Agent for SCV

This overview is for agents. If you're an administrator, see Agent for SCV for Administrators.

Agent for SCV (Agent for Service Cloud Voice) is part of the Omni-Channel widget in Salesforce. It adds a Phone tab to the widget, where you can handle calls. Other types of contacts, such as chats or emails, are handled in Salesforce.

When you handle a call, Salesforce automatically creates a task for it. The task includes basic information like the call time and date, contact data, and so on. You can connect the task to other items in Salesforce like opportunities or cases.

If you do not see the Phone tab in your Omni-Channel widget, contact your manager or administrator.

User Interface

An active call in Agent for SCV, with the contact's info, the duration, call controls, and an End Call button.

New Tab

Allows you access to other types of contacts, like chats and emails.

My Work Tab

Lists all of the contacts you've handled that day. This includes contacts for all channels, not only phone contacts. You can click an item to open the relevant information in Salesforce.

Phone Tab

Displays the calls that you are handling, whether active or on hold. Each listed call has these call controls:

Icon Details
Icon of a microphone with a slash through it.
Mute your microphone so that the contact cannot hear you.


Icon of a circle with a dot in it.

Records the call, which you may need to do to comply with organizational policies. You cannot stop a recording once it has started. The recording continues until the contact is disconnected.
Add Caller
Icon of a person with a plus sign in the bottom right.

Open the address book to search for skills or other agents who are logged in. Hover over any item in the list and click Call to add another user to your call. You can also open the Keypad to dial a phone number to add to your call.

The Address Book in Agent for SCV, with a search box and a list of agents and skills.

Blind Transfer

Icon of phone with arrow coming out.

Transfer the call. This will not be a conferenced call, you will not wait for the call to be connected on the other side. Once you click the Blind Transfer icon, the call is gone from your agent console.

Icon of nine squares.

Open a keypad to enter a phone number.

Icon of two lines converging into one.
If you have an active call and a call on hold, you can combine the two calls together to make a conference call.
Icon of two arrows, one pointing up and one pointing down.
If you have an active call and a call on hold, you can switch between the two.


Icon of a flag.

If you require assistance from a supervisor, you can flag the interaction to notify them. You can send notes with the flag and the supervisor can send notes back.
Icon of two parallel vertical lines.
Place the contact on hold while you handle other contacts.
Icon of a triangle.
If you have a call on hold, you can make the call active again.
Icon of an X.
End the call.

Some of these call controls may not be visible to you, depending on how your administrator has configured Agent for SCV.