> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # Salesforce Service Cloud Voice: Admin Setup Guide > Admin setup for CloudTalk in Salesforce Service Cloud Voice: enable Voice, configure permission sets, create the contact center, set Trusted URLs, and set up… > [!NOTE] > > **For Salesforce admins.** Complete these steps once to enable CloudTalk inside Service Cloud Voice. After setup, agents can follow the [Salesforce Service Cloud Voice guide](https://help.cloudtalk.io/en/articles/14654473-salesforce-service-cloud-voice.md) to make, receive, and transfer calls. **User level**: Admin *** ## Before you start You'll need: * A Salesforce org with **Service Cloud Voice** available * **System Administrator** access in Salesforce * The **contact center certificate** provided by CloudTalk during onboarding (do not source this from anywhere else) ## Step-by-step setup ### Step 1: Enable Service Cloud Voice 1. Open **Setup** and search for **Voice**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8a93a5ba5f7a-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=e681872cc10e5fcb96da36b2eebebe35) ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/69960c551e6e-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=492d26d53796dea48732376f2e086b75) 2. Enable the feature under **Feature Settings > Service > Voice**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8e30402ea928-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=23f32d8a4a9b60d8f8d63d7b3be07842) ### Step 2: Configure the Partner Telephony permission set 1. In Setup, go to **Permission Sets** and open **Partner Telephony Permission Set**. 2. Open **App Permissions > Edit** and enable: * Control Call Recording * Salesforce Voice Contact Center Admin (Partner Telephony) * Salesforce Voice Contact Center Rep (Partner Telephony) * Salesforce Voice Contact Center Supervisor 3. **Save**. ### Step 3: Assign the permission set to users 1. Go to **Setup > Users > Permission Set Assignments**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/943533935625-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=60689272b60e2289c559793863a169cc) 2. Assign **Partner Telephony Permission Set** to each agent, and to at least one admin who will manage the contact center. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8957a54d553f-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=6e37d9e65fb7beb019ef46c42a6e6a87) > [!WARNING] > > The Contact Center **admin** permission is required to install or update the contact center certificate in the next step. ### Step 4: Create the contact center 1. In Setup, open **Voice > Partner Telephony Contact Centers** and create a new contact center. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2350a6f3f350-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=567a95487155ae190fd2a37bbd951870) ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8bbe1002fb62-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=55035b449c10ba1056b311fd887a5089) 2\. Add the **public key certificate provided by CloudTalk**. Paste the full certificate block, including the `BEGIN`/`END` lines. ``` -----BEGIN CERTIFICATE-----[Paste the certificate CloudTalk provided during onboarding]-----END CERTIFICATE----- ``` ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/1792b73a20cb-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=963cf24aa00258f640d54fa2f5675aa4) 3\. Add your agents as **users** of the contact center. ### Step 5: Configure Trusted URLs (CSP) 1. In Setup, open **Security > Trusted URLs**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2d10c9915c20-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=025b21ba510c20ca30f9b50a5f087710) 2. Add the CloudTalk CDN URL for your environment: | **Environment** | **URL** | | - | - | | Production | `https://cdn.cloudtalk.io` | | Stage | `https://cdn.stage.cloudtalk.io` | | Dev | `https://cdn.dev.cloudtalk.io` | 3\. For that URL, enable the CSP directives: **connect-src**, **frame-src**, and **img-src**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/a36541d92435-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=b19d1d07f2223d6e25cc3e0022276996) 4\. Go to **Setup > Session Settings > Browser Feature Permissions** and enable **Include Permission-Policy HTTP header**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2b4316655597-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=1f77a9ae71d64a701d7911cebaab82a4) ### Step 6: Set up agent presence and Omni-Channel #### Create a presence status 1. In Setup, create an **Available** presence status. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/0932237787c8-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=8005d35d02a51dc0a0eb192dfe924ab4) 2. Grant it through the **System Administrator** profile (Setup > Profiles > enabled presence statuses). ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/95123dbec75b-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=3cbf88428823187b507957334a9c81bb) ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/b2564dad8b5b-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=7886e2616bafbd3eaf625a490ddc116e) #### Allow agents to decline calls 1. Open **Setup > Presence Decline Reasons** and define at least one decline reason. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/60ef90d68be1-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=fa384c8ec333c66d16a8dacade906974) 2. Open **Setup > Presence Configurations** and enable: * Allow agents to decline work requests * Allow agents to choose a decline reason ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/d6f1666babcd-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=7416578843d17e0dddb8fd25b47a7a31) #### Configure transfer targets In the presence/Omni-Channel configuration, set which profiles and queues agents can transfer to. Select **all profiles** and **all queues** for the broadest coverage. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/e2dfbbde4735-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=5cf611515a3abba5106f3c682211de7f) #### Keep the Omni-Channel panel open during calls 1. In Setup, search for **Service Channels** and edit the **Phone** service channel. 2. Uncheck **Minimize Omni-Channel component when work is accepted**. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/e59b82f0425e-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=789aa3733b904e7fa95abdf726193534) ### Step 7: Customize the record display #### Show contact info as a header 1. Open **Object Manager > (relevant object) > Compact Layouts**. 2. Clone **System Default** and name it (e.g., "Custom"). 3. Move **Recipient Contact Info** into the selected fields and position it first. 4. Save, then open **Compact Layout Assignment** and assign your new layout. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/7fc8d6389ea0-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=5c7fcb6af0579aff61ad39c43dd75dd9) ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/c79f714275e6-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=f23acbb1d492585142684c634536ab04) #### Show call history on the contact record 1. Open **Object Manager > Contact > Page Layouts**. 2. Add the **Voice Calls** related list to the layout. ![](https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/fb37e4df31e2-image.png?fit=max\&auto=format\&n=8FCfL6QWpEnHvO8c\&q=85\&s=4914b8e10261729c4e8a6efcbbec5369) > [!TIP] > > **You're done!** > > Agents assigned the permission set and added to the contact center can now log in to the CloudTalk widget in the Omni-Channel panel and start handling calls. Point them to the [Salesforce Service Cloud Voice guide](https://help.cloudtalk.io/en/articles/14654473-salesforce-service-cloud-voice.md) for day-to-day use. *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we're here for you. ## Related topics - [Salesforce Service Cloud Voice](https://help.cloudtalk.io/en/articles/14654473-salesforce-service-cloud-voice.md) - [Salesforce Actions](https://help.cloudtalk.io/en/articles/9394264-salesforce-actions.md) - [Einstein Conversation Insights Setup](https://help.cloudtalk.io/en/articles/8290842-einstein-conversation-insights-setup.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.