--- schema_version: "1" id: 12504cc3dbf1fb007f03ad46288bdeb4e3d756b2c4c8f1fae05046728bcbd164 title: Complete the Prerequisites collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_setup_prereqs.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_setup_prereqs.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 3eb56e6781f40a4b1d55f2b13aa9966d0cddd1c68cd987307d84937afa4c801a description: Before you connect an agent to your partner telephony system, complete these prerequisites. products: - Agentforce - Cross Cloud release: "264" --- # Complete the Prerequisites 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](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&release=264.0.0&type=5 "Agentforce Service agents intelligently support your customers by connecting to messaging and other channels and escalating to reps when necessary. Use the default Agentforce Service Agent template to create an agent designed to resolve common support cases and requests. Or select from more specialized templates to fit your use case."). When you configure language settings for your agent, verify that the language you choose is also supported for Agentforce Voice. See [Agentforce Voice Considerations](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&release=264.0.0&type=5 "When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits."). - If you’re a Salesforce Voice with Telephony Providers customer, make sure that your [Voice with Telephony Providers contact center is fully configured](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&language=en_US). - If you aren’t a Voice with Telephony Providers customer, first turn on [Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_turn_on.htm&language=en_US). Then [create a fallback queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US) 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. - Review [Agentforce Voice Best Practices](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_best_practices.htm&release=264.0.0&type=5 "Voice-enabled agents require distinct conversational design patterns compared to text-based agents to handle spoken interaction effectively."). - 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](https://developer.salesforce.com/docs/ai/agentforce-partner/guide/agentforce-voice-sip-setup.html). (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](https://docs.google.com/document/d/1GYD2s_aTJhfyRsj4PpWhRiHJc-3QH6InTPW2kZi3zpc/edit?pli=1&tab=t.0#heading=h.q164fgnkvg0l) and to [create the SIP trunk](https://docs.google.com/document/d/1GYD2s_aTJhfyRsj4PpWhRiHJc-3QH6InTPW2kZi3zpc/edit?pli=1&tab=t.0#heading=h.zd318g5eqqqn). - To grant the Omni-Channel flows access to update the VoiceCall records, assign the [Salesforce Voice Contact Center Admin permission set](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&language=en_US) to the user who creates the Omni-Channel flows. - Enable Enhanced Omni-Channel. - **[Add a Telephony Connection](https://help.salesforce.com/s/articleView?id=ai.agent_add_telephony_connection.htm&release=264.0.0&type=5)** 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.