---
schema_version: "1"
id: d25df182ffef9b8dbe7a3fdabb1fff5d2f365f4a2cbf0c5eee3b5ca795362cb1
title: Configure Channel and Telephony Settings for Real-Time Streaming
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_realtime_streaming_channel_and_telephony_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_channel_and_telephony_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 67e780a3f1f92e0310516b89d9b79527403a2302e114ff9e83b8e13c18a250b5
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Channel and Telephony Settings for Real-Time Streaming

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](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_channel_realtime_streaming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.telephony_vendor_settings_realtime_streaming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls_realtime_streaming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agent_record_voice_calls_realtime_streaming.htm&release=264.0.0&type=5)**  
    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.