Configure the Channel and Telephony Settings for SIP

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 SIP address. When needed, transfer the call to a human service rep.

• Create the Channel for Agentforce Voice with SIP
  Create a Messaging channel for incoming calls that need to be transferred to the Agentforce agent. In the channel, map the SIP address to the inbound Omni-Channel flow. When an incoming call is transferred using this address, Omni-Channel uses the Omni-Channel flow to transfer the call to the agent assigned to the channel.
• Configure Telephony Vendor Settings When Using SIP
  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 SIP address.
• Connect Related Voice Calls When Using SIP
  If you’re a Salesforce Voice with Telephony Providers customer, Salesforce can create multiple voice call records for the same conversation. When an incoming call transfers to an Agentforce agent via SIP, Salesforce creates a separate voice call record for that leg of the call. As a result, you have two voice call records for this conversation. To view of the entire conversation with the customer, connect the Initial voice call record (VC1) and the Agent voice call record (VC2).
• Voice Call Recording and Transcription When Using SIP
  Salesforce doesn’t support voice call recording when using SIP. If your partner telephony system provides the recording, you can reference it. If the partner telephony doesn’t support call recording, then the recording isn’t available on the voice call record or in Agentforce Studio.