---
schema_version: "1"
id: 7ad2ff32a493d958b4389f673b4b38b1e1bb7423f34055f89cbf2521e4600299
title: Create a PSTN Voice Channel in Salesforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_create_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0d5a279068f9c98de6a1578294e8bad3d8bca8e3225d44774f9026b0813cf8a8
description: Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23043e70">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23043e70 ">To create a PSTN channel for a number:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23043e70 ">
              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
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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](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [a flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) 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. 
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
    
    Note
    
    Use a [phone number procured from the Communication Channels page](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&language=en_US). A [number procured from the Agentforce Voice Setup page](https://help.salesforce.com/s/articleView?id=ai.telephony_procure_phone_number.htm&language=en_US) won’t work.
6. If you haven’t already done so, create [a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [a flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) 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.