Connect a Service Agent to Partner Telephony in the Legacy Builder
Route voice conversations to your Agentforce Service agents. Learn how to create a telephony connection to your partner telephony system, configure voice mode settings, and route calls to your agent.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons. |
Watch this video for a demonstration of how to route voice conversations to an Agentforce Service agent.
This flow chart summarizes the setup steps.
Roles of Agentforce Voice and Salesforce Voice with Telephony Providers
Agentforce Voice is the conversational AI capability built into Agentforce. Agentforce Voice processes voice interactions, understanding the customer intent and generating spoken responses.
Salesforce Voice with Telephony Providers integrates third-party telephony systems, such as Amazon Connect, Genesys, and CCaaS systems, with Salesforce. To use Agentforce Voice, at minimum, Voice with Telephony Providers must be turned on–a complete setup isn’t required. For example, if you are using CCaaS, you just need to turn on Voice with Telephony Providers. Although, with a complete Voice with Telephony Providers setup, Agentforce Voice integrates seamlessly into your contact center, making it easy to handle scenarios such as agent escalation and context passing.
Agentforce Voice and Voice with Telephony Providers work together to transform your contact center from traditional, static telephony into an intelligent, conversational experience. Agentforce Voice and Voice with Telephony Providers let you provide 24/7 support with built-in agent transfer and escalation capabilities when your customers need them.
- Complete the Prerequisites
Before you connect an agent to your partner telephony system, complete these prerequisites. - Launch Agentforce Voice Setup
Agentforce Voice Setup walks you through the entire setup process. - Choose Your Communication Protocol
You can set up Agentforce Voice with the PSTN or SIP communication protocol. The steps vary based on the protocol. - Create a Voice-Enabled Agent
Create a voice-enabled agent that you can use in your telephony solution. - Add a Telephony Connection
Add a new Telephony connection to your agent. - Select the Voice For Your Agent
Select a voice that you want your agent to use when talking to your customers. Consider the type of voice that is most suitable for your agent’s job or purpose. - Configure Call Routing and Call Escalation for the Agent
Configure an Omni-Channel flow to transfer inbound calls to the voice-enabled agent. Create an escalation Omni-Channel flow to disconnect the agent and, if supported by your telephony or CCaaS system, transfer the call to a rep. Add the activated escalation flow to the agent. - (For PSTN Only) Procure a Phone Number for the Channel
To transfer calls to the Agentforce agent by using PSTN, first procure a phone number. Later, you associate this phone number with the channel that’s used to transfer calls to the agent. - Create the Channel for Agentforce Voice
Create a Messaging channel for incoming calls that need to be transferred to the Agentforce agent. In the channel, map the procured PSTN phone number or SIP address to the inbound Omni-Channel flow. When an incoming call is transferred using this number or address, Omni-Channel uses the Omni-Channel flow to transfer the call to the agent assigned to the channel. - Configure Telephony Vendor Settings for Call Routing and Escalation
If supported, configure your telephony system to create the initial VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number or SIP address. If the call needs to be escalated to a human, transfer the call to a service rep. - Connecting Related Voice Calls
When an incoming call is transferred to an Agentforce agent or a human service rep, a separate voice call record can be created in Salesforce for that leg of the call. As a result, you might have multiple voice call records for conversation with a customer. To provide a single, comprehensive view and preserve the call context, connect these related voice call records. This connection enables more informed decisions, such as escalating the call to the appropriate rep based on all gathered information. - Record Voice Calls with Agents
To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.
