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Determine the Claim Source of a PSTN Number for Salesforce Voice
Publish Date: Jun 22, 2026
Description
PSTN numbers can be claimed through either the Agentforce Voice Setup page or the Communication Channel Setup page.
This setup process determines the capabilities available on the number.
For example, Omni-Flow features such as Play Prompt, DTMF input collection, and other IVR-based flow actions are supported only for PSTN numbers claimed through the Communication Channel Setup page. In contrast, PSTN numbers claimed through the Agentforce Voice Setup page are used primarily to route calls directly to an Agentforce Voice Agent.
If you're unsure how a PSTN number in your organization was originally claimed, you can use the following steps to determine its source.
Resolution
Steps
- Navigate to Communication Channels
- Open the desired Voice Channel
- Click Edit
- In the Omni-Channel Routing section, select Omni-Flow as the Routing Type
- Review the available configuration options
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- If you see a Fallback Queue option, it indicates that the number was claimed through the Communication Channel Setup page
- If the Fallback Queue option is not available, it indicates that the number was claimed through the Agentforce Voice Setup page
- If you see a Fallback Queue option, it indicates that the number was claimed through the Communication Channel Setup page
Knowledge Article Number
005387486
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