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.
Instalación
Instalar con Codex o Claude Copia este prompt, pégalo en Codex, Claude u otro asistente, y deja que revise la página de la skill y la instale por ti.
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.
disable-model-invocation
true
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.
