The Custom Dialer is part of the Aircall for Service Cloud Voice managed package. It adds an Aircall-powered panel inside the Salesforce Omni-Channel softphone your agents already use, giving them Aircall call tools without leaving the Omni-Channel panel.
How it works
- The Custom Dialer appears inside the Omni-Channel softphone panel when an agent is on a call.
- It's organized into tabs, each providing a specific capability.
- Tabs turn on and off automatically based on what's happening on the call, for example, options for an outbound call appear only while an outbound call is in progress.
- Everything runs through your existing Aircall connection. No separate app or browser tab is required.
What's in the Custom Dialer
| Capability | What it lets agents do | When it's available |
|---|---|---|
| Voicemail Drop | Leave a pre-recorded voicemail message in one click when an outbound call reaches voicemail, instead of recording the same message manually each time | During an outbound call |
| Insight Cards | Automatically shows the caller's matching Salesforce record, no manual search needed | Whenever a call is active |
| Tags & Notes | Add tags and notes to the call directly from the panel, during the call or right after it ends | During and right after any answered call |
NOTE: Each tab has its own dedicated article with full setup and troubleshooting detail: Insight Card: Automatic caller lookup in Salesforce Voice, Call Tagging and Mandatory Tagging in Salesforce Voice, and Voicemail Drop in Salesforce Voice.
Before you begin
- Service Cloud Voice is enabled, with the Aircall (Bring Your Own Telephony) contact centre configured.
- Omni-Channel is set up and added to the agent's Lightning app.
- The Aircall for Service Cloud Voice managed package, version 0.10.0 or later, is installed. Existing orgs upgrade automatically; new orgs install once using the link Aircall provides.
- Agents are assigned the Aircall permission set and are members of the contact centre.
- Agents have an active Aircall user with at least one assigned Aircall number.
Setting up the Custom Dialer
Steps
- Make sure the package is in place.
- If this is a new installation, install the Aircall for Service Cloud Voice managed package v0.10.0 or later using the link provided by Aircall.
- Existing customers don't need to do anything, the package upgrades automatically.
- Go to Setup > Contact Centers and open your Aircall for Service Cloud Voice contact centre to view its Contact Center Details.
- Click Edit.
- In the Voice Extension field, select Aircall Voice Extension. Optionally, tick Always Show Voice Extension so the dialer always shows in the call-control panel for this provider.
- Save the contact centre. The Custom Dialer is now available to agents in this contact centre.
- Confirm the relevant agents have the Aircall permission set and are members of the contact centre.
- Test with a call. Log in as an agent, open the Lightning app with Omni-Channel, and place a test outbound call. The Custom Dialer should appear in the softphone panel, with Voicemail Drop available during the call.
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| The Custom Dialer doesn't appear in the softphone panel | The Voice Extension field on your Aircall contact centre isn't set correctly | Go to Setup > Contact Centers > your Aircall contact centre > Contact Center Details and confirm Voice Extension is set to Aircall Voice Extension. If it should always be visible, tick Always Show Voice Extension too, then refresh the agent's browser. |
| The panel appears but is blank, or shows a loading spinner that never finishes | The managed package isn't up to date, the agent isn't logged in to Aircall, or the browser is blocking third-party content | Confirm the Aircall for Service Cloud Voice package is installed and updated, the agent is logged in to Aircall, and the browser isn't blocking third-party content for the Aircall domain. A hard refresh, or reopening Omni-Channel, usually clears a one-off issue. |
| Changes to the configuration aren't taking effect | The Voice Extension change wasn't saved, or the agent hasn't reloaded | Confirm the change on the contact centre was saved, then have the agent fully reload Salesforce, since the panel loads when Omni-Channel starts. |
| Agent sees nothing in Omni-Channel, or can't go online | Missing permission set, contact centre membership, or Omni-Channel isn't added to the app | Confirm the agent has the Aircall permission set, is a member of the contact centre, and that Omni-Channel is added to the Lightning app they're using. |
| Agent is repeatedly asked to log in to Aircall | An active session conflict | Confirm the agent isn't logged in to Aircall in another tab or the desktop app at the same time. Clear the browser session and log in again. |
| Calls ring in Salesforce but the dialer controls don't respond | A number or network issue | Confirm the agent's Aircall number is active and assigned to them, and that there's a stable network connection to Aircall. |
If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Aircall number and email, the browser in use, and a description of what you're seeing.