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Create the Channel for Agentforce Voice with PSTN

Create a Messaging channel for incoming calls that need to be transferred to the Agentforce agent. In the channel, map the procured PSTN phone number to the inbound Omni-Channel flow. When an incoming call is transferred using this number, Omni-Channel uses the Omni-Channel flow to transfer the call to the agent assigned to the channel.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
  1. From Setup, in the Quick Find box, enter Agentforce Voice, then select Agentforce Voice Setup.
  2. In the Messaging Channel for Agentforce Voice step on the Agentforce Voice Setup page, click Add.
    The New Channel page contains the channel settings.
  3. Enter the name and developer name of the channel.
  4. Select Use a phone number and then select the phone number for the channel.
    Note
    Note Only phone numbers with a Live status appear in the dropdown. Each phone number can be associated with only one channel. Use a phone number procured from the Agentforce Voice Setup page. A number procured from the Communication Channels page won’t work.
  5. Under Call Routing, select the Omni-Channel flow that routes inbound calls to the agent.
    You created this flow in Configure Inbound Call Transfers to the Voice-Enabled Agent. Don't select the escalation flow.
  6. Click Save.
    The Channels tab in the Agentforce Voice Setup page shows the channels that are added. A newly added channel can take a couple of minutes to appear in this tab.
    The Channels tab shows the channels created for Agentforce Voice.
  7. In the Channels tab, click the channel name.
    This page shows the channel details.
  8. If you aren’t a Salesforce Voice with Telephony Providers customer, edit the channel and, in the Public Key field, enter an unexpired certificate. Without it, Omni-Channel will not route the calls to the voice-enabled agent.

    To learn how to generate a certificate, see Generate a Self-Signed Certificate with OpenSSL.

  9. Click Activate.

After you create an agent, configure calls to be transferred to the agent, and configure calls with an agent to be escalated to a rep, it’s time to activate your agent.

Note
Note If you call the procured phone number when the agent is deactivated, the agent doesn’t pick up the call. You just hear music.

See Also