# Webex Calling with Salesforce Service Cloud Voice

Systems: Webex Calling to Salesforce Service Cloud Voice

For Salesforce administrators and Webex Control Hub administrators integrating Webex Calling with Salesforce Service Cloud Voice.

Canonical: https://warmtransfer.net/guides/webex-calling-with-salesforce-service-cloud-voice

Last verified: 2026-09-24

This guide steps through integrating Webex Calling endpoints with Salesforce Service Cloud Voice using the Webex Contact Center partner telephony connector[^5][^45]. The documented deployment model pairs Webex Calling devices with Webex Contact Center routing and the Salesforce Bring Your Own Telephony framework[^5][^7].

## Before you start

Confirm administrative access to both the Salesforce org and the Webex Control Hub organization[^45][^16]. Ensure that Webex Calling and Webex Contact Center share the exact same Webex organization[^45].

## What changes by situation

- Which Salesforce org are you setting this up in? Salesforce Developer Edition org; Enterprise Edition or higher, or Unlimited Edition org.
- Where should an agent's contact center calls ring? Webex Calling device or Webex App extension; Browser Desktop WebRTC; Dialled phone number.
- Who decides which agent gets an inbound call? Webex Contact Center flow and queues; Salesforce Omni-Channel flow.
- Should call recordings be linked on the Salesforce Voice Call record? Save recording link and show player on the Voice Call record; Retain recordings in Webex Contact Center only.

## Step 1: Confirm the Service Cloud Voice integration target

### Do
Confirm that the business requirement specifically targets Salesforce Service Cloud Voice Voice Call records and Omni-Channel voice handling[^5][^12]. Note that Cisco's SCV connector operates on Salesforce's Bring Your Own Telephony (BYOT, partner telephony) model and requires Flex 3 Standard or Premium licences for Webex Contact Center[^5][^19]. Confirm that an alternative integration, such as the Webex App for Salesforce global dialer or the Webex Contact Center for Salesforce Version 2 connector, is not the target architecture[^56][^35]. Also note that third-party connectors such as Bucher + Suter's Connects for Salesforce Service Cloud Voice require an active b+s Connects subscription and a paid Webex Contact Center account installed from AppExchange[^3].

### Verify
Suggested check: Verify that project stakeholders agree on using Salesforce Service Cloud Voice with Webex Contact Center licensing.

### Rollback
Suggested rollback: Halt planning before purchasing licences or altering org settings.

## Step 2: Confirm editions, licences, and client support

**Salesforce Developer Edition org**

### Do
Confirm that the deployment targets a Salesforce Developer Edition org, which is a supported edition for this integration[^46]. Obtain the 5 free Partner Telephony licences and Webex Contact Center developer sandbox offered by Cisco for testing[^13]. Verify that testing agents use Salesforce Lightning Experience on Google Chrome, Microsoft Edge (Chromium), or Mozilla Firefox with cookies enabled for SSO[^24].

### Verify
Suggested check: Open the Developer Edition org in a supported browser and verify that the Partner Telephony licences are visible in company information.

### Rollback
Suggested rollback: Abandon the Developer Edition test organization if requirements are not met.

**Enterprise Edition or higher, or Unlimited Edition org**

### Do
Confirm that the production environment runs Salesforce Enterprise Edition or higher, or Unlimited Edition[^46]. For each logged-in agent, procure a Service Cloud Voice User (Partner Telephony) licence[^40], a Cisco A-SF-VOICE add-on licence[^1], and Flex 3 Standard or Premium licences for Webex Contact Center[^19]. Ensure agent workstations run Lightning Experience on Google Chrome, Microsoft Edge (Chromium), or Mozilla Firefox with cookies enabled[^24]. Do not deploy agents on Salesforce Mobile, on iPad Safari, or on Standard Navigation, as these clients are not supported[^29].

### Verify
Suggested check: Review purchased licence counts in Salesforce Setup and Webex Control Hub to ensure they cover all intended production agents.

