--- schema_version: "1" id: 1882943cbde85465f91ea98eae6c44272c57af174f01f2559306ae311c15bf30 title: Create the Channel for Agentforce Voice with SIP or Dynamic Routing collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_voice_channel_sip.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_voice_channel_sip.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: d464a5f4a6fd366381e268c20c0dc6dd1b432181c96842ed1d5dbdd7393bcd0c description: Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using the SIP address or Dynamic Routing number, create a Messaging channel that maps the SIP address or Dynamic Routing number to the Omni-Channel flow. When an incoming call is transferred using this address or number, the Omni-Channel flow routes the call to the agent assigned to the channel. products: - Agentforce - Cross Cloud release: "264" --- # Create the Channel for Agentforce Voice with SIP or Dynamic Routing Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using the SIP address or Dynamic Routing number, create a Messaging channel that maps the SIP address or Dynamic Routing number to the Omni-Channel flow. When an incoming call is transferred using this address or number, the Omni-Channel flow routes 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 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.png) 3. Enter the name and developer name of the channel. 4. Select **SIP or Dynamic Routing** and then enter the SIP address or Dynamic Routing virtual number that routes incoming calls to the agent. For SIP, use this same address in the `To User` key of the telephony provider's inbound flow. For Dynamic Routing, use this virtual number as the `toNumber` parameter when calling the Salesforce Telephony API from your partner contact center. The virtual number is the internal routing identifier. Salesforce uses the virtual number to identify the right channel, Omni-Channel flow, and call context. ![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 Although the SIP address or virtual number isn't an actual dialable phone number, the value must be in the E.164 format. 5. Under Call Routing, select the Omni-Channel flow that routes inbound calls to the 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.](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.png) 8. (For SIP only) 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 token, which includes 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). For the token requirements, see the `token` UUI parameter description in [Configure Inbound Call Transfers When Using SIP](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_sip.htm&release=264.0.0&type=5 "To illustrate how to configure inbound call transfers that happen via SIP, this topic describes how to accomplish these tasks with Genesys."). 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.").