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            Create the Channel for Agentforce Voice

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
            1. From Setup, in the Quick Find box, enter Agentforce Voice, then select Agentforce Voice Setup.
            2. In the Voice Channels with Agents section of the Agentforce Voice Setup page, click New Channel.
              The New Channel page contains the channel settings.
            3. Enter the name and developer name of the channel.
            4. For PSTN, select Use a phone number and then select the phone number for the channel.
              Note
              Note Only phone numbers with a Live status appear in the dropdown. Each phone number can be associated with only one channel. Use a phone number procured from the Agentforce Voice Setup page. A number procured from the Communication Channels page won’t work.
            5. For SIP, select Use a SIP address and then enter the SIP address that routes incoming calls to the agent.
              Although the SIP address is not an actual phone number, the value must be in the E.164 phone number format. You must use this same SIP address in the To User key of the telephony provider’s inbound flow.
            6. Under Call Routing, select the Omni-Channel flow that routes inbound calls to the agent.
              You created this flow in Configure Inbound Call Transfers to the Voice-Enabled Agent. Don't select the escalation flow.
            7. Click Save.
              The Channels tab in the Agentforce Voice Setup page shows the channels that are added. A newly added channel can take a couple of minutes to appear in this tab.
              The Channels tab shows the channels created for Agentforce Voice.
            8. In the Channels tab, click the channel name.
              This page shows the channel details.
            9. If you aren’t a Salesforce Voice with Telephony Providers customer, edit the channel and enter the public key. If you don’t enter the public key, Omni-Channel will not route the calls to the voice-enabled agent.

              To learn how to generate a token, which includes a public key (contained within the certificate) and a private key, see Generate a Self-Signed Certificate with OpenSSL. The generated certificate must not be expired. For the token requirements, see the token UUI parameter description in Configure Inbound Call Transfers Using SIP.

            10. Click Activate.

            After you create an agent, configure calls to be transferred to the agent, and configure calls with an agent to be escalated to a rep, it’s time to activate your agent.

            Note
            Note If you call the procured phone number when the agent is deactivated, the agent doesn’t pick up the call. You just hear music.

            See Also

             
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