### Rollback
Suggested rollback: Work with procurement to adjust or cancel pending licence orders before proceeding.

## Step 3: Prepare the agent voice endpoint on the Webex side

**Webex Calling device or Webex App extension**

### Do
Ensure that Webex Calling and Webex Contact Center are provisioned in the same Webex organization[^45]. Assign a valid Webex Calling subscription to each agent using a Webex device or the Webex App, in addition to their Contact Center Standard or Premium agent subscription[^7]. In Webex Control Hub, place the agents' Webex Calling devices in a location separate from the Webex Contact Center PSTN location, as sharing a location is not supported[^25]. Record the assigned Webex Calling extension for each agent[^18].

### Verify
Suggested check: Inspect Control Hub to confirm each agent's device is in a separate location from the Contact Center PSTN and has an active extension assigned.

### Rollback
Suggested rollback: Move Webex Calling devices back to their original Control Hub location if needed.

**Browser Desktop WebRTC**

### Do
Verify that the Webex Contact Center tenant is not hosted in the Japan data centre, because WebRTC desktop calling is not available there[^23]. Note that the OAuth integration should include the spark:webrtc_calling scope if WebRTC browser calling was selected[^31].

### Verify
Suggested check: Confirm that the Webex Contact Center tenant region is not jp1.

### Rollback
Suggested rollback: No endpoint configuration was modified in this step.

**Dialled phone number**

### Do
Record the specific telephone number each agent will use when logging in to the Omni widget[^49]. Inform agents that if a Webex Calling user signs in with a +E.164 number instead of their extension, phone control features such as preferred device and answering from the agent desktop are not available; this is documented for Agent Desktop and not confirmed separately for the Omni widget[^14].

### Verify
Suggested check: Verify that every agent has a valid external phone number documented and understands the desktop answering restriction.

### Rollback
Suggested rollback: No endpoint configuration was modified in this step.

## Step 4: Enable Service Cloud Voice and Omni-Channel

### Do
Navigate to Salesforce Setup > Partner Telephony Setup and toggle Enable Service Cloud Voice to active[^16]. In Setup > Omni-Channel Settings, select Enable Omni-Channel[^15]. Create at least 1 Online and 1 Busy Omni-Channel presence status, and create a dedicated Busy presence status for RONA[^39]. Create a digital certificate in Salesforce, either self-signed or signed by a certificate authority[^9].

### Verify
Suggested check: Check Setup to confirm both Service Cloud Voice and Omni-Channel toggles are enabled, presence statuses exist, and the certificate is available to view.

### Rollback
Suggested rollback: Toggle Enable Service Cloud Voice and Enable Omni-Channel off, and delete the created presence statuses and digital certificate.

## Step 5: Install the Cisco package and prepare the Service Console

### Do
Install the Cisco partner telephony managed package selecting For Admins Only[^48][^38]. Assign package licences and permission sets: assign Contact Center Admin (Partner Telephony) to administrators, and assign Contact Center Agent (Partner Telephony) and Webex Contact Center SCV Agent Permission Set to agents[^37][^38]. In Salesforce Remote Site Settings, add https://webexapis.com and the org's https://<instance>.my.salesforce-scrt.com URL[^44]. In App Manager, edit the Lightning Service Console app and add the Omni-Channel utility item[^34]. Add the Visualforce domain and Salesforce instance domain to Trusted Domains for Inline Frames with IFrame Type Visualforce Pages[^51].

### Verify
Suggested check: Open the Service Console as an agent to verify the Omni-Channel utility appears in the utility bar and check that Remote Site Settings are active.

### Rollback
Suggested rollback: Remove the Omni-Channel utility item, trusted domains, remote sites, and user permission set assignments, then uninstall the managed package.

## Step 6: Set up bidirectional authentication

### Do
In the Webex Developer Portal, create an OAuth integration with the scopes cjp:config, cjp:config_read, and cjp:user, adding spark:webrtc_calling if WebRTC browser calling was selected[^31]. Copy its Authorization URL and client secret into the Webex Contact Center custom metadata record in Salesforce[^26]. In Salesforce Setup, create an External Client App with OAuth and digital signatures enabled, configure the scopes api, web, refresh_token, and offline_access, and set the policy to Admin approved users are pre-authorized[^17]. Create an integration user assigned an SCV Integration profile cloned from Minimum Access - API Only Integrations, and assign that user the IVR Access to SCV Apex Classes permission set[^22].

