presence Sync status to Role:
    1. In the Setup navigation pane, search for Profiles and select the Profiles search result.
    2. Under Enabled Service Presence Status Access, click Edit.
    3. Add from the Available Services Presence Statuses column to the Enabled Service Presence Statuses column.
    4. Click Save.

Remote Site Settings

Remote Site Settings act as a whitelist that enables Salesforce to securely communicate with trusted external URLs. These settings are essential for telephony features such as initiating calls, updating call statuses, accessing recordings, and authenticating login requests.

  1. Retrieve your domain URL.

    1. In the Setup navigation pane, search for Domain and select the My Domain search result.

    2. Copy the URL from the Current My Domain URL field. This will be used to construct the required Remote Site URLs based on your org type.

  2. Construct Remote Site URLs: Replace {domain} with your My Domain value. To find it, go to Salesforce Setup → search for My Domain → copy the value from Current My Domain URL. For example, if your URL is https://acme.my.salesforce.com, your domain is acme.

    • VF Domain — Renders call panel & loads SCV app

      • Scratch: https://{domain}--nice-cxone.scratch.vf.force.com

      • Dev: https://{domain}--nice-cxone.develop.vf.force.com

      • Prod: https://{domain}--nice-cxone.vf.force.com

        Eg:

        • https://nice27-dev-ed--nicecxone.develop.vf.force.com

        • https://scvdeveloper1-dev-ed--nice-cxone.develop.vf.force.com

    • Secure Domain (SCRT) — Call records, state sync, agent status, token exchange

      • Scratch: https://{domain}.scratch.my.salesforce-scrt.com

      • Prod: https://{domain}.my.salesforce-scrt.com

      • Dev: https://{domain}.develop.my.salesforce-scrt.com

        Eg:

        • https://nice27-dev-ed.develop.my.salesforce-scrt.com

        • https://scvdeveloper1-dev-ed.develop.my.salesforce-scrt.com

    Both domain types are required for full functionality.

    • If VF missing → blank call panel, non-functional buttons, login redirect issues.

    • If SCRT missing → voice call records won't update, call state (Hold, Mute, ACW) won't sync, agent status won't synchronize, transcripts/recordings won't link.

  3. In the Setup navigation pane, search for Remote Site Settings and select it.

  4. Click New Remote Site.
  5. Enter a Remote Site Name.

  6. In the Remote Site URL field, enter the constructed domain URLs, as listed above.

  7. Repeat the steps to create all required remote site entries.

App Manager

You need two apps for Agent Workspace for Salesforce Voice (Agent for SCV):

  • Connected App: Provides account mapping credentials for the integration.

  • Lightning App: Gives agents access to the Omni-Channel widget and Voice Calls.

Create a Lightning App for Omni-Channel and Voice

  1. In the Setup navigation pane, search for App Manager and select the App Manager search result.

  2. Click New Lightning App.

  3. Enter an App Name.

  4. Click Next.

  5. Select Console Navigation as the navigation style.

  6. Under Form Factors, select Desktop.

  7. Click Next.

  8. Click Add Utility Item, then search for and select Omni-Channel.

  9. Click Next.

  10. From the Available Items list, search for Voice Calls and add it.

  11. Click Next.

  12. Click Next again.

  13. Under Available Profiles, search for and add all applicable profiles (for example, System Administrator).

  14. Click Save & Finish.

    If the Lightning App isn't configured with Omni-Channel and Voice Calls, agents won't see the Omni-Channel widget or the SCV softphone, and they won't be able to handle calls in Salesforce.

Enable Lightning Web Security

You must enable Lightning Web Security so that Lightning Web Components and Aura Components used by the SCV integration function correctly. This setting is also required so that agents can save dispositions.

  1. In the Setup navigation pane, search for Session Settings and select Session Settings.

  2. In the Lightning Web Security section, select the Use Lightning Web Security for Lightning web components and Aura components checkbox.

