Stories tagged telephony

Before modifying any code, administrators must verify that Agentforce Voice is active in the organization. Once enabled, adding voice capability follows a straightforward two-part workflow that keeps the core agent logic intact while routing conversations through a telephony channel.

Developers need to insert three specific configuration blocks into their Agent Script files. These blocks define the supported language, establish the telephony connection, and select the outbound voice model along with its persona. The nested settings ensure the correct speech synthesis engine handles both incoming audio transcription and outgoing responses.

Because listeners cannot reread text, the system prompts require careful rewriting. Replies must be concise, free of markdown or raw code snippets, and formatted so symbols are spoken as words. The guide emphasizes training the agent to silently correct common speech-to-text errors, such as mishearing technical terms, before providing a final response.

The video provides a guided tour of the initial configuration steps for Agentforce Voice. It begins by navigating the voice settings interface where administrators can select from available stock voices and adjust performance parameters such as speed, similarity, stability, and pronunciation.

Next, the walkthrough covers the integration requirements for communication channels. It explains how to configure enhanced chat and microphone capabilities, set up telephony and SMS routing, assign phone numbers, and connect the system to Omni-Channel flows for proper call distribution.

The final segment demonstrates the activation process for an Agentforce service agent. Once enabled, the video shows a live customer conversation regarding a power adapter, illustrating how the voice agent processes the inquiry and automatically generates a new case record in the system.