### Verify
Suggested check: Verify that the custom metadata record contains the Webex OAuth values and that the integration user has the IVR permission set assigned.

### Rollback
Suggested rollback: Delete the Webex OAuth integration and the Salesforce External Client App, and deactivate the integration user.

## Step 7: Fill in contact center configuration and presence mapping

### Do
In the contact center configuration in Salesforce, populate the Public Key from the digital certificate whose content is supplied as the contact center Public Key[^8][^9]. Enter the Ready State ID for the Salesforce Online status and the Not Ready State ID for the Salesforce Busy status[^8]. Configure the Default Cisco Not Ready Reason idle code and complete the presence state mapping, looking up idle code IDs in Control Hub under Contact Center > Desktop Experience > Idle/Wrap-up Codes[^8][^21]. Set the Webex Contact Center Region field to match the tenant's data centre: us1, ca1, eu1, eu2, anz1, sg1, or jp1[^8][^43].

### Verify
Suggested check: Verify that each Omni-Channel presence status used by agents maps cleanly to a corresponding Webex ready or not-ready code.

### Rollback
Suggested rollback: Clear the mapped values and restore previous configuration entries.

## Step 8: Build the Webex Contact Center inbound flow

**Webex Contact Center flow and queues**

### Do
In Webex Contact Center Flow Designer, configure the flow start to set SCV_VendorCallKey to wxcc_<Interaction ID> and SCV_CallStartTime to the UTC call start time[^6]. Configure an HTTP POST to /services/apexrest/cisco_wxcc_scv/voice/v1/createVoiceCall and save the returned record identifier into SCV_VoiceCallRecordId[^12]. Evaluate the createVoiceCall HTTP response, include error handling branches, and proceed to Webex Contact Center queue routing[^20].

### Verify
Suggested check: Place a test inbound call and verify that a Salesforce Voice Call record is generated with a vendor call key prefixed with wxcc_.

### Rollback
Suggested rollback: Revert the entry point routing in Webex Contact Center to the prior flow version.

**Salesforce Omni-Channel flow**

### Do
In Webex Contact Center Flow Designer, set SCV_VendorCallKey to wxcc_<Interaction ID> and SCV_CallStartTime to the UTC call start time[^6]. POST to /services/apexrest/cisco_wxcc_scv/voice/v1/createVoiceCall and store the returned ID in SCV_VoiceCallRecordId[^12]. Next, send an HTTP POST to /services/apexrest/cisco_wxcc_scv/voice/v1/executeOmniFlow to retrieve queue or agent routing instructions from the Salesforce Omni flow[^33]. On caller abandon or miss branches, invoke /services/apexrest/cisco_wxcc_scv/voice/v1/clearRouting to remove the PendingServiceRouting record[^11]; WarmTransfer's reading of the sources is that clearRouting must be called on abandon and miss paths to prevent orphaned routing records[^10].

### Verify
Suggested check: Confirm that a test call routes according to the Omni flow output, and verify that abandoned calls do not leave stranded PendingServiceRouting records in Salesforce.

### Rollback
Suggested rollback: Point the Webex Contact Center entry point back to the previous routing flow version.

## Step 9: Configure Voice Call record page and post-call updates

**Save recording link and show player on the Voice Call record**

### Do
In the Salesforce contact center configuration, enable the Save Recording Link setting[^42]. In Lightning App Builder, edit the VoiceCall record page and add both the Call Recording Player Lightning web component and the Cisco Wrap-Up Reason Lightning web component[^42][^54]. In the Webex Contact Center flow, invoke /services/apexrest/cisco_wxcc_scv/voice/v1/updateVoiceCall at call completion to write call duration, recording links, and disconnect reasons to the Voice Call record[^52].

### Verify
Suggested check: Complete a test call with recording enabled and verify that the Voice Call record page displays call duration, disconnect reason, and an active recording playback player.

### Rollback
Suggested rollback: Disable Save Recording Link in configuration, remove the Call Recording Player component from the VoiceCall page, and remove updateVoiceCall actions from the flow.

