---
schema_version: "1"
id: 0bd5097d0be316247fff8a15f7925da220c3be4c7b3e4f5a00c7e1e5e1f1e9c9
title: Configure Inbound Call Transfers Using PSTN
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/telephony_configure_inbound_call_transfers_pstn.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_pstn.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dd14f63dffefe1e646fc95f9327fb9166b86bc40d7e8244fce39ddfef0676387
description: To illustrate how to configure inbound call transfers that happen via PSTN, this page describes how to accomplish these tasks using Amazon Connect.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Inbound Call Transfers Using PSTN

To illustrate how to configure inbound call transfers that happen via PSTN, this page describes how to accomplish these tasks using Amazon Connect.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png)

Tip If [Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&language=en_US) or [Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&language=en_US) is completely set up, use the createVoiceCall method in the Amazon Connect Lambda function or the [createVoiceCall REST API](https://developer.salesforce.com/docs/atlas.en-us.258.0.voice_developer_guide.meta/voice_developer_guide/voice_rest_voicecalls_create.htm) to create a VoiceCall record.

1. In Amazon Connect, create an Amazon Connect inbound flow. To quickly create an inbound flow, make a copy of the Sample SCV Inbound Flow.
    
    An inbound flow handles incoming calls to your organization’s Amazon Connect instance and routes the calls to their correct destination, such as a rep, a queue, or even an Agentforce agent. For information about how Voice with Telephony Providers uses these flows and to see sample flows, see [Amazon Connect Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) and [Sample Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows_sample_flows.htm).
2. To create a VoiceCall record in Salesforce, add an AWS Lambda Function block to the flow and call the createVoiceCall method.
    
    The Sample SCV Inbound Flow contains the AWS Lambda Function block already.
    
    ![The settings show how to call the method to create voice call records.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_flow_invoke_awsLambdaFunction.png)
3. Click **Save**.
4. To transfer inbound calls to the procured phone number, add a Transfer to Phone Number block to the flow.
    
    Add the Transfer to Phone Number block after you create the VoiceCall record and set the VoiceCall ID for the record.
5. In the Transfer To field, enter the procured phone number.
    
    ![The settings show the country code and phone number to which calls are transferred.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_flow_transfer_to_phone_number_block2.png)
6. Click **Save**.
7. Before the Transfer to Phone Number block, add a Play Prompt block to notify the customer that they are being transferred to an agent.
    
    ![The settings show what the agent will say at this point in the flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_flow_announce_transfer_to_agent.png)
8. Click **Save**.
9. Connect the inputs and outputs of the new blocks that you added to the flow.
    
    ![The diagram shows the new blocks added to the flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_connect_inbound_contact_flow_complete.png)
10. Save and publish the Amazon Connect flow.
11. To test that the call is transferred to the voice-enabled agent, call the inbound call phone number.
    
    You can find the phone number in the Phone Numbers page in Amazon Connect.
    
    ![This page shows all claimed phone numbers for your Amazon Connect instance.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/amazon_connect_claimed_phone_number.png)

Next, it’s time to configure the telephony system to handle call escalations from the agent to a rep.