Connect your existing contact center number with Agentforce Contact Center. Administrators can onboard and manage external carrier numbers right alongside native telephony numbers, providing a single, unified interface for your voice infrastructure.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To add an external number: |
Agentforce Contact Center Admin (Salesforce Voice) permission sets. Learn how to view permissions in this permission set. |
- From Setup, use Quick Find to open Communications Channels.
- From the Channels section, click Add External Number.
- Select Bring Your Own Carrier.
- Review the information and click Next.
- Select a trunk to route your calls.
- In Add Numbers, select your country and enter the number. You don't need to add your country code with the number.
- Select the number type, call direction, and capabilities.
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To add another number, click the
icon. You can add up to 10 numbers at one time.
- Provide your Consent & Acknowledgement.
- Click Submit.
- You can see your number in the Numbers tab with the origin as Bring Your Own Carrier.
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To use this number in Agentforce Contact Center:
- Set up a queue or a flow to route calls to your voice channel.
- Create a voice channel for your number.
- Set your number as the default caller line identifier.