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Create a PSTN Voice Channel in Salesforce Voice

Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To create a PSTN channel for a number:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.

To create a PSTN voice channel, use the one-time setup from Salesforce Go that creates a basic contact center or follow the instructions here. If you follow the instructions here, before you begin, make sure you set up a queue or a flow to route calls to your voice channel.

  1. From Setup, use Quick Find to go to Communication Channels.
  2. In the Channels tab, click New Channel and click Start.
  3. Click Voice.
  4. Review the information, then click Next.
  5. Select the phone number to be used for your voice channel. 
  6. If you haven’t already done so, create a queue or a flow to route calls to your voice channel.
  7. Select your routing type and add details of the queue or flow.
  8. Click Next.
  9. To set up recording and transcription, follow the instructions here.
  10. To finish setting up your voice channel, click Done. 
  11. To review your voice channel, from the All Channels tab, select the new channel.
  12. At this stage, you can edit the channel name and routing settings.
  13. After you complete your changes, click Activate.

Your number is now associated with a PSTN voice channel and is ready for use.