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            Create a Default Phone Channel

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            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:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Delegated Contact Center Admin
            To create and manage a contact center:

            Contact Center Admin

            OR

            Delegated Contact Center Admin
            To view the Partner Telephony Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Delegated Contact Center Admin
            To create and manage a contact center:

            Contact Center Admin (Partner Telephony)

            OR

            Delegated Contact Center Admin

            Before you create a phone channel:

            Unless you set up your contact center to route calls directly to and from reps, 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
            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
            5. Save your changes.
             
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