**Retain recordings in Webex Contact Center only**

### Do
In Lightning App Builder, add the Cisco Wrap-Up Reason Lightning web component to the VoiceCall record page[^54]. In the Webex Contact Center flow, invoke /services/apexrest/cisco_wxcc_scv/voice/v1/updateVoiceCall at call completion to update call duration and disconnect reasons[^52].

### Verify
Suggested check: Complete a test call and verify that the Voice Call record updates with call duration and disconnect reason without rendering a recording player.

### Rollback
Suggested rollback: Remove the wrap-up reason component from the VoiceCall record layout and remove the updateVoiceCall step from the flow.

## Step 10: Configure phone number translation rules

### Do
Configure regular-expression phone number translation rules in Salesforce to reformat numbers before dialling[^30]. Use these rules to strip country codes or convert numbers between local and E.164 formats as required by the telephony route[^30].

### Verify
Suggested check: Use click-to-dial on a Salesforce Contact phone field and confirm that the outbound call dials the properly translated digit string.

### Rollback
Suggested rollback: Remove the configured regular-expression translation rules.

## Step 11: Sign an agent in and process an inbound call

**Webex Calling device or Webex App extension**

### Do
Have an agent click Authenticate in the Salesforce Omni-Channel widget, log in with their Webex Contact Center credentials, select Extension under Select your Telephony Option, enter their Webex Calling extension, select a team, and click Login[^18][^49]. If the Omni-Channel status remains Offline following login, have the agent manually set their presence status to Busy or Available[^32]. Change the agent presence to Available[^2].

### Verify
Suggested check: Place an inbound test call and verify that it rings the agent's Webex Calling physical device or Webex App client.

### Rollback
Suggested rollback: Have the agent log out of the Omni-Channel widget.

**Browser Desktop WebRTC**

### Do
Have an agent click Authenticate in the Salesforce Omni-Channel widget, log in with Webex Contact Center credentials, select Desktop under Select your Telephony Option, choose a team, and click Login[^49]. If Omni-Channel status remains Offline, set it to Busy or Available[^32]. Set the agent state to Available to accept calls[^2].

### Verify
Suggested check: Place an inbound test call and confirm audio is connected directly inside the browser window.

### Rollback
Suggested rollback: Have the agent log out of the Omni-Channel widget.

**Dialled phone number**

### Do
Have an agent click Authenticate in the Omni-Channel widget, enter Webex Contact Center credentials, select Dial Number under Select your Telephony Option, enter their assigned telephone number, pick a team, and click Login[^49]. If the Omni-Channel state stays Offline, switch it to Busy or Available[^32]. Transition the agent to Available[^2].

### Verify
Suggested check: Place an inbound test call and verify that the specified telephone number rings.

### Rollback
Suggested rollback: Have the agent log out of the Omni-Channel widget.

## Step 12: Verify call handling and operational limits

### Do
Test both blind transfer and warm transfer from the Omni-Channel widget, noting that warm transfer requires completing a consultation call first[^50]. Confirm operational procedures do not use multiparty conferencing, as multiparty conference is unsupported in this connector[^27]. Test outbound dialling using click-to-dial, manual dialing, or the phone book[^36]. Instruct supervisors that while an agent is on an active call, their Omni presence status display does not change, but their Omni capacity will show 100%[^4]. Instruct agents that modifying the Omni-Channel state immediately terminates call wrap-up[^53].

### Verify
Suggested check: Verify that blind and warm transfers execute successfully, that capacity reflects expected in-call state during calls, and that changing presence clears wrap-up.

### Rollback
Suggested rollback: Testing verification step only; no configuration rollback is needed.

## Applicability

Applies to: Cisco Webex Contact Center for Salesforce Service Cloud Voice, Bucher + Suter b+s Connects for Salesforce Service Cloud Voice, Cisco Webex Contact Center Flow Designer, Cisco Webex Contact Center, Salesforce Omni-Channel, Salesforce Service Cloud Voice, Cisco Webex Developer Portal, Cisco Webex Contact Center for Salesforce (Open CTI), Salesforce Voice, and Cisco Webex App for Salesforce. Deployments: multi-tenant. Sources checked 2026-09-24. The Webex Contact Center SCV integration is supported only on Salesforce Lightning Experience across Google Chrome, Microsoft Edge (Chromium), and Mozilla Firefox[^24]. It is not supported on Salesforce Mobile, on iPad Safari, or using Standard Navigation[^29]. WebRTC desktop calling is unavailable for Webex Contact Center customers hosted in the Japan data centre (jp1)[^23][^43].

