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Set Up Salesforce Voice
Get up and running with Salesforce Voice in Agentforce Contact Center.
Required Editions
- Considerations
Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice). - Assign Permission Sets for Agentforce Contact Center
Use permission sets to control access to your Agentforce Contact Center. - Provision a New Phone Number in Salesforce Voice
Claim a number to make and receive calls from the Agentforce Contact Center. - Port a Voice Number
Transfer existing US and Canadian long code or toll-free numbers to seamlessly manage your voice and SMS communications. Submit a formal port-in request with the required authorization documents to initiate the transfer process. Track the status of your numbers through automated notifications, from initial submission to final activation. - Create a PSTN Voice Channel in Salesforce Voice
Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number. - Set Number as Default Caller Line Identifier
Set a 10-digit long code number that supports outbound calling as your default Caller Line Identification (CLI) number. You can't use a toll-free number as your default CLI number. The CLI number must be associated with a voice channel. - Manage Voice Channel Details in Salesforce Voice
Update your call and routing settings at any time. - Create an SMS Channel in Agentforce Contact Center
Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number. - Connect to WhatsApp Voice
Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp. - Add AI Agents to your Agentforce Contact Center
Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center. - Add IVR to Your Omni-Channel Flow in Agentforce Contact Center
Manage the high volume of inbound calls and automate responses to repetitive inquiries with Interactive Voice Response (IVR). IVR lets your callers use self-service options for simple tasks like making appointments, checking balances, or resetting passwords. - Manage Media in Agentforce Contact Center
Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage. - Enable Recording and Transcription
Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions. - Configure Recording and Transcription Behavior in a Flow
Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs. - Manage a Recording
Download or delete a call recording. - Get E911 Compliant
Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction.
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