Loading
Prepare for Email to Become the Default Login ExperienceRead More
Agentforce Contact Center
Set Up a Trunk

You are here:

  1. Salesforce Help
  2. Docs
  3. Agentforce Contact Center

Set Up a Trunk

Define how calls flow between your carrier and Salesforce by setting up a trunk. The trunk connects your voice carrier to Salesforce through a Session Initiation Protocol (SIP) trunk, enabling seamless inbound and outbound calls in your contact center. Each trunk configuration securely stores the essential configuration—trunk details, authentication credentials, and routing endpoints—that defines exactly how calls flow between your carrier and Salesforce.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.

Choose between a managed trunk that offers fully managed voice integration with pre-selected carriers where Salesforce handles the SIP trunk configuration on your behalf, or a custom trunk that gives you complete flexibility to configure your own provider with full control over trunk details, authentication, and routing settings.

Considerations

When setting up trunks, keep these details in mind.

  • The Media Region determines where media (audio) is processed. Selecting a region close to your carrier reduces latency and improves call quality.
  • SIP ACL IP Addresses act as an allowlist. Only traffic originating from these IPs is accepted by Salesforce for this provider.
  • Configure multiple SIP termination endpoints for outbound redundancy and to distribute call loads.
  • Custom Headers are included in the SIP INVITE for outbound calls. Use them to pass the metadata that your carrier needs for routing, billing, or identification.
  • If your carrier requires mutual identity verification, make sure you enable inbound and outbound authentication. Both of these use SIP digest authentication (RFC 3261).
  • For a managed trunk with Bandwidth, Salesforce manages the trunk configuration and you only need to complete the carrier-side setup using your Salesforce Org ID.
  • The Inbound SIP Address (sip.salesforce.com) is system-generated and cannot be changed. Configure this endpoint in your carrier's routing settings to send inbound calls to Salesforce.
  • Create a Managed Trunk
    A trunk represents the connection between your telephony carrier and Agentforce Contact Center infrastructure. Let Salesforce handle the trunk configuration so that you can get started quickly.
  • Create a Custom Trunk
    Set up your voice connection exactly the way you want it, with complete control over trunk configuration, inbound routing, and outbound termination settings.
  • View Trunk Details
    See and edit trunk information.
 
Loading
Salesforce Help | Article