Create a channel to manage inbound calls for the Agentforce agent. Configure your telephony system to create a VoiceCall record in Salesforce for every incoming call and transfer calls using real-time streaming. When necessary, transfer calls to a human service rep.
- Create the Channel for Agentforce Voice with Real-Time Streaming
Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using real-time streaming, create a Messaging channel that maps the incoming phone number to the Omni-Channel flow. The flow specifies the agent to route the incoming call to. - Configure Telephony Vendor Settings When Using Real-Time Streaming
If your telephony system supports it, configure it to create a VoiceCall record in Salesforce for each incoming call. Then transfer each call to the Agentforce agent by using the Real-Time Streaming phone number. - Connect Related Voice Calls When Using Real-Time Streaming
If you’re a Salesforce Voice with Telephony Providers customer, Salesforce can create multiple voice call records for a single conversation. - Turn on Voice Call Recording and Transcription When Using Real-Time Streaming
To have Salesforce record the voice calls between customers and the Agentforce agent, turn on the voice call recording. To easily distinguish speakers during playback, recordings are stereo-separated, with the customer on one channel and the agent on the other. Each recording is stored as an MP3 file and automatically linked to its voice call record for easy access.