---
schema_version: "1"
id: ad93bf21688aa964fe05c25b168cbf6d736fbe8c69bb6e97cc82ac6d439f7913
title: Agentforce Voice Considerations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5bc6b9aaf398d60fc81e3e0e59c8a830d90cb286f183c86dd6e4b27657e6bbe4
description: When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Agentforce Voice Considerations

When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits.

### 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>

## Language Support for Voice

Persona for voice-enabled agents is available in several global languages. Languages in beta can have some inconsistencies when retrieving information, so plan to test your agent and review its responses carefully before deploying to production.

Agentforce Voice agents are monolingual. Each voice agent can only listen and respond in its configured default language in the Language Settings page. The default language also determines the language shown under Voice Settings. Verify that the agent's default language settings match the supported personas in Voice Settings when configuring your agent.

![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 Languages that are currently in Beta are only available in the new Agentforce Builder.

Even if you add languages to the Allowed Languages setting, a voice agent only operates in the Default Language. The Allowed Languages setting applies to text-based agents only.

Review [Agentforce Language Support](https://help.salesforce.com/s/articleView?id=ai.agent_language_support.htm&release=264.0.0&type=5 "Learn about supported languages, multi-language setup, and agent testing with Agentforce Builder.") to learn about how language settings apply to agents in general.

![Two screenshots: one showing the language settings page and the other showing the voice settings page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/voice_lang_settings.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:42.857142857142854%">
          <col style="width:28.57142857142857%">
          <col style="width:28.57142857142857%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39118e98">Language</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39118e101">Code</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39118e104">Notes</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Arabic (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>ar</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d39118e98 ">Chinese - Mandarin (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>zh_CN</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>zh_TW </code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Croatian (Beta) </td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>hr</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Czech (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>cs</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Danish (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>da</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Dutch (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>nl_NL</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d39118e98 ">English</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">
              <code>en_AU</code>
            </td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Supports all available voice settings</td>

          </tr>
          <tr class="">
            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">
              <code>en_GB</code>
            </td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Supports all available voice settings</td>

          </tr>
          <tr class="">
            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">
              <code>en_US</code>
            </td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Supports all available voice settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Finnish (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>fi</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d39118e98 ">French</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">
              <code>fr_CA</code>
            </td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">
              <code>fr_FR</code>
            </td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">German</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>de_DE</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Greek (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>el</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Hindi (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>hi</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Indonesian (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 ">id</td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Italian</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>it</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Japanese</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>ja</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Pronunciation dictionaries, including Kana pronunciation dictionaries, aren't
              supported. On the Voice Settings page, the Play button for sampling a voice is
              disabled, but the Agentforce Builder Voice mode preview still works.</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Korean (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>ko</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Malay (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>ms</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Norwegian (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>no</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Polish (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>pl</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Portuguese</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>pt_BR</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Portuguese (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>pt_PT</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Romanian (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>ro</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d39118e98 ">Spanish</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>es_MX</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>es_ES</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for pronunciation dictionary settings</td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Swedish (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>sv</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Tagalog (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>tl</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
          <tr class="">
            <td data-label="Language" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e98 ">Turkish (Beta)</td>

            <td data-label="Code" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e101 "><code>tr</code></td>

            <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e104 ">Limited support for advanced voice settings such as pronunciation dictionary.
              Not fully tested for quality and performance can vary. </td>

          </tr>
        </tbody>
      </table>

## Billable Usage Types

Agentforce can consume flex credits either through voice action usage types or voice minutes.

If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled, Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available, Salesforce meters Agentforce Voice Minutes only and doesn't apply Voice Actions usage types to the same activity.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:66.66666666666666%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39118e539">Billing Category</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39118e542">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">

            <td data-label="Billing Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e539 ">Standard Voice Action</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e542 ">
              <p>Usage is determined by the number of standard actions executed by the agent in a voice
                conversation.</p>
              <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                <div class="slds-media slds-media_responsive">
                  <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="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" alt="Note"></span></div>
                  <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Use of some standard agent actions require that a subscription has been purchased for
                    each user that accesses these actions, such as a subscription to Agentforce for Sales
                    Add-on or Agentforce for Service Add-on. To determine which subscription is required for
                    such standard actions, see Standard Action Reference at <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&amp;type=5&amp;language=en_US" target="_blank"><u>Standard Action Reference</u></a>. While this
                    requirement is not technically enforced yet, users who don’t have the required add-on
                    license will lose access to such actions for which they don’t have a license when the
                    requirement is enforced.</div>
                </div>
              </div>
            </td>

