---
schema_version: "1"
id: 6ae01eccfc3f8403a5ad746935858d73232d27a8daef1560229a7ca6a3f5d0ca
title: Create a Phone Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_byoa_create_phone_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_byoa_create_phone_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 71c2322cfae585b2f9449b46b932d9c138303b2b21d29e6cc371fefd11e6156f
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></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">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d132901e69">User Permissions Needed</th>
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        <tbody>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">Salesforce Voice Contact Center Admin</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132901e69 ">Salesforce Voice Contact Center Admin (Partner Telephony)</td>

          </tr>
        </tbody>
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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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_contact_center_phone_channel_nw.png)
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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_phone_channel_modal_nw.png)
    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](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&type=5&language=en_US) for your phone channel. You can choose to either match callers to End User records or override your phone channel number settings.