## What remains uncertain

Connecting Webex Calling directly to Salesforce Service Cloud Voice without Webex Contact Center is not covered by the sources below. Setup and configuration of the Webex App for Salesforce, Open CTI connectors, and the Bucher + Suter connector are not covered by the sources below. Salesforce Bring Your Own Carrier and Amazon Connect models are not covered by the sources below. Authoring a custom partner telephony managed package from scratch is not covered by the sources below. Webex Contact Center PSTN provisioning, queue design, Salesforce Omni routing flow logic, transcription and AI features, and emergency calling design are not covered by the sources below. Side effects of toggling off Service Cloud Voice in Setup or uninstalling the managed package, commercial licence SKU details and pricing, the ongoing status of the Developer Edition licence offer, and whether the +E.164 phone control restriction applies inside the Omni widget are not covered by the sources below.

## Sources

[^1]: Each agent in the Webex Contact Center SCV integration needs the Cisco A-SF-VOICE add-on licence. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Required Licenses. Checked 2026-09-24.
[^2]: Agents must be in the Available state to receive routed inbound calls in the SCV integration. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Call Capabilities > Inbound. Checked 2026-09-24.
[^3]: Bucher + Suter's Connects for Salesforce Service Cloud Voice requires an active b+s Connects subscription and a paid Webex Contact Center account and is installed from Salesforce AppExchange. Source: [Connects for Salesforce Service Cloud Voice | Webex App Hub](https://apphub.webex.com/applications/connects-for-salesforce-service-cloud-voice-bucher-suter), listing > requirements. Checked 2026-09-24.
[^4]: While an SCV agent is on a call the Omni presence does not change, but the agent's Omni capacity shows 100%. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Presence Synchronization. Checked 2026-09-24.
[^5]: Cisco's Webex Contact Center SCV integration uses Salesforce's Bring Your Own Telephony (BYOT, partner telephony) framework for voice, and Cisco described a second model for digital channels via Salesforce's Bring Your Own Channel framework as in development. Source: [Deliver Faster Service Resolutions with Webex Contact Center for Salesforce](https://blog.webex.com/customer-experience/deliver-faster-service-resolutions-webex-contact-center-salesforce/), Availability; Future Plans. Checked 2026-09-24.
[^6]: The Webex Contact Center flow sets SCV_VendorCallKey to wxcc_<Interaction ID> and SCV_CallStartTime to the UTC call start time before creating the Voice Call record. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Required Flow Variables; Main Flow Steps 1-3. Checked 2026-09-24.
[^7]: A valid Webex Calling subscription is required for contact center agents who use Webex devices or Webex App, in addition to a Contact Center Standard or Premium agent subscription. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling for Webex Contact Center > requirements. Checked 2026-09-24.
[^8]: The contact center configuration takes a Public Key, a Ready State ID (Salesforce Online status), a Not Ready State ID (Salesforce Busy status), a Default Cisco Not Ready Reason idle code, a presence state mapping and the Webex Contact Center region. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Authentication and Configuration > Contact Center Configuration Fields. Checked 2026-09-24.
[^9]: The integration needs a digital certificate in Salesforce, either self-signed or signed by a certificate authority, whose content is later supplied as the contact center Public Key. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Key Setup Requirements > Create Digital Certificate; Contact Center Configuration Fields > Public Key. Checked 2026-09-24.
[^10]: A flow that uses executeOmniFlow should also call clearRouting on abandon or miss paths, because otherwise the PendingServiceRouting record created for Omni routing would be left behind (inferred). Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Execute Omni Flow (Optional); Clear Routing API. Checked 2026-09-24.
[^11]: The clearRouting endpoint /services/apexrest/cisco_wxcc_scv/voice/v1/clearRouting deletes the PendingServiceRouting record for abandoned or missed calls. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Clear Routing API. Checked 2026-09-24.
[^12]: The flow creates the Salesforce Voice Call record with an HTTP POST to /services/apexrest/cisco_wxcc_scv/voice/v1/createVoiceCall and stores the returned ID in SCV_VoiceCallRecordId. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Create Voice Call API; Required Flow Variables. Checked 2026-09-24.
