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.
- How Amazon Connect and Salesforce Work Together with Real-Time Streaming
Agentforce Voice allows a Salesforce AI agent to join live calls in Amazon Connect. Agentforce Voice runs in Salesforce, separate from your Amazon Connect instance. The two services communicate over a secure WebSocket connection using Amazon’s Agent-to-Agent (A2A) protocol. - Configure Amazon Connect for Agentforce Voice Real-Time Streaming
Configure Amazon Connect to hand off live voice calls to a voice-enabled Agentforce Service agent. - Configure Inbound Call Transfers When Using Real-Time Streaming
To illustrate how to configure inbound call transfers that happen via Real-Time Streaming, this topic describes how to accomplish these tasks with Amazon Connect. - Configure Call Escalation When Using Real-Time Streaming
If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it’s escalated and transferring the call to the appropriate rep. - Agentforce Voice Limitations for Real-time Streaming
Consider these limitations when using Real-time Streaming.