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Create a Phone Channel

To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.

Required Editions

This article applies to:

  • Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
  1. From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select Partner Telephony Contact Centers.
  2. Select the contact center you want to create a phone channel for.
  3. In the Contact Center Channels section, click Add.Contact Center Channels section
  4. Enter a channel name and the contact center phone number.
  5. Optional: Set up routing configurations for your contact center.Add a contact center channel and specify routing modal
    1. To route this phone channel’s calls to a specific queue, select Queue in the Routing Type field, and then enter the name of the Salesforce queue you want to route calls to.
    2. To route this phone channel’s calls with an Omni-Channel flow, select Omni-Channel Flow in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue.
  6. Save your changes.

To make it easier to identify callers, configure your End User record settings for your phone channel. You can choose to either match callers to End User records or override your phone channel number settings.