[^13]: Cisco offers 5 free Partner Telephony licences for testing the Webex Contact Center SCV integration in a Salesforce Developer Edition org, along with a Webex Contact Center developer sandbox. Source: [Deliver Faster Service Resolutions with Webex Contact Center for Salesforce](https://blog.webex.com/customer-experience/deliver-faster-service-resolutions-webex-contact-center-salesforce/), Getting Started. Checked 2026-09-24.
[^14]: If an agent signs in with a +E.164 number instead of the Webex Calling extension, phone control features such as preferred device and answering from the agent desktop are not available. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling for Webex Contact Center > limitations. Checked 2026-09-24.
[^15]: Omni-Channel must be enabled from Setup > Omni-Channel Settings for agents to make and receive calls in the Webex Contact Center SCV integration. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Key Setup Requirements > Enable Omni-Channel. Checked 2026-09-24.
[^16]: Service Cloud Voice is enabled for the Webex Contact Center integration from Salesforce Setup > Partner Telephony Setup by toggling Enable Service Cloud Voice. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Key Setup Requirements > Enable Service Cloud Voice. Checked 2026-09-24.
[^17]: A Salesforce External Client App is created with OAuth and digital signatures enabled, scopes api, web, refresh_token and offline_access, and the policy Admin approved users are pre-authorized. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Salesforce External Client App Configuration > Connected App Setup. Checked 2026-09-24.
[^18]: An agent with a Webex Calling device chooses Extension under Select your Telephony Option and enters the assigned Webex Calling extension to have contact center calls ring that device. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling Device Agent Configuration. Checked 2026-09-24.
[^19]: The Webex Contact Center SCV integration requires Flex 3 Standard or Premium licences for Webex Contact Center. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Required Licenses. Checked 2026-09-24.
[^20]: The documented main flow evaluates the createVoiceCall HTTP response and includes an error-handling branch before continuing with call routing. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Main Flow Steps 4, 5 and 7. Checked 2026-09-24.
[^21]: Idle code IDs for the presence mapping are read from Control Hub under Contact Center > Desktop Experience > Idle/Wrap-up Codes. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Idle Codes and Presence Mapping. Checked 2026-09-24.
[^22]: An integration user is created with an SCV Integration profile cloned from Minimum Access - API Only Integrations and assigned the IVR Access to SCV Apex Classes permission set. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Salesforce External Client App Configuration > Integration User. Checked 2026-09-24.
[^23]: WebRTC desktop calling is unavailable for Webex Contact Center customers hosted in the Japan data centre. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling for Webex Contact Center > limitations. Checked 2026-09-24.
[^24]: Voice in the Webex Contact Center SCV integration works only in Salesforce Lightning Experience and only on Google Chrome, Microsoft Edge (Chromium) and Mozilla Firefox, with cookies enabled for SSO. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Browser Support; User Interface. Checked 2026-09-24.
[^25]: Cisco does not support agent endpoint devices in the same Webex Calling location as the Webex Contact Center PSTN, so agents' Webex Calling devices belong in a separate location. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling for Webex Contact Center > location configuration. Checked 2026-09-24.
[^26]: A Webex Contact Center custom metadata record in Salesforce holds the OAuth Authorization URL and client secret of the Webex integration. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Authentication and Configuration > Webex Contact Center Metadata Record. Checked 2026-09-24.
[^27]: Multiparty conference is not supported with the Webex Contact Center Salesforce Service Cloud Voice connector. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Known Limitations. Checked 2026-09-24.
[^28]: The Cisco-documented route for Webex Calling users to take calls in Salesforce Service Cloud Voice runs through Webex Contact Center; no Cisco source reviewed documents Webex Calling alone as an SCV partner telephony provider (inferred). Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Required Licenses (Flex 3 Webex Contact Center licences required). Checked 2026-09-24.
