---
schema_version: "1"
id: 3dd2d64de0182e40ea46e6f002969e0ff829408278db3c4b8308235de2b0fb3c
title: Configure Telephony Vendor Settings When Using Real-Time Streaming
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/telephony_vendor_settings_realtime_streaming.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_vendor_settings_realtime_streaming.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 65194990a3000b3bfb14b5f23035eb7165ad1cea7d12747569d84af7d3ca1e18
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Telephony Vendor Settings When Using Real-Time Streaming

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](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_amazon_connect_realtime_overview.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_configure_amazon_connect.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_realtime_streaming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation_realtime_streaming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_limitations.htm&release=264.0.0&type=5)**  
    Consider these limitations when using Real-time Streaming.