Webex Calling with Salesforce Service Cloud Voice

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.

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.

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.

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.

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://.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.

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.

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.

Webex Contact Center flow and queues

Do

In Webex Contact Center Flow Designer, configure the flow start to set SCV_VendorCallKey to wxcc_ 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_ 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.

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.

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.

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.

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.