Configure the Channel and Telephony Settings for PSTN

Create a channel that's used to manage inbound calls routed to the Agentforce agent. If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number. When needed, transfer the call to a human service rep.

• Procure a Phone Number to Transfer Calls Using PSTN
  To transfer calls to the Agentforce agent 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 with PSTN
  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 to the inbound Omni-Channel flow. When an incoming call is transferred using this number, Omni-Channel uses the Omni-Channel flow to transfer the call to the agent assigned to the channel.
• Configure Telephony Vendor Settings When Using PSTN
  If supported, configure your telephony system to create a VoiceCall record in Salesforce for every incoming call, and then transfer each call to the Agentforce agent using the procured phone number.
• Connect Related Voice Calls When Using PSTN
  When an incoming call is transferred to an Agentforce agent using PSTN, a separate voice call record is created in Salesforce for that leg of the call. As a result, you have two voice call records for this conversation with the customer. If you are a Salesforce Voice with Telephony Providers customer, to get a complete view of the entire conversation, connect the Initial and the Agent voice call records.
• Turn on Voice Call Recording When Using PSTN
  To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.