--- title: Getting Started slug: voice-for-teams-partner-contact-center/getting-started icon: {"lucideIcon":"Rocket"} docTags: createdAt: 2026-07-17T22:04:01.991Z --- :::hint{type="info"} This page describes the onboarding process to Unaric Voice for Teams. While it provides instructions, this documentation is not meant for replacing guided onboarding to the platform. For assistance walking through these steps, contact support. ::: Unaric Voice for Teams integrates your Salesforce environment with Microsoft Teams. To this end, you will require to apply several configurations in your org, install the product package, and customize your Salesforce interface. ## 1. Prerequisites Before you connect your Salesforce environment to Microsoft Teams, you must check your Voice licenses and enable the underlying infrastructure to start the setup. ::::WorkflowBlock :::WorkflowBlockItem ### Salesforce Voice Licenses Each Unaric Voice for Teams user requires a Salesforce Voice license. To check your available Salesforce Voice licenses: 1. Navigate to** Setup > Company Settings > Company Information.** 2. Under **Permission Set Licenses**, select **Salesforce Voice User (Partner Telephony)**. If this license is not visible, click **Go to list **to view all available licenses. ![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/pLwJ-T_m0j8VgX-yKPLgo_image-20260717-093419.png) 3. At this page you will see the total number of Salesforce Voice licenses (*seats*) and how many are assigned and available. ::: :::WorkflowBlockItem ### Enable Voice & assign licenses 1. In **Setup**, use the search box to open **Partner Telephony Setup.** 2. Toggle on** Enable Salesforce Voice.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/SjZDxhBwdKahxko3tgLF2_image-20260717-093548.png" size="70" isUploading="false" position="center" width="1885" height="735" darkWidth="1885" darkHeight="735" showCaption="false"} 3. Under **Set Up Your Contact Center**, click **Assign Permissions**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/khdZo45-fktdyFGH1usLU_image-20260717-094007.png" size="70" isUploading="false" position="center" width="1898" height="724" darkWidth="1898" darkHeight="724" showCaption="false"} 4. Assign the necessary **Salesforce Voice Permission** sets to users. It is required to assign the **Salesforce Voice Contact Centre Admin (Partner Telephony)** permission set to at least one user. This user will create the Contact Center later on. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/s0bkb5g0WBUyc-3tB5l3q_image-20260717-095324.png" size="70" isUploading="false" width="1636" height="557" darkWidth="1636" darkHeight="557" showCaption="false"} 5. Assigning the Salesforce Voice permission sets should automatically assign a Salesforce Voice license to the associated users. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/oSg6ps7D24Poio5fS6pLS_image-20260717-095635.png" size="70" isUploading="false" width="1638" height="610" darkWidth="1638" darkHeight="610" showCaption="false"} ::: :::: ## 2. Omni-Channel & routing configuration With your core telephony features enabled, you must configure the workspace where your sales and service representatives will handle live calls. :::::WorkflowBlock :::WorkflowBlockItem ### Enable Enhanced Omni-Channel 1. In **Setup**, use the search box to find** Omni-Channel Settings**. 2. Toggle on **Enhanced Omni-Channel Routing.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/WuJyZGvb0VMtPtvg3Vu4t_image-20260717-100241.png" size="70" isUploading="false" width="1913" height="450" darkWidth="1913" darkHeight="450" showCaption="false"} ::: :::WorkflowBlockItem ### Add Omni Channel and Object-Linking Notifications to the Utility Items 1. Navigate to **Setup > Apps > Apps Manager**. 2. Open the Lightning page where you would like to embed the Omni client. 3. In the **Utility Items** tab, click **Add Utility Item** and select the **Omni-Channel** and the **Object-Linking Notifications**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/pUr0d5dHd4CZndDJ3ZsZW_image-20260717-135054.png" size="70" isUploading="false" width="1220" height="683" darkWidth="1220" darkHeight="683" showCaption="false"} 4. In the **Navigation items** tab, configure required objects, such as **Voice Calls**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/HNjcLE5n9Jp49mOZNar3S_image-20260717-135156.png" size="70" isUploading="false" width="1330" height="633" darkWidth="1330" darkHeight="633" showCaption="false"} 5. In the **Navigation Rules** tab, select whether related records should open as workspace tabs or subtabs. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/uFHY_aHXH4Ivv2Y64xi5x_image-20260717-135258.png" size="70" isUploading="false" width="1120" height="474" darkWidth="1120" darkHeight="474" showCaption="false"} ::: ::::WorkflowBlockItem ### Create Presence Statuses 1. In **Setup**, use the search box to open the **Presence Statuses** page. