Claim a number to make and receive calls from the Agentforce Contact Center.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To provision a phone number |
Agentforce Contact Center Admin (Salesforce Voice) permission sets. Learn how to view permissions in this permission set. |
To provision a number, you can either use the one-time setup from Salesforce Go that creates a basic contact center or follow the instructions here. You can provision up to four numbers in the sandbox org. You can’t move a number that you provisioned in the sandbox org to your production org.
- Contact your Account Executive to purchase the appropriate number lease entitlement from Salesforce for each number type that you want to provision–10-digit long code (10DLC) or toll-free number. After you purchase the required entitlement and it’s provisioned in your Salesforce org, proceed with the next step.
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From Setup, use Quick Find to go to Communication Channels.
Note Stay on the Communication Channels node till you complete the workflow to procure a new number. At any point during the process, if you navigate to another node in Setup, your new number won’t show up correctly after you procure it. - Click New Number.
- Select a country and number type, and then click Next.
- To search for available numbers, enter an area code or prefix and click Search.
- Select a number, and click Next.
- Review your selection and click Finish. Your number is queued for provisioning and is in the Provisioning status. To see the latest status, click the refresh icon.
After your number is successfully provisioned, you receive a confirmation email. The number is ready to be used, when its status is Live. After the number status is live, use it to create a PSTN channel. A number procured from the Agentforce Voice Setup page won’t work to create a voice channel in the native contact center.
If two users provision the same number at the same time, the number is allocated to the user whose request came through first in the system.