Salesforce Agent Integrated Softphone

Required permission: Integrated Softphone On

This page is for agents learning to use the Salesforce Agent Integrated Softphone. If you're an administrator, learn about admin tasks for the Salesforce Agent Integrated Softphone.

The Salesforce Agent Integrated Softphone allows you to handle phone calls using your browser's voice capabilities and the voice control panel in Salesforce Agent. After your administrator enables your account to use the Integrated Softphone, you can log in to Salesforce Agent, connect your softphone voice path to the CXone platform, and then handle calls using the voice workspace.

Designed for console application use only. If Salesforce Agent is refreshed or a new tab is opened during a call, call connectivity will be lost for a few seconds before being re-established.