If supported, configure your telephony system to create a VoiceCall record in Salesforce for each incoming call. Then, obtain a dynamic routing number—a temporary, call-specific phone number—to transfer the call to the Agentforce agent.
Note Dynamic Routing is available only to partner telephony customers, not Salesforce Voice
(Native Voice) customers.
- 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. - Configure Inbound Call Transfers When Using Dynamic Routing
For each incoming call, configure your partner contact center to get a dynamic routing phone number and then use it to transfer the call to the agent. - Configure Call Escalation When Using Dynamic Routing
If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it's escalated and transferring the call to the appropriate rep.