MeshMesh from Salesforce
Service Cloud · Partner Contact Center

Configure Contact Center Telephony

Get a working voice channel in Service Cloud: telephony provider connected, calls routed to the right agents, and voice features such as call summaries running on top.

16 tasks
Method

How MeshMesh does it

  1. Writes and refines a phased plan before configuring anything. One plan covered Omni-Channel status sync and test voice users.
  2. Enables Partner Telephony, creates a Contact Center, deploys routing infrastructure and assigns permission sets.
  3. Configures Omni-Channel presence and routing. It switches to the Setup UI when the Metadata API rejects a setting, as it did for the After Conversation Work timer.
  4. Builds and activates an Omni-Channel IVR flow with keypad branches for support, billing and callback.
  5. Configures Einstein Work Summaries and sets up Supervisor for Command Center.
  6. Monitors phone number provisioning for the voice channel and hands it to a human when provisioning stays stuck.

For call analysis once telephony is live, see Diagnose Voice Call Intelligence.

Products

Products and features it works with

Bars show how many of this capability's tasks touched each product.

Features
Partner Contact Center

Related capabilities