---
schema_version: "1"
id: bbdcdcd7fb7bc52d68a73250f7ed5ae1f9f3ebf5bce979b573c5d220a0c4a67e
title: Connect Related Voice Calls When Using PSTN
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_connect_related_voice_calls_pstn.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls_pstn.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d4f5de4d8e8beb78abcfc4811ab163123b99899d6045dc0ffcc37925789c9906
description: When an incoming call is transferred to an Agentforce agent using PSTN, a separate voice call record is created in Salesforce for that leg of the call. As a result, you have two voice call records for this conversation with the customer. If you are a Salesforce Voice with Telephony Providers customer, to get a complete view of the entire conversation, connect the Initial and the Agent voice call records.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Connect Related Voice Calls When Using PSTN

When an incoming call is transferred to an Agentforce agent using PSTN, a separate voice call record is created in Salesforce for that leg of the call. As a result, you have two voice call records for this conversation with the customer. If you are a Salesforce Voice with Telephony Providers customer, to get a complete view of the entire conversation, connect the Initial and the Agent voice call records.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions, and <a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">Salesforce Voice add-ons</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note In rare cases, this feature might not function as expected. For example, we can’t distinguish between callers if multiple individuals share the same phone number and place inbound calls simultaneously.

1. From Setup, in the Quick Find box, enter Agentforce Voice, then select **Agentforce Voice Setup**.
2. Under Setup Steps in the Agentforce Voice Setup page, enable **Connect Related Voice Calls**, and then click **Enable**.
    
    ![The setup page shows that the Connect Related Voice Calls option is enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_connect_related_calls.png)

#### See Also

- [Connecting Related Voice Calls](https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls.htm&release=264.0.0&type=5 "When a customer conversation involves call transfers, a separate voice call record can be created in Salesforce for each call segment. This action results in multiple voice call records for the same conversation. To provide a single, comprehensive view and preserve the full call context, connect these related voice call records. Connecting records enables more informed decisions. For instance, you can escalate the call to the appropriate rep based on all gathered information.")