Bring Your Own Carrier to Agentforce Contact Center

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.

• Considerations for Bring Your Own Carrier
  A list of technical and network requirements your carrier must meet for Bring Your Own Carrier trunks to interoperate reliably with Salesforce. Use it to configure signaling, encryption, and call-routing settings correctly from the start, so you can avoid dropped calls, failed connections, and misidentified tenants before they become support issues.
• 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, 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.
• Compliance
  Understand your compliance responsibilities when using Bring Your Own Carrier trunks with Salesforce. For Bring Your Own Carrier numbers, both attestation and emergency services setup are your carrier's responsibility—coordinate with them directly to ensure compliance.