Configure Telephony Vendor Settings When Using PSTN

If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number.

• Configure Inbound Call Transfers Using PSTN
  To illustrate how to configure inbound call transfers that happen via PSTN, this page describes how to accomplish these tasks using Amazon Connect.
• Configure Call Escalation When Using PSTN
  If the agent call is escalated, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including transferring the call to the appropriate rep.