Create a channel that's used to manage inbound calls routed to the Agentforce agent. If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number. When needed, transfer the call to a human service rep.
- Procure a Phone Number to Transfer Calls Using PSTN
To transfer calls to the Agentforce agent using PSTN, first procure a phone number. Later, you associate this phone number with the channel that’s used to transfer calls to the agent. - 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. - Configure Telephony Vendor Settings When Using PSTN
If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number. - Connect Related Voice Calls When Using PSTN
When an incoming call is transferred to an Agentforce agent using PSTN, a separate voice call record is created in Salesforce for that leg of the call. As a result, you have two voice call records for this conversation with the customer. If you are a Salesforce Voice with Telephony Providers customer, to get a complete view of the entire conversation, connect the Initial and the Agent voice call records. - Turn on Voice Call Recording When Using PSTN
To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.