Set Up the Voice Connection

Learning Objectives

After completing this unit, you’ll be able to:

Describe what Agentforce Voice is.
Add a telephony connection to a service agent and adjust its voice settings.
Create inbound and outbound Omni-Channel flows to route voice calls.
Configure a channel for voice calls.

For Customers Who Call

Northern Trail Outfitters (NTO) now has its service agent’s messaging connection set up and working as expected. But plenty of customers still pick up the phone when they need assistance. Warren's next move is to set up the NTO service agent so that it can handle spoken conversations using Agentforce Voice.

What Is Agentforce Voice?

Agentforce Voice enables natural, voice-based conversational AI between customers and service agents. It features real-time transcription, AI recommendations, and seamless telephony integration. It works by converting speech to text, identifying caller intent, generating a response, and converting it back into audio for smooth interactions.

Agentforce Voice supports two main approaches for integrating voice capabilities into your telephony setup: Salesforce Voice (native telephony) and integration with partner telephony providers (through SIP, PSTN, and dynamic routing). To learn more about how Agentforce Voice works, see the Agentforce Voice Trailhead badge.

Warren’s Process for Voice Setup

NTO has a traditional telephony setup that uses the Public Switched Telephone Network (PSTN) protocol. Here’s the process that Warren will follow to set up the voice channel for his organization’s service agent.

Set up the voice connection for the service agent, and customize the agent’s voice persona.
Build the inbound and outbound Omni-Channel flows that route calls to and from the agent.
Configure the PSTN channel for the agent.

Together, these steps create a scalable voice experience that elevates customer support at NTO and allows the company to handle phone calls 24/7.

Add a Voice Connection

First, Warren navigates to Agentforce Studio to set up the voice connection for the service agent.

From the App Launcher, enter Agent, and then select the Agentforce Studio app.
On the Agents tab, click the name of the agent you want to edit.
On the Explorer panel, click + next to Connections. Then select Add Connection.
In the Add Connections window, select Telephony.
Click Add to Agent.

Now that Warren has enabled the NTO service agent for voice, he can customize the agent’s voice settings.

Customize the Persona for the Agent

When an AI agent speaks in a voice that reflects your brand and resonates with your audience, every interaction feels more natural, trustworthy, and human.

Choosing the right voice for the organization’s service agent will improve clarity, reduce caller frustration, and reinforce the experience Warren wants customers to have whenever they reach the NTO service center.

Let’s help Warren select and finetune the voice NTO’s agent uses to speak with customers.

In the Explorer panel, under Agent Definition Settings, select Voice Settings.
Under Basic, open the dropdown list of personas.
For each persona, review the description and parameters such as gender, primary language, style, age, and accent to understand what the voice offers, and select Play for a preview. This is the voice your customers will hear when they engage with the AI agent, so choose one that complements your brand.
Under Advanced, fine-tune the selected persona by adjusting speed, similarity, and stability so the agent sounds as natural, dynamic, or consistent as you need. You can slow the delivery or speed it up, make the voice more or less similar to the base style, and control how much variation or monotone delivery it uses.
Optionally define a pronunciation dictionary to specify exactly how the agent should say certain words or phrases.
Optionally add key terms to improve recognition of critical terms such as brand names or internal jargon. Use this setting sparingly and only if the voice-enabled agent does not recognize certain terms. Make sure to test and preview these settings before deploying to production.
When you’re satisfied with the agent’s voice, click Save, and then click Commit Version.
Activate the agent. You need to commit the version of the agent and activate before you can configure inbound routing.

Route Voice Calls with Omni-Channel Flows

Just like messaging, Agentforce Voice uses Omni-Channel flows to route calls:

An inbound flow sends an incoming call to the voice agent.
An outbound flow escalates the call to a service rep when needed.

Building these flows follows a pattern similar to the flows you saw in the previous unit. For the full voice-specific steps, see Configure Call Routing and Call Escalation in Salesforce Help. Once the flows exist, Warren connects them to the voice agent back in Agentforce Builder.

Configure the PSTN Voice Channel

The last step is the voice channel itself: the settings that tie your telephony provider and phone number to the agent. The exact configuration depends on whether NTO uses PSTN, SIP, or dynamic routing, so Warren follows these steps to configure a PSTN channel.

From Salesforce Setup, type Voice in the Quick Find box and select Agentforce Voice Setup.
1. The page opens with two tabs: PSTN and SIP / Dynamic Routing. Make sure you’re on the PSTN tab.
To procure a phone number for the voice channel, click New Number in the Voice Channels with Agents section of the page.
Select the country and number type and click Next.
Enter an area code to search for available numbers. When you’re done searching, select one of the numbers, then click Next, and then click Finish. The number is queued for provisioning, and you get a confirmation email when it's ready. If you don't see the number right away in the Phone Numbers tab, refresh the page.
To check the latest status, click the down arrow next to the number and select Refresh Status. The number is ready to use when its status is Live.
Click New Channel to create a channel to transfer calls to the agent using the new phone number.
Enter the name and developer name of the channel.
Select Phone number as the communication protocol, and choose the phone number for the channel. Only numbers with a Live status will appear in the dropdown, and each number can only be associated with one channel.
Under Call Routing, select the inbound Omni-Channel flow that routes calls to the AI agent.
Click Save to create the channel.
Click the channel name to open its details, and click Activate.

To verify everything is working, call the inbound phone number in your telephony system. If it's all wired correctly, the call will transfer to your Agentforce agent. When you're done setting up the channel, be sure to thoroughly test the agent to make sure its responses are accurate and reliable.

With voice connected, NTO’s service agent now meets customers on chat and on the phone. In the final unit, you test the whole thing end-to-end and move the agent safely to production.

时间估计

主题

需要帮助？

Agentforce 资源