---
schema_version: "1"
id: 3ec066e058adac53d3c6d232f2c45f2f8f03b718863ed54542d95e7b4eab2ea1
title: Dynamic Routing in a Partner Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_dynamic_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_dynamic_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0c5697e5aaded03af1adfcc9d1a90ddc53dc7bef81023262942d60d177453c8d
description: For Dynamic Routing, your partner contact center routes incoming calls to the Agentforce agent using a dynamic routing phone number via a PSTN call transfer.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Dynamic Routing in a Partner Contact Center

For Dynamic Routing, your partner contact center routes incoming calls to the Agentforce agent using a dynamic routing phone number via a PSTN call transfer.

### 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 Dynamic Routing is available only to partner telephony customers. Dynamic Routing isn't supported for Salesforce Voice (Native Voice) customers.

Here's how it works.

1. A customer calls your partner contact center's inbound phone number.
2. When the incoming call arrives, your partner contact center calls the [reserveRoutableNumber Salesforce Telephony API](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_reserve_routable_number.htm), passing in the required input parameters, including the country and the virtual number that you assigned to the Messaging channel. The virtual number isn't an actual phone number. Instead, it acts like a routing key.
3. Salesforce uses that virtual number to identify the appropriate channel configuration and returns a dynamic routing number for the call session.
4. Your partner contact center transfers the call to the dynamic routing phone number.
5. Salesforce receives the transferred call, looks up context using the phone number, and routes the call to the Agentforce agent using the Omni-Channel flow that you mapped to the virtual number.
6. After the call ends, the dynamic routing number is released back to the number pool.