Stand up the native Salesforce Voice channel in Agentforce Contact Center. Use when assigning AFCC permissions, claiming a phone number, configuring and activating the Voice channel, setting caller line identification, enabling recording/transcription, tuning the Voice routing configuration, and building the Voice Call record page.
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Stand up the native Salesforce Voice channel in Agentforce Contact Center. Use when assigning AFCC permissions, claiming a phone number, configuring and activating the Voice channel, setting caller line identification, enabling recording/transcription, tuning the Voice routing configuration, and building the Voice Call record page.
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AFCC Voice Channel Setup
Use This Skill When
You are configuring native Salesforce Voice (Native Telephony) in an SDO or customer org for the first time.
You need to claim a 10DLC number and wire it to an Omni-Channel queue.
You need the org to be "dial-ready" before adding Agentforce Voice or IVR.
You need to enable call recording/transcription and the After Conversation Work experience.
Prerequisites
SDO provisioned Feb 21, 2026 or later, on a NA/AMER instance.
Add: Agentforce Contact Center Admin (Salesforce Voice), Agentforce Contact Center Rep (Salesforce Voice), Agentforce Contact Center Supervisor (Salesforce Voice). (Often already in the "SERVICE - CCAAS PERMISSIONS" perm set group.)
Save (accept the community settings popup), then refresh the browser so Communication Channels options appear.
Claim a phone number
Setup > Communication Channels > New Number > Step 1: Country (US/CA) + Number Type (10-Digit Long Code) > Next.
Step 2: search an Area Code, select exactly one number > Next. Step 3: Review > Finish.
On the Numbers tab, refresh until Status = Live; if not Live, open the number and click Refresh Number Status. Save the number as a contact on your demo phone.
Configure the Voice channel
Communication Channels > New Channel > Start > select Voice > Next.
Select the claimed Phone Number; Call Routing Type = Omni-Queue (switch to Omni-Flow later for Agentforce Voice); Queue = General Voice > Next > Done. The channel appears under All Channels (activate later).
Set Caller Line Identification (outbound)
Numbers tab > open your number > Edit > check Set number as the default Caller Line Identification (CLI) for outgoing calls > Save > Confirm.
Enable call recording & transcription
Setup > Call Recording and Transcription > toggle both Active > Save.
Tune the Voice routing configuration
Setup > Omni-Channel > Routing Configurations > Edit next to Voice > Routing Model = Least Active (Most Available also OK) > Save.
Build the Voice Call record page
Temporary enabler: Setup > Partner Telephony Setup > toggle Turn on Voice with Partner Telephony (needed to access the Phone component).
Enable After Conversation Work: Setup > Presence Configurations > Edit SDO - Service Presence Configuration > enable After Conversation Work Time, set values > Save.
Object Manager > Voice Call > Lightning Record Pages > Voice Call - Default > Edit. Drag on After Conversation Work and any of: Enhanced Conversation, Phone, Call Recording Player, Highlights, Adjust NBA. (Empty preview is fine — no Voice Call records yet.) Save.
Activate the channel
Setup > Communication Channels > dropdown next to Voice > Edit > optionally rename > Save > Activate.
Checkpoint test
Associate your mobile number to a demo Contact (e.g., Lauren Bailey). Open Service - Console, accept the recording consent, allow mic access, set Omni-Channel to Phone - Available, and place a test call.
Guardrails
Only claim one number to avoid credit/routing confusion.
Activation is easy to forget and fails silently — verify the channel shows Active before testing.
If the call routes to a queue but never reaches you, confirm your user is a member of the queue (e.g., Default Queue Agentforce Contact Center / General Voice).
If it takes multiple calls to connect, deactivate Voice Call On Create automations (see sf-afcc-troubleshooting).
Add Voice Calls to the Service Console navigation for quick access during setup.
Deliverables
A live, activated native Voice channel bound to a claimed 10DLC number and the General Voice queue.
Recording/transcription enabled and a configured Voice Call - Default record page.
A validated inbound test call reaching an available rep.
Additional Resources
Next: sf-afcc-agentforce-voice-agent (add the AI voice agent), sf-afcc-ivr-flow, sf-afcc-command-center.