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/Abt4cMdpzQ57TvtJiJInx_image-20260717-135647.png" size="70" isUploading="false" width="1914" height="479" darkWidth="1914" darkHeight="479" showCaption="false"} 2. Here you can edit and create presence statuses as per your requirements. For example: ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/nanSJ-0Kt5ooqQ9eOKhVK_image-20260717-135815.png" size="70" isUploading="false" width="1556" height="850" darkWidth="1556" darkHeight="850" showCaption="false"} :::Paragraph{indent="1"} The **Status Name** (which will show in the Omni client) can be anything (such as *Board Meeting* or *On Vacation*), however, to sync this with Microsoft Teams, the **Developer Name** must match a correct Teams presence status (for example, *Away* or *Busy*). You cannot have conflicting developer names A developer name of *Away* can only be set against a single *Status Name*. ::: ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/SW37t9evn3kVkWHHDFZm5_image-20260717-140417.png" size="70" isUploading="false" width="1242" height="639" darkWidth="1242" darkHeight="639" showCaption="false"} 3. To allow the use of presence statuses, navigate to **Setup > Users > Profiles.** 4. Select the required profile (for example, *Standard User) and choose* **Service Presence Statuses Access** under **Apps** (if **Enhanced Profile User Interface **enabled) or **Enable Service Presence Status Access.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/NzdCWjLoTWx7dx2poHkz1_image-20260717-141024.png" size="60" isUploading="false" width="1610" height="850" darkWidth="1610" darkHeight="850" showCaption="false"} 5. Now you can move the *Available* presence statuses into the **Enabled** presences: ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/zi8J2FILj-33mCQ-uxbpj_image-20260717-141342.png" size="50" isUploading="false" width="1090" height="756" darkWidth="1090" darkHeight="756" showCaption="false"} 6. Reload browser tab to make Omni-Channel reflect new presence states. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/eakrbadb1fvjpgzgebgEb_image.png" size="50" isUploading="false" width="270" height="250" darkWidth="270" darkHeight="250" showCaption="false"} :::: :::WorkflowBlockItem ### Presence configuration 1. In **Setup**, use the search box to find and open **Presence Configurations**. 2. Open the *Default Presence Configuration* and enable **Allow agents to decline work requests**. This allows agents decline calls in the Omni Channel. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/fgNaQCAJLlpDgf-YhkPrW_image-20260717-144417.png" size="70" isUploading="false" width="1308" height="637" darkWidth="1308" darkHeight="637" showCaption="false"} 3. If you only have the *Default Presence Configuration*, it will be assigned to all users. If there are multiple, you will need to assign the presence configuration to the users or profiles as shown below. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/wKLMmPfyXBm5IU3ZdrpW6_image-20260717-144700.png" size="60" isUploading="false" width="1136" height="859" darkWidth="1136" darkHeight="859" showCaption="false"} ::: ::::: ## 3. Unaric package installation & Contact Center setup Once Salesforce is configured for Omni-Channel routing, you will install the technical components that connect to Microsoft Teams. ::::WorkflowBlock :::WorkflowBlockItem ### Install Unaric Voice for Teams Managed Package Install the latest package version provided by Unaric. ::: :::WorkflowBlockItem ### Assign permissions 1. Navigate to **Setup > Users > Permission Sets**. 2. Open the **Unaric Salesforce Voice User** permission set. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/KgespsvhAbmglSiQDxdPM_image.png" size="79" isUploading="false" width="785" height="250" darkWidth="785" darkHeight="250" showCaption="false"} 3. Click the** Manage Assignments** button. 4. Click the **Add Assignment** button and use the checkboxes to select users to assign. 5. Click **Next.** 6. Optionally, you can specify an expiration date for the permissions. 7. Click **Assign **to finish. ::: :::WorkflowBlockItem ### Import Contact Center 1. In **Setup**, use the search box to find and open **Partner Telephony Contact Centers**. 2. Click **New** to import the adapter XML file provided by Unaric. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/4ZV5MArioiL5NvHT-jw5f_image-20260717-145238.png" size="70" isUploading="false" width="1899" height="346" darkWidth="1899" darkHeight="346" showCaption="false"} 3. Select **Unaric MS-Teams Connector** under **Telephony Provider.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/Hrhhn0knyT1OumPkiDzpj_image.png" size="41" isUploading="false" width="405" height="250" darkWidth="405" darkHeight="250" showCaption="false"} 4. Import the adapter XML file provided by Unaric. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/h4mIiDbBDJSZnuot3fCQg_image.png" size="51" isUploading="false" width="505" height="250" darkWidth="505" darkHeight="250" showCaption="false"} 5. Under **Connector URL**, select *Default Connector URL***.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/IogQA1j06zYkdZpElsrVh_image.png" size="50" isUploading="false" width="498" height="250" darkWidth="498" darkHeight="250" showCaption="false"} 6. Click the name of the **Contact Center** to open it. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/a-UaCVQx1KOSWYlLdKKd8_image.png" size="70" isUploading="false" width="1006" height="250" darkWidth="1006" darkHeight="250" showCaption="false"} 7. To add the **Contact Center** users, click **Add**.If you do not see the required Salesforce user listed, verify that they have the **Unaric Salesforce Voice User** permission set assigned, as well as a Salesforce Voice license. