Setup guide for CX Cloud, Voice for Salesforce Service Cloud

Publisher

Genesys

URL

https://help.genesys.cloud/articles/setup-guide-for-cx-cloud-voice-for-salesforce-service-cloud/

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Genesys Resource Center terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• To receive voice calls, an agent must sign into Omni-Channel with a presence status that is mapped to the Genesys Cloud On Queue status. in context
• Letting agents pause and resume recording needs the Control Call Recording app permission, which requires cloned copies of the Partner Telephony permission sets. in context
• Salesforce supplies the Contact Center Admin (Partner Telephony) permission set for administrators and the Contact Center Agent (Partner Telephony) permission set for agents. in context
• The Salesforce-side setup for CX Cloud Voice is to create a contact center Lightning app, create presence statuses, assign them to agents, assign contact center permissions, and build the Voice Call record page. in context
• In CX Cloud Voice, Genesys Cloud decides which agent gets a voice call, and Salesforce Omni-Channel presence controls the agent's availability only through its mapping to Genesys On Queue. inferred in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Setup guide for CX Cloud, Voice for Salesforce Service Cloud. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-rc-setup-guide-cx-cloud-voice

BibTeX

@misc{warmtransfer-genesys-rc-setup-guide-cx-cloud-voice,
  title  = {Setup guide for CX Cloud, Voice for Salesforce Service Cloud},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-rc-setup-guide-cx-cloud-voice},
  note   = {Genesys, accessed 2026-09-25}
}