--- schema_version: "1" id: a9a4b81f26f174953bae0bba1bd375b25ea13c67448507c869cbdb5221d7859e title: Create the Channel for Agentforce Voice with PSTN collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_voice_channel.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_voice_channel.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 2724934dc124fc7488c5d4c7837c293ee21650ed9687dccb5b629918aaf499ab description: 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. products: - Agentforce - Cross Cloud release: "264" --- # 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.](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_setup_add_channel_pstn.png) 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](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 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](https://help.salesforce.com/s/articleView?id=ai.telephony_procure_phone_number.htm&language=en_US). A [number procured from the Communication Channels page](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&language=en_US) 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](https://help.salesforce.com/s/articleView?id=ai.agent_call_routing_escalation.htm&release=264.0.0&type=5 "Create an Omni-Channel flow in Salesforce to transfer incoming calls to the agent. You can transfer calls to different agents."). 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.](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_channels_list.png) 7. In the Channels tab, click the channel name. ![This page shows the channel details.](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_channel_details_pstn.png) 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](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm). 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](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&release=264.0.0&type=5 "Activate your agent to make it available to your customers or employees. When an agent is deployed to one or more channels, including the Agentforce panel, activating the agent makes it immediately available to your users."). ![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 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 - [_Video_: Set Up a Voice-Enabled Agent in Agentforce](https://salesforce.vidyard.com/watch/7UjuTize5zUoSPooDJyN2V)