Support Agentforce Voice with SIP

When transmitting voice calls to Agentforce agents, customers can select from two types of communication protocols: Public Switched Telephone Network (PSTN) or Session Initiation Protocol (SIP). You must become a verified Agentforce Voice with SIP partner to fully support customers who want to implement and use Agentforce Voice with SIP protocol.

The flowchart represents a high-level flow of the Agentforce Voice with SIP setup process for the Contact Center as a Service (CCaaS) partner. The process starts when you contact your Salesforce team with a request to support Agentforce Voice with SIP, and ends when the Salesforce team endorses you as a verified Agentforce Voice with SIP partner.

Flowchart representing the steps that CCaaS partners perform to become Agentforce Voice with SIP partners.

If you’re a verified Agentforce Voice with SIP partner, your customers can start setting up Agentforce Voice with SIP by referring to the Create a Voice-Enabled Service Agent in the Legacy Builder Help page to get started.

If you’re not an Agentforce Voice with SIP partner, perform the steps in this document to obtain verification.

Review and complete the SIP support and header requirements before you begin the Agentforce Voice with SIP verification process.

To ensure a successful SIP integration, verify that you meet the support requirements.

Understand the connectivity standards required to establish a SIP Trunk.

  • SIP over TLS (mTLS isn’t supported)
  • Media over SRTP
  • Static signaling and media IP addresses
  • Codec Supported: G.711 PCMU
  • SIP INVITE header fields (SIP REFER isn’t supported. For call ending, SIP BYE is used to terminate an existing SIP session.)

Perform the verification steps to ensure your environment is prepared.

  • Verify that real-time communication systems are set up to support the SIP standard.
  • Verify that user-to-user information (UUI) headers with Hex encoding is supported.
  • Verify that you have the full public address range by regions for allowlisting.

Provide your partner name and the customer's data center location. The customer's data center location represents the geographical location of the customer’s data center.

  • Partner name (For example, Genesys):
  • Customer data center location (For example, London):

Gather the values for the UUI and SIP header fields.

The UUI headers support call transfers into the Omni-Channel inbound flow. The SIP headers represent the phone numbers that are used to make calls when performing SIP connectivity verification tests.

You’ll use the header fields to perform basic SIP connectivity and end-to-end verification tests during this setup process. The header fields can also be used as an example for your customers to reference when they implement Agentforce Voice with SIP.

Refer to the Configure Telephony Vendor Settings for Call Routing and Escalation Help page for the list of UUI and SIP header fields.

Complete the SIP Signaling Configuration Form to collect the information Salesforce requires start the SIP integration process.

  1. Make a copy of the SIP Signaling Configuration Form document and complete it.

  2. Send the completed document to your Salesforce team, who then submits a request to the development team to integrate you as an Agentforce Voice with SIP partner.

  3. Wait for your Salesforce team to confirm that the integration has completed so that you can move on to the next step to perform connectivity tests.

After your Salesforce team confirms that the integration has completed, perform basic SIP connectivity and end-to-end verification tests.

Connectivity Test

  1. Use the UUI header (in Hex code) to initiate a test call to the Salesforce Session Border Controller (SBC).

  2. After you initiate the call, listen for the ECHO to confirm that connectivity is successful.

  3. Perform basic call tests and verify the SIP traces at both ends to verify that signaling works as expected.

    The sample SIP INVITE message is used to initiate a user-to-user call.

  4. Repeat the steps for each mapped region you support.

End-To-End Testing

  1. Configure a Salesforce org with partner telephony fully set up.
  2. Set up Agentforce Voice with SIP. Refer to the Create a Voice-Enabled Service Agent in the Legacy Builder Help page for steps.
  3. Perform an inbound call that enters your system.
  4. Transfer the call out to Salesforce via SIP.
  5. When the call connects to the Agentforce Voice agent, perform an escalation.
  6. Return the call back to your partner telephony system and route the call to the human rep inside Salesforce via Salesforce Voice.

After you’ve thoroughly tested the connection, wait for Salesforce to notify you that you’re endorsed as a supported Agentforce Voice with SIP partner.

Congratulations. As a verified Agentforce Voice with SIP partner, you can work with your customers to implement Agentforce Voice with SIP in their orgs. Your customers can refer to the Create a Voice-Enabled Service Agent in the Legacy Builder Help page to get started with Agentforce Voice.