---
schema_version: "1"
id: 86e26c28fcb5c2746bd17ae0e0cbbe0cdaa6e36de2b30f0ff591d26a42fb0fd3
title: Configure the Channel and Telephony Settings for PSTN
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_pstn_channel_and_telephony_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_pstn_channel_and_telephony_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5895894786a226f0d976f20540ce1ae33d271230b91826a420f4b5012d0016be
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure the Channel and Telephony Settings for PSTN

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](https://help.salesforce.com/s/articleView?id=ai.telephony_procure_phone_number.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agent_voice_channel.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.telephony_vendor_settings_pstn.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls_pstn.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agent_record_voice_calls_pstn.htm&release=264.0.0&type=5)**  
    To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.