--- schema_version: "1" id: 6f7aaec421f72befc1698fb212d2c1941831bba2b73f32b1aa30b08b2a9721ea title: Set Up 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_setup.md canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 88ad42a3c728f669ed8bccab554e455990cfd2cb50518458be467a81dcbb99ed description: Get up and running with Salesforce Voice in Agentforce Contact Center. products: - Service Cloud - Digital Engagement release: "264" --- # Set Up Salesforce Voice Get up and running with Salesforce Voice in Agentforce Contact Center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
- **[Considerations](https://help.salesforce.com/s/articleView?id=service.afcc_sv_begin.htm&release=264.0.0&type=5)** Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice). - **[Network Requirements for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_network_reqs.htm&release=264.0.0&type=5)** Agentforce Contact Center Voice sends call audio over a relay connection with no fallback path. A restrictive firewall, proxy, or VPN can block the audio path and cause error E-1002. - **[Assign Permission Sets for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5)** Use permission sets to control access to your Agentforce Contact Center. - **[Provision a New Phone Number in Salesforce Voice](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. - **[Port a Voice Number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_port_number.htm&release=264.0.0&type=5)** Transfer existing US and Canadian long code or toll-free numbers to seamlessly manage your voice communications. Submit a formal port-in request with the required authorization documents to initiate the transfer process. Track the status of your numbers through automated notifications, from initial submission to final activation. - **[Create a PSTN Voice Channel in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5)** Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number. - **[Set Number as Default Caller Line Identifier](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_cli.htm&release=264.0.0&type=5)** Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel. - **[Manage Voice Channel Details in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_channel.htm&release=264.0.0&type=5)** Update your call and routing settings at any time. - **[Create an SMS Channel in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_sms_channel.htm&release=264.0.0&type=5)** Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number. - **[Connect to WhatsApp Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_voice.htm&release=264.0.0&type=5)** Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp. - **[Add AI Agents to your Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_iva.htm&release=264.0.0&type=5)** Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center. - **[Add IVR to Your Omni-Channel Flow in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_ivr.htm&release=264.0.0&type=5)** Manage the high volume of inbound calls and automate responses to repetitive inquiries with Interactive Voice Response (IVR). IVR lets your callers use self-service options for simple tasks like making appointments, checking balances, or resetting passwords. - **[Manage Media in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_media.htm&release=264.0.0&type=5)** Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage. - **[Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5)** Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions. - **[Configure Speech-to-Text Model](https://help.salesforce.com/s/articleView?id=service.afcc_sv_speech_to_text_model.htm&release=264.0.0&type=5)** The speech-to-text model determines how spoken audio is processed and transcribed during voice interactions. - **[Configure Recording and Transcription Behavior in a Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_recording_flow.htm&release=264.0.0&type=5)** Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs. - **[Manage a Recording](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_a_recording.htm&release=264.0.0&type=5)** Download or delete a call recording. - **[Get E911 Compliant](https://help.salesforce.com/s/articleView?id=service.afcc_sv_e911_compliance.htm&release=264.0.0&type=5)** Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction.