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 SIP address or dynamic routing phone number. When needed, transfer the call to a human service rep.
- Create the Channel for Agentforce Voice with SIP or Dynamic Routing
Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using the SIP address or Dynamic Routing number, create a Messaging channel that maps the SIP address or Dynamic Routing number to the Omni-Channel flow. When an incoming call is transferred using this address or number, the Omni-Channel flow routes the call to the agent assigned to the channel. - Configure Telephony Vendor Settings When Using SIP
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 SIP address. - Configure Telephony Vendor Settings When Using Dynamic Routing
If supported, configure your telephony system to create a VoiceCall record in Salesforce for each incoming call. Then, obtain a dynamic routing number—a temporary, call-specific phone number—to transfer the call to the Agentforce agent. - Connect Related Voice Calls When Using SIP or Dynamic Routing
If you’re a Salesforce Voice with Telephony Providers customer, Salesforce can create multiple voice call records for the same conversation. For example, when an incoming call transfers to an Agentforce agent via SIP or Dynamic Routing, Salesforce creates a separate voice call record for that call leg. If the agent transfers the call to a rep, Salesforce can create a third voice call record. To view the entire conversation with the customer, connect these related voice call records. - Turn on Voice Call Recording and Transcription When Using SIP or Dynamic Routing
Turn on voice call recording to record calls between customers and agents. Recordings use stereo separation for easy speaker identification, placing the customer on one channel and the agent on the other. Salesforce stores each recording as an MP3 file and links it directly to its voice call record. - Include Custom SIP Headers and REFER Support
Increase the amount of information passed with SIP requests with custom SIP X-headers and handle disconnects more gracefully with SIP REFER.