[^29]: Voice in the Webex Contact Center SCV integration is not supported on Salesforce Mobile, on iPad Safari, or with Standard Navigation. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Known Limitations. Checked 2026-09-24.
[^30]: Phone number translation rules written as regular expressions reformat numbers before dialling, for example stripping a country code or converting between E.164 and local formats. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Phone Number Translation. Checked 2026-09-24.
[^31]: An OAuth integration is created in the Webex Developer Portal with scopes cjp:config, cjp:config_read and cjp:user, plus spark:webrtc_calling optionally. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Authentication and Configuration > OAuth Application Setup. Checked 2026-09-24.
[^32]: If the Omni status stays Offline after Webex Contact Center login, the agent changes it to Busy or Available. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Agent Sign-In Process > note. Checked 2026-09-24.
[^33]: Calling /services/apexrest/cisco_wxcc_scv/voice/v1/executeOmniFlow is optional and returns queue or agent routing instructions from a Salesforce Omni flow. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Execute Omni Flow (Optional). Checked 2026-09-24.
[^34]: The Omni-Channel utility item is added to the Lightning Service Console app through App Manager. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Integration Steps > Omni-Channel Utility Item. Checked 2026-09-24.
[^35]: Cisco's Webex Contact Center for Salesforce Version 2 connector launches the agent desktop inside Salesforce through Open CTI, supports Lightning only, and is not available in Group or Professional editions. Source: [Integrate Webex Contact Center with Salesforce (Version 2-New)](https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)), Overview; Prerequisites. Checked 2026-09-24.
[^36]: SCV agents can place outbound calls by manual dial, by click-to-dial from Salesforce phone fields, or from the phone book. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Call Capabilities > Outbound. Checked 2026-09-24.
[^37]: Contact center admins are assigned the Contact Center Admin (Partner Telephony) permission set; agents are assigned Contact Center Agent (Partner Telephony) and Webex Contact Center SCV Agent Permission Set. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Key Setup Requirements > Assign Permission Sets. Checked 2026-09-24.
[^38]: The Cisco package is installed For Admins Only, after which the permission sets and package licences are assigned to users. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Integration Steps > Package Installation. Checked 2026-09-24.
[^39]: The integration needs at least one Online and one Busy Omni-Channel presence status, and Cisco directs creating a dedicated Busy presence status for RONA. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Key Setup Requirements > Create Presence Statuses. Checked 2026-09-24.
[^40]: Each logged-in agent needs a Service Cloud Voice User (Partner Telephony) licence for the Webex Contact Center SCV integration. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Required Licenses. Checked 2026-09-24.
[^41]: Salesforce's partner telephony quickstart is aimed at telephony vendors building an AppExchange managed package, and uses ConversationVendorInfo metadata to store basic information about the telephony vendor. Source: [scv-partner-telephony-quickstart](https://github.com/salesforce/scv-partner-telephony-quickstart), README > Purpose; Key Components > Contact Center Adapter. Checked 2026-09-24.
[^42]: The Call Recording Player Lightning web component shows recordings on the VoiceCall page when Save Recording Link is enabled in the contact center configuration. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Voice Call Record Configuration > Call Recording Player. Checked 2026-09-24.
[^43]: The Webex Contact Center Region field accepts us1, ca1, eu1, eu2, anz1, sg1 or jp1, matching the tenant's data centre (US, Canada, UK, Germany, Australia, Singapore, Japan). Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Configuration Fields > Webex Contact Center Region; Supported Regions. Checked 2026-09-24.
[^44]: Remote Site Settings must include https://webexapis.com and the org's https://<instance>.my.salesforce-scrt.com URL. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Integration Steps > Remote Site Settings. Checked 2026-09-24.
[^45]: Webex Calling and Webex Contact Center must be in the same Webex organization for Webex Calling endpoints to serve as contact center agent devices. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), Webex Calling for Webex Contact Center > requirements. Checked 2026-09-24.
