---
schema_version: "1"
id: 392e2597f03362b5216f3052c876a93dec2c99459ccdf7585d42a55d7d3a9afb
title: Create a Custom Voice Configuration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_create_voice_configuration.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_voice_configuration.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 98673b4ec636ef69cdc7461f89f5c09a1e69a773f5e938f9642b88d529048318
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create a Custom Voice Configuration

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)

<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">
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          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62400e65">User Permissions Needed</th>
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          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62400e65 ">To create a custom voice configuration:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62400e65 ">
            <p style="margin-bottom:0;">Agentforce Contact Center Admin (Salesforce Voice) permission set.</p>
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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.

1. From Setup, in the Quick Find box, enter Voice Configuration, and then select **Voice Configuration**.
2. Click **New Voice Configuration**.
3. 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](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_origination_flow.htm&release=264.0.0&type=5 "Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep."). 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](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center.") 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.
4. Click **Next**.
5. 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.
6. Click **Next**.
7. 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.