Manage Access to Apps

Enable Integrated Softphone

1. Click the app selector and select Admin.

2. Go to Roles and Permissions.

3. Select the role you want to enable Integrated Softphone for.

4. Click the Permissions tab.

5. Click ACD in the list on the left.

6. If you're enabling Integrated Softphone for Salesforce Agent:

   1. Scroll down to Salesforce Agent.

   2. Set Integrated Softphone as On.

7. If you're enabling Integrated Softphone for MAX, Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated):

   1. Scroll down to Agent.
   2. Set Integrated Softphone as On.

   3. Set Integrated Softphone Auto-Accept to specify whether Integrated Softphone answers calls for your agents:

      • Enable is not selected: Auto-accept is off.

      • Enable is selected and Agent Config is not selected: Auto-accept is on.

      • Enable and Agent Config are both selected: Auto-accept is enabled by default and the agent can toggle it on and off in MAX.

8. Click Save.