Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create a custom voice configuration: |
Agentforce Contact Center Admin (Salesforce Voice) permission set. |
When users are assigned native contact center permissions in your org, a default voice configuration is automatically created for them even before any admin setup. You only need to create additional configurations if you want to override the default for specific users, profiles, or business units.
Every rep's outbound calls resolve to exactly one voice configuration, based on this precedence, from highest to lowest priority:
- User-level assignment – A voice configuration that's assigned directly to the user..
- Profile-level assignment – A voice configuration assigned to the user's profile.
- Org default – The voice configuration marked as the org-wide default, used when no user- or profile-level configuration has been assigned.
- From Setup, in the Quick Find box, enter Voice Configuration, and then select Voice Configuration.
- Click New Voice Configuration.
- Configure these settings:
- Name: A descriptive name for the configuration (for example, UK Sales or Europe Collections).
- Call Origination Flow: The flow where you configured custom outbound call attributes. For details on how to create this flow, see Create a Call Origination Flow. Only active autolaunched flows are available to select from.
- Fallback Caller ID: Select a number that's enabled for CLI. If other numbers in your flow are unavailable, then this number is used as CLI. To set the fallback caller ID, provision a number and enable it for outbound calls.
- Region: The default country or region code to apply (for example, +44 for the UK or +33 for France). This code is automatically added to any dialed number that's missing a country code.
- Click Next.
- Select the individual user or profile you want to assign the configuration to. If you select a profile, all users assigned to the profile have the CLI number that you’ve configured. If the number from the flow and the fallback caller ID aren't available, the system uses the org-wide default CLI.
- Click Next.
- Review your choices and click Save.
Repeat these steps to create additional voice configurations for other business or regional needs. You can create, edit, or delete voice configurations at any time. Deleting a configuration reverts any users or profiles that referenced it back to the next-highest configuration in the precedence order.