sf-afcc-voice-channel-setup

name	sf-afcc-voice-channel-setup
description	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.
• Licenses present: NativeNumber10DLCGroupA, InboundVoiceCredits, OutboundVoiceCredits, SalesforceVoice.

Core Workflow

1. Assign AFCC permission sets
   • Setup > Users > (your admin user) > Permission Set Assignments > Edit Assignments.
   • 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.
2. 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.
3. 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).
4. 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.
5. Enable call recording & transcription
   • Setup > Call Recording and Transcription > toggle both Active > Save.
6. Tune the Voice routing configuration
   • Setup > Omni-Channel > Routing Configurations > Edit next to Voice > Routing Model = Least Active (Most Available also OK) > Save.
7. 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.
8. Activate the channel
   • Setup > Communication Channels > dropdown next to Voice > Edit > optionally rename > Save > Activate.
9. 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.
• Troubleshooting: sf-afcc-troubleshooting. Orchestration: sf-afcc-build-orchestrator.