          </tr>
          <tr class="">

            <td data-label="Billing Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e539 ">Custom Voice Action</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e542 ">
              <p>Usage is determined by the number of custom
                actions called by the agent in a voice conversation. </p>
              <p dir="ltr">Custom actions are actions
                that are created by you or which result from your modification of a standard action. To
                learn more about what customer created actions are, see <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_custom.htm&amp;type=5&amp;language=en_US" target="_blank"><u>Create a Custom Agent Action</u></a>. To learn more
                about how standard actions become custom actions, see <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_edit_reference.htm&amp;type=5&amp;language=en_US" target="_blank"><u>Editing Standard Agent Action Reference
                    Actions</u></a>.</p>
              <p style="margin-bottom:0;">Async calls to Salesforce AI in custom action implementation
                may incur additional charges.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Billing Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e539 ">Agentforce Voice Minutes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d39118e542 ">
              <p>Usage is determined by the duration of the
                voice call between an end user and Agentforce Voice. Usage is rounded up to the next full
                minute, meaning any fraction of a minute is treated as a full minute. </p>
              <p>For example, </p>
              <ul>
                <li>A call of 60 seconds is billed as 1 minute. </li>

                <li>A call of 61 seconds is billed as 2 minutes.</li>

              </ul>
              <p style="margin-bottom:0;">If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled,
                Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available in
                your org, only Agentforce Voice Minutes are metered, and Voice Actions usage types are not
                applied to the same activity. </p>
            </td>

          </tr>
        </tbody>
      </table>

## Usage Limits

- Service Continuity and Failover Strategy: To maintain service continuity, Agentforce Voice typically processes data within the Salesforce trust boundary by deploying Deepgram’s speech-to-text and ElevenLabs's and Kotoba text-to-speech models locally. If regional or availability-based rate limits are reached, the system fails over to the provider’s external infrastructure under a zero-data-retention policy.
- Concurrent Call Capacity and Routing: The default limit is 500 concurrent calls per org. To increase this limit, contact Salesforce Customer Support.
- Voice Call Record Generation: If you aren’t a Salesforce Voice with Telephony Providers customer, Salesforce creates a voice call record for the customer-agent conversation, but not for the customer-rep conversation. If you don’t set up Salesforce Voice with Telephony Providers, you can’t create a voice call record for the customer-rep conversation.
- SIP channel Activation Latency: If you deactivate and then reactivate a SIP Voice messaging channel, it can take up to 10 minutes before the change takes effect. During this delay, calls can be routed to a service rep, depending on how you configure the inbound call routing.

## Sandbox Storage Limits

Sandbox environments have a 200-MB storage limit and call recordings can quickly reach this limit. When the storage limit is reached, the Omni-Channel stops working, blocking any further testing of Agentforce Voice until sufficient space is cleared.

To avoid storage issues, we recommend turning off call recording in sandbox environments. To turn off call recording, go to Setup, search for Agentforce Voice, and then turn off the Record Voice Calls with Agents option on the Agentforce Voice setup page.

If you run into storage limit issues, to reduce or clear the storage, use the bulk delete option to remove recording files. Removing recording files doesn’t always remove associated transcripts. See [Delete Voice Call Customer Data](https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&type=5&language=en_US) and the bulk delete section in [Work With Large Data Sets](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_data_bulk.htm).

To test Agentforce Voice in an environment similar to production, we recommend a full or Partial Copy sandbox with larger storage.

## Related Voice Calls

When a call is transferred to Agentforce Voice, the linkage between the original and transferred VoiceCall records requires the original caller's phone number to be preserved as the caller ID. If a different caller ID is presented during the transfer, Salesforce can’t link the VoiceCall records for the related call legs. For example, if you specify a Caller ID number in the Transfer to Phone block of an Amazon Connect flow, the transferred leg arrives in Salesforce with the AWS Connect number as the caller identity instead of the original caller's phone number. Because call linking relies on matching the original caller's number across both legs of the call, this mismatch prevents Salesforce from associating the source VoiceCall record with the Agentforce VoiceCall record.

![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 Using an invalid outbound call ID can cause telephony providers in some regions to flag the call as spam or block the call.