Expand call routing globally with Dynamic Routing, a new communication protocol for Agentforce Voice. PSTN is limited to the US and Canada. SIP requires a dedicated integration with a vetted telephony partner. Dynamic Routing removes both barriers. It works worldwide and doesn't require a SIP trunk or telecom resale agreement.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
When: This change is available starting the week of June 22, 2026.
How: For every incoming call, configure your telephony system to create a VoiceCall record in Salesforce and obtain a temporary, dynamic routing number. Finally, transfer the call to the Agentforce agent by using this phone number.