[^46]: The Webex Contact Center for Salesforce Service Cloud Voice integration requires Salesforce Enterprise Edition or higher, Unlimited Edition, or Developer Edition. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Prerequisites and Licenses > Salesforce Edition Requirements. Checked 2026-09-24.
[^47]: Salesforce Voice offers several telephony models, including Amazon Connect, Partner Telephony, Bring Your Own Carrier and Partner Telephony from Amazon Connect. Source: [Choose Your Service Cloud Voice Telephony Model](https://help.salesforce.com/s/articleView?id=sf.voice_telephony_models.htm&language=en_US&type=5), Choose Your Service Cloud Voice Telephony Model (section titles). Checked 2026-09-24.
[^48]: Setting up Salesforce Voice with Partner Telephony includes installing the telephony provider's managed package. Source: [Choose Your Service Cloud Voice Telephony Model](https://help.salesforce.com/s/articleView?id=sf.voice_telephony_models.htm&language=en_US&type=5), Partner Telephony > Install Your Telephony Provider's Managed Package. Checked 2026-09-24.
[^49]: Agents sign in by clicking Authenticate in the Omni widget, entering Webex Contact Center credentials, choosing a telephony option of Desktop, Extension or Dial Number, choosing a team and clicking Login. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Agent Sign-In Process. Checked 2026-09-24.
[^50]: SCV agents can make blind and warm transfers; a warm transfer and a conference each require a consultation call first. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Call Capabilities > Transfers; Conference. Checked 2026-09-24.
[^51]: The Visualforce domain and Salesforce instance domain are added to Trusted Domains for Inline Frames with IFrame Type Visualforce Pages. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Integration Steps > Trusted Domains Configuration. Checked 2026-09-24.
[^52]: After the call, /services/apexrest/cisco_wxcc_scv/voice/v1/updateVoiceCall updates the Voice Call record with call duration, recording links and disconnect reasons. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Contact Center Flow Configuration > Update Voice Call API. Checked 2026-09-24.
[^53]: After an SCV call ends the agent enters wrap-up, and changing the Omni-Channel state ends wrap-up. Source: [Access and Use Webex Contact Center within Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice), Wrap-Up. Checked 2026-09-24.
[^54]: The Cisco Wrap-Up Reason Lightning web component is added to the VoiceCall record page to show wrap-up reasons during calls. Source: [Integrate Webex Contact Center with Salesforce Service Cloud Voice](https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice), Voice Call Record Configuration > Wrap-Up Reason Component. Checked 2026-09-24.
[^55]: In the Webex App for Salesforce, Webex Calling users get inbound and outbound calling in the Salesforce dialer, while Unified CM and BroadWorks users cannot receive inbound calls in the global dialer. Source: [Integrate Salesforce with Webex App](https://help.webex.com/en-us/article/nthxjg2/integrate-salesforce-with-webex-app), Calling Features > Supported Backends; Limitations > For CUCM/Broadworks users. Checked 2026-09-24.
[^56]: The Webex App integration for Salesforce lets users call contacts from a Salesforce record, dial any number from a global dialer and receive inbound calls, and requires at least Salesforce Enterprise Edition with My Domain for Lightning components. Source: [Integrate Salesforce with Webex App](https://help.webex.com/en-us/article/nthxjg2/integrate-salesforce-with-webex-app), Integration Overview; Prerequisites > Salesforce Requirements. Checked 2026-09-24.
[^57]: Cisco warns that a Salesforce event count limit of 25,000 may cause the Webex App for Salesforce to fail under heavy use. Source: [Integrate Salesforce with Webex App](https://help.webex.com/en-us/article/nthxjg2/integrate-salesforce-with-webex-app), Limitations > General constraints. Checked 2026-09-24.
[^58]: The Webex App for Salesforce is a calling, messaging and meetings integration rather than a Service Cloud Voice partner telephony connector, so it does not produce SCV Voice Call records or Omni-Channel voice routing (inferred). Source: [Integrate Salesforce with Webex App](https://help.webex.com/en-us/article/nthxjg2/integrate-salesforce-with-webex-app), whole article; no Service Cloud Voice or partner telephony section. Checked 2026-09-24.
[^59]: Webex App for Salesforce calling setup includes installing the package for admins only, creating a site from the Webex Admin tab for inbound and outbound calling, assigning the Cisco Webex User and Cisco Webex Admin permission sets, and adding the Webex Calling utility item. Source: [Integrate Salesforce with Webex App](https://help.webex.com/en-us/article/nthxjg2/integrate-salesforce-with-webex-app), Setup Steps 1, 4, 5 and 6. Checked 2026-09-24.