  3. Click Save.

    Salesforce may take a few minutes to apply the change. If the issue persists, try opening Salesforce in an incognito browser window or logging out and logging back in.

    vIf Lightning Web Security isn't enabled, Lightning components used by Service Cloud Voice may not load or function correctly. For example, the Disposition Handling component may fail to render, preventing agents from saving dispositions after calls.

Enable Launch Indicators

You can enable launch indicators from Studio in Agent Workspace for Salesforce Voice (Agent for SCV). If you have questions about Studio scripting, contact your account representative.

  1. In the Setup navigation pane, search for Lightning App Builder and select Lightning App Builder.

  2. Click New > Voice Extension > Next.

  3. Use the Label field to name your new app and click Next > Finish.

  4. In the left pane, under the Custom heading, you will see the app you just created. Click and drag it into the Lightning App Builder pane to the right.

  5. Click Save > Activate.

  6. In the Setup navigation pane, search for Partner Telephony Contact Center and select Partner Telephony Contact Centers.
  7. Open your existing contact center and click Edit.
  8. In the Voice Extension drop-down, select the activated app.
  9. Click Save.

Enable Click2Jack

Clickjacking happens when attackers add malicious elements, such as buttons, to your site. When users click these elements, they are directed to the attacker's site.

Enabling Click2Jack helps protect you from clickjack attacks. It also prevents issues from Google third-party cookie deprecation.

  1. In Salesforce, click Setup Image of gear icon with lightning bolt inside. in the top right.

  2. Use the Quick Find box to search for Session Settings, then click Session Settings.

  3. In the Trusted Domains for Inline Frames section, click Add Domain.

  4. In the Domain field, enter https://mydomain.lightning.force.com. Replace mydomain with your Salesforce domain name. Click Save & New.

  5. In the Domain field, enter https://mydomain.my.salesforce.com. Replace mydomain with your Salesforce domain name. Click Save.

  6. Enable Click2Jack in your Salesforce application .

Enabling Click2Jack may cause issues for non-agent Salesforce users. They may not be able to open lighting components or Visualforce pages if any of the following are assigned to them:

  • A NiCE CXone call center.

  • The NiCE CXone Softphone utility bar item.

  • A lightning app with NiCE CXone components.

  • A Visualforce page with NiCE CXone components.

Configure Screen Pops with INDICATE Studio Action

To enable the Show Custom Form Indication Action Types for the Legacy Salesforce Agent, you'll need to configure them in Desktop Studio.

  1. Log in to Desktop Studio and open the script you want to add screen pops to. For more information on INDICATE in Studio, please visit the NiCE CXone Help Center Studio Page.
  2. Arrange these actions so that Begin is linked to Reqagent. Connect Onanswer to Indicate using the same method.
  3. Double-click on the Indicate icon to open the configuration wizard. Complete the following to configure the Indicate settings:
    1. On the first screen of the prompt, select An agent handling a contact in the Select Recipient Category. Click Next.
    2. Verify that {ContactID} is inside the input field (in curly brackets). Click Next.
    3. Enter a unique identifier into the field. Select On. Click Next.
    4. Browse for an image to display as the icon using the dropdown menu. Click Next.
    5. In the input field, enter what you'd like to appear as the tooltip text when the user hovers over the indicator icon. Click Next.
    6. Under the Action Type, click Prompt the user with a web page like form (advanced). Click Next.
    7. In the white space, enter your desired HTML tags. You can click Preview to see what it looks like in real time. Once you like how it looks, click Next.
    8. On the final screen, review the settings you've selected, then click Finish.

Enable Disposition, Indicator, and Noise Cancellation Tabs

You can configure the Indicator tab and Noise Cancellation tab to appear when agents click More at the bottom of Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice):

  • Disposition: This tab allows agents to assign a Disposition, Tags, and Disposition Notes to a call.

    The UI location of Disposition changes from the Voice Extension to the Companion App.

  • Indicator: This tab displays configured indicatorsClosed Custom menu items configured by an administrator. to agents.

  • Noise Cancellation: This tab allows agents to control AI Noise Cancellation features.

To enable this for your agents, follow these steps.