Before you connect an agent to your partner telephony system, complete these prerequisites.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons. |
- Create a Service Agent from the Agentforce Service agent template. When you configure language settings for your agent, verify that the language you choose is also supported for Agentforce Voice. See Agentforce Voice Considerations.
- If you’re a Salesforce Voice with Telephony Providers customer, make sure that your Voice with Telephony Providers contact center is fully configured.
- If you aren’t a Voice with Telephony Providers customer, first turn on Voice with Telephony Providers. Then create a fallback queue for the Omni-Channel flow that transfers inbound calls to an agent. You don’t need to complete any additional Voice with Telephony Providers setup steps.
- To set up Agentforce Voice, assign these items to your Salesforce user account:
- The Standard User standard profile.
- The Customize Application system permission.
- Read access on the Communication Channel Lines object.
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Review Agentforce Voice Best Practices.
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Ask your Salesforce account executive to verify that Agentforce Voice supports your partner telephony (or partner CCaaS) provider.
If your telephony provider isn’t supported, ask your provider to work with Salesforce to become a supported partner. To get started, check out: Support Agentforce Voice.
(For SIP only) If your telephony provider is supported, reach out to your provider to enable the SIP service.
- (For SIP only) Determine the SIP address in advance. Although the SIP address isn’t an actual phone number, the value must be in the E.164 phone number format. Later, you use this SIP address to create the Messaging channel for routing incoming calls to a voice-enabled agent and to create the SIP trunk.
- To grant the Omni-Channel flows access to update the VoiceCall records, assign the Salesforce Voice Contact Center Admin permission set to the user who creates the Omni-Channel flows.
- Enable Enhanced Omni-Channel.
- Add a Telephony Connection
Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution.