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Bring Your Own Carrier to Agentforce Contact Center

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Bring Your Own Carrier to Agentforce Contact Center

Bring your existing carrier relationships into Agentforce Contact Center (AFCC), preserving the commercial terms, SLAs, and regional coverage you've already negotiated. That flexibility extends to your phone numbers too - the numbers your customers have saved, printed on product boxes, and embedded in marketing collateral worldwide stay exactly where they are. Bring Your Own Carrier gives you the best of both worlds – the AI-first capabilities of Agentforce Contact Center, paired with the freedom to work with the voice provider you already know and trust.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.

Compliance

If you're making outbound calls through your Bring Your Own Carrier trunk, here's what you need to know: Salesforce doesn't handle STIR/SHAKEN attestation for those calls—that's your carrier's responsibility.

Note
Note

Calls from Salesforce-managed numbers automatically get Full Attestation (A). But if you're using Bring Your Own Carrier numbers, your attestation level depends on what your carrier assigns. We recommend reaching out to your carrier to make sure your outbound calls are getting the highest attestation level they can provide.

Emergency Services for Bring Your Own Carrier Numbers

Salesforce routes emergency calls that come from Bring Your Own Carrier trunks but for the number to work properly in the Salesforce system you need to work with your carrier for some additional setup. Getting the call routed correctly, providing accurate location information, and making sure it reaches the right emergency dispatcher (PSAP) is your carrier's responsibility.

If you're switching from Salesforce-managed numbers to Bring Your Own Carrier numbers, any emergency services setup you had in AFCC (including RedSky integration) doesn't carry over to your Bring Your Own Carrier carrier. You'll need to contact your carrier directly and give them the exact physical address where each phone number is being used. This is really important—without accurate location info, emergency responders might not be able to find you in an emergency.

  • 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.
  • 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.
  • Manage External Number Details
    View and edit your number settings at any time.
  • Media Region Coverage
    When you configure a trunk, select the Salesforce Media Region. The media region you choose determines which Salesforce Voice Point of Presence (VPOP) your trunk uses. A VPOP is basically the gateway where your call signals and audio pass through Salesforce's network. Select the media region closest to your carrier's infrastructure to reduce delay and improve call quality.
 
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