Add Contact Center Channels to Enable Routing

Create a phone channel to let customers configure call routing for voice calls and to determine when to create an End User record. After creating a phone channel, you can set up a caller ID tool to create or reuse an End User record. You can also choose whether to associate the End User record with the number dialed.

Contact center channels can be added from the contact center details page. From Setup, enter Partner Telephony in the Quick Find box, then select Partner Telephony Contact Centers. Select your contact center and then scroll to the Contact Center Channels section. Click Add.

Partners can automate the phone number selection by providing the phone number list through an Apex implementation. Otherwise, the phone input box displays a text box where the rep can manually enter the phone number.

Partners can turn on the capability CapabilitiesSupportsPartnerPhoneNumbers in ConversationVendorInfo and implement the service_cloud_voice.PhoneNumberProvider interface in their Apex class as shown in the following code sample.

PhoneNumberInfo contains phoneNumber, countryCode, and an identifier.