Integrate Webex Contact Center with Salesforce Service Cloud Voice

Publisher

Cisco

URL

https://help.webex.com/en-us/article/dvo3zs/Integrate-Webex-Contact-Center-with-Salesforce-Service-Cloud-Voice

Published

2026-08-20

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Each agent in the Webex Contact Center SCV integration needs the Cisco A-SF-VOICE add-on licence. in context
• 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. in context
• 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. in context
• 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. in context
• 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 in context
• The clearRouting endpoint /services/apexrest/cisco_wxcc_scv/voice/v1/clearRouting deletes the PendingServiceRouting record for abandoned or missed calls. in context
• 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. in context
• Omni-Channel must be enabled from Setup > Omni-Channel Settings for agents to make and receive calls in the Webex Contact Center SCV integration. in context
• Service Cloud Voice is enabled for the Webex Contact Center integration from Salesforce Setup > Partner Telephony Setup by toggling Enable Service Cloud Voice. in context
• 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. in context
• The Webex Contact Center SCV integration requires Flex 3 Standard or Premium licences for Webex Contact Center. in context
• The documented main flow evaluates the createVoiceCall HTTP response and includes an error-handling branch before continuing with call routing. in context
• Idle code IDs for the presence mapping are read from Control Hub under Contact Center > Desktop Experience > Idle/Wrap-up Codes. in context
• 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. in context
• 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. in context
• A Webex Contact Center custom metadata record in Salesforce holds the OAuth Authorization URL and client secret of the Webex integration. in context
• Multiparty conference is not supported with the Webex Contact Center Salesforce Service Cloud Voice connector. in context
• 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 in context
• Voice in the Webex Contact Center SCV integration is not supported on Salesforce Mobile, on iPad Safari, or with Standard Navigation. in context
• 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. in context
• 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. in context
• Calling /services/apexrest/cisco_wxcc_scv/voice/v1/executeOmniFlow is optional and returns queue or agent routing instructions from a Salesforce Omni flow. in context
• The Omni-Channel utility item is added to the Lightning Service Console app through App Manager. in context
• 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. in context
• The Cisco package is installed For Admins Only, after which the permission sets and package licences are assigned to users. in context
• 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. in context
• Each logged-in agent needs a Service Cloud Voice User (Partner Telephony) licence for the Webex Contact Center SCV integration. in context
• The Call Recording Player Lightning web component shows recordings on the VoiceCall page when Save Recording Link is enabled in the contact center configuration. in context
• 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). in context
• Remote Site Settings must include https://webexapis.com and the org's https://<instance>.my.salesforce-scrt.com URL. in context
• The Webex Contact Center for Salesforce Service Cloud Voice integration requires Salesforce Enterprise Edition or higher, Unlimited Edition, or Developer Edition. in context
• The Visualforce domain and Salesforce instance domain are added to Trusted Domains for Inline Frames with IFrame Type Visualforce Pages. in context
• After the call, /services/apexrest/cisco_wxcc_scv/voice/v1/updateVoiceCall updates the Voice Call record with call duration, recording links and disconnect reasons. in context
• The Cisco Wrap-Up Reason Lightning web component is added to the VoiceCall record page to show wrap-up reasons during calls. in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Integrate Webex Contact Center with Salesforce Service Cloud Voice. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-dvo3zs-wxcc-salesforce-scv

BibTeX

@misc{warmtransfer-cisco-help-dvo3zs-wxcc-salesforce-scv,
  title  = {Integrate Webex Contact Center with Salesforce Service Cloud Voice},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-dvo3zs-wxcc-salesforce-scv},
  note   = {Cisco, accessed 2026-09-24}
}