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Agentforce Contact Center
Add an External Number

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Add an External Number

Connect your existing contact center number with Agentforce Contact Center. Administrators can onboard and manage external carrier numbers right alongside native telephony numbers, providing a single, unified interface for your voice infrastructure.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To add an external number:

Agentforce Contact Center Admin (Salesforce Voice) permission sets.

Learn how to view permissions in this permission set.
  1. From Setup, use Quick Find to open Communications Channels.
  2. From the Channels section, click Add External Number.
  3. Select Bring Your Own Carrier.
  4. Review the information and click Next.
  5. Select a trunk to route your calls.
  6. In Add Numbers, select your country and enter the number. You don't need to add your country code with the number.
  7. Select the number type, call direction, and capabilities.
  8. To add another number, click the Plus icon to add more numbers. icon. You can add up to 10 numbers at one time.
  9. Provide your Consent & Acknowledgement.
  10. Click Submit.
  11. You can see your number in the Numbers tab with the origin as Bring Your Own Carrier.
  12. To use this number in Agentforce Contact Center:
    1. Set up a queue or a flow to route calls to your voice channel.
    2. Create a voice channel for your number.
    3. Set your number as the default caller line identifier.
 
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