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/06Iw29HiRW5UfP9XRcwpE_image.png" size="58" isUploading="false" width="582" height="250" darkWidth="582" darkHeight="250" showCaption="false"} 8. In the** Contact Center**, click **Update Key** to fetch and set the certificate. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/d7FI9fRBGahdV3DdgC7iJ_image-20260717-150320.png" size="70" isUploading="false" width="1637" height="599" darkWidth="1637" darkHeight="599" showCaption="false"} ::: :::WorkflowBlockItem ### Session settings 1. Navigate to **Setup > Security > Session Settings.** 2. Under** Browser Feature Permissions**, enable **Include Permissions-Policy HTTP header.** 3. Below, set** Microphone** as *Trusted URLs Only.* ![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/UgRjQEUUc8wpIruT47DAX_image-20260717-150925.png) ::: :::WorkflowBlockItem ### Add Trusted URL 1. Navigate to **Setup > Security > Trusted URLs**. 2. Click **New Trusted URL**. 3. Enter the** API Name** and** URL** (URL provided by Unaric). 4. Set the **CSP Context** to *Lightning Experience Pages*. 5. Under **CSP Directives**, disable the **img-src (images)** check box, and under** Permission Policy Directives**, enable **microphone**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/83sbJ8X3ycMFP_KDDFzwC_image-20260717-152006.png" size="80" isUploading="false" width="1912" height="861" darkWidth="1912" darkHeight="861" showCaption="false"} ::: :::: ## 4. Agent onboarding To access Unaric Voice for Teams, agents must authenticate the Omni-Channel client using their Microsoft 365 credentials and grant local media permissions. 1. When opening the Omni-Channel for the first time, you will encounter notice from Salesforce. Click **I Agree **to continue. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/YOLzhjZygSuGLjKPDWtHx_image.png" size="56" isUploading="false" width="555" height="250" darkWidth="555" darkHeight="250" showCaption="false"} 2. When prompted by the browser, allow the use of your microphone. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/effl-cWkdX7gSsKxLe_Fb_image.png" size="29" isUploading="false" width="292" height="250" darkWidth="292" darkHeight="250" showCaption="false"} 3. You will see the Unaric Voice for Teams login screen in the Omni-Channel client. Click **Login** and authenticate with your Microsoft Teams credentials. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/l-mxrdriH-pxrP4-F0t2__image-20260511-133123.png" size="20" isUploading="false" width="565" height="1060" darkWidth="565" darkHeight="1060" showCaption="false"} ## 5. Customize layouts Lastly, you need to customize the **Voice Call** object layout, embed the** Conversations** component, and expose related lists on the** Account**, **Contact**, and **Lead **layouts. ::::WorkflowBlock :::WorkflowBlockItem ### Voice Call Lightning record page In Salesforce Voice, calls are logged as **Voice Calls**, which is are standard Salesforce objects. To add components to the **Voice Call** record page: 1. Open a **Voice Call** record. 2. Click on **Settings** (:FontAwesome[]{icon="fa-solid fa-gear"} icon) in the top-right corner, and select **Edit Page**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/lE_yaK8Pe7cEiiVfogJH3_image-20260717-153717.png" size="70" isUploading="false" width="1876" height="628" darkWidth="1876" darkHeight="628" showCaption="false"} 3. Here you can add components to the Voice Call record page, such as **Conversations.** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/o1_Ub__NdjV6XJIIjfc-k_image-20260717-153349.png" size="70" isUploading="false" width="1902" height="709" darkWidth="1902" darkHeight="709" showCaption="false"} ::: :::WorkflowBlockItem ### Voice Call page layout 1. Navigate to **Setup > Objects and Fields > Object Manager**. 2. Open the **Voice Call** object. 3. In the **Page Layouts **tab, open your chosen layout for this setup or create a new one. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/qhIcTurjyhu_H5GwpnhFp_image.png" size="104" isUploading="false" width="1036" height="250" darkWidth="1036" darkHeight="250" showCaption="false"} 4. Add any required fields on the page layout and assign it to required profiles. ::: :::WorkflowBlockItem ### Add Voice Call related lists 1. Navigate to **Setup > Objects and Fields > Object Manager**. 2. Select the required objects. For example, **Contact** or **Account**. 3. In the **Page Layouts **tab, open your chosen layout for this setup or create a new one. 4. Under **Related Lists**, drag **Voice Call** onto the layout and save it. Repeat for any other required objects (for example, **Lead** or** Account**). ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/AeOjYxeRVH0zTgZxY4CM7_image-20260717-160122.png" size="70" isUploading="false" width="1909" height="549" darkWidth="1909" darkHeight="549" showCaption="false"} Once added, the lists will appear on associated** Voice Call** records against the related **Account,** **Contact**, or **Lead**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/zZUH4FdUzUEDYasHS5j6C_image-20260717-160405.png" size="80" isUploading="false" width="1392" height="644" darkWidth="1392" darkHeight="644" showCaption="false"} ::: :::: **** ****