---
schema_version: "1"
id: fa8a9aea3e4e07949372331a71466e7f71ca01fca522703e717c1084eda34cbe
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_create_phone_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09dd41a4e2adb79ccdfb9d782f4b6e1a02fa53f0c6207dc22be4e303b528610b
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 Amazon Connect
- Salesforce Voice with Partner Telephony
- 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%">
        </colgroup>
        <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="d58686e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">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="d58686e75 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">Salesforce Voice Contact Center Admin</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">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="d58686e75 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58686e75 ">Salesforce Voice Contact Center Admin (Partner Telephony)</td>

          </tr>
        </tbody>
      </table>

Before you create a phone channel:

- [Create a Voice contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5 "Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.").
- [Claim your phone number in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5 "Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice)."). Alternatively, [route calls directly to and from reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") for sales use cases or blended sales and service use cases.

1. From Setup, in the Quick Find box, enter Contact Center, then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony model.
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.png)
4. Enter a channel name and the contact center phone number.
    
    ![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.png)
5. **Optional:** Set up call routing configurations for your contact center.
    1. To route this phone channel’s calls to a specific queue, select **Queue** in the Call 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 Call Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue.
6. **Optional:** Set up voicemail routing configurations for your contact center.
    1. To route this phone channel’s voicemails to a specific queue, select **Queue** in the Voicemail 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 voicemails with an Omni-Channel flow, select **Omni-Channel Flow** in the Voicemail Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue.
7. 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&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.") for your phone channel. You can choose to match callers to End User records or override your phone channel number settings.

#### See Also

- [Assign an Omni-Channel Flow to a Phone Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&type=5&language=en_US)