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Set up the Voice Controls Simulator tool › Voice Controls Simulator tool › ICC for voice calls › Integrating with Computer Telephony Integration \(CTI\) › Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Launching the simulator

This feature lets agents set up and test their voice workflow in a simulated environment without the hassle of uploading payloads for testing call-flows. The Voice Controls Simulator is only available from the CSM Configurable Workspace.

Before you begin

Role required: CCaaS admin

Procedure

  1. Select the phone icon in the header to open the Voice Controls Simulator tool.

  2. Select Launch test tool to open the simulator in a new tab to begin configuration.

Image omitted: int-launch-simulator-tool.png
Launch the simulator from you workspace

  1. Begin the simulation by setting the idle state capabilities.

    For guidance, select the info icon to open the Getting Started window, which provides an overview of each phase in the simulator.

What to do next

Configure idle state capabilities, such as outbound call, logout, and phone directory. See Setting idle state.