---
schema_version: "1"
id: ad4a8572ccac7fbbf837f9aec548ca2d8503111443fb5d5d7a415f106115ab6b
title: Create a Default Phone Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_default_phone_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_default_phone_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 909cc235e67959541c478f798f8a020de60ca279fbdc4275654b05a9abe4bf49
description: To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create a Default Phone Channel

To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record.

### 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="d156691e73">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">
              <p>Salesforce Voice Contact Center Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156691e73 ">
              <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center
                Admin</p>
            </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.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.")
- For Amazon Connect users, [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).")

Unless you set up your contact center to [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."), outbound calls can be linked only to a default phone channel.

1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, depending on your telephony provider, and then select **Amazon Setup** or **Partner Telephony Setup**.
2. Under Configure Default Phone Channel, click **Edit**.
    
    ![Configure Default Phone Channel option](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/voice_default_phone.png)
3. By default, the default phone channel is named DefaultVoiceChannel. To rename it, enter a new channel name.
4. To set up default voice call routing regardless of the contact center, select a routing type for the default phone channel, and select a queue or Omni-Channel flow.
    
    ![Edit default phone channel and its routing window](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/voice_edit_default_channel.png)
5. Save your changes.