Agentforce Voice | 语音代理：从构建到呼入路由（练习操作步骤）

本文是《Agentforce Voice | 语音代理：从构建到呼入路由》的练习操作步骤。阅读原文请见：Agentforce Voice | 语音代理：从构建到呼入路由。

1. Create an Agentforce Voice Agent

1. From the App Launcher, enter Agent and select Agentforce Studio.
2. On the Agents tab, select New Agent.
3. Select the Agentforce Service Agent template and select/create an Agent's User Record.
4. Enter the name Inbound Voice Service Agent, then Let's Go.
5. In Settings → Agent Details, enter the provided description.
6. In Settings → System, enter the provided Agent level instructions.
7. Under Language Settings, set a voice-supported default language.
8. Review and customize subagents/actions, then Save.

2. Add a Telephony Connection

1. In the Explorer panel, under Connections, select Add Connection.
2. Select Telephony, then Add to Agent.

3. Customize the Persona

1. Under Agent Definition Settings, select Voice Settings.
2. Under Basic, select a persona from the dropdown (review and Play to preview).
3. Under Advanced, fine-tune speed, similarity, and stability (and define a pronunciation dictionary if needed).
4. Click Save, then Commit Version.
5. Activate the agent.

4. Create an Omni-Channel Flow

1. Select the gear icon, then Setup.
2. Search for and select Flows, then New Flow.
3. Select Omni-Channel Flow.
4. Select the toolbox icon → New Resource:
   • Resource Type Variable, API Name recordId, Data Type Text, Available for input Selected, then Done.
5. Select the + icon and add the Route Work component:
   • Label Inbound Voice Routing Flow, API Name Inbound_Voice_Routing_Flow.
   • How Many Work Records to Route: Single.
   • Record ID Variable: recordID.
   • Service Channel: Phone.
   • Route to: Agentforce Service Agent → Inbound Voice Service Agent.
   • Fallback Queue: Queue → Default Queue Salesforce.
6. Set Flow Label Voice Call Handling Flow, API Name Voice_Call_Handling_Flow.
7. Click Save, then Activate.

5. Connect the Flow to the Voice Channel

1. From Setup, search for and select Communication Channels.
2. Open your voice channel from the All Channels tab.
3. Select Edit in the Omni-Channel Routing section.
4. In the Flow Definition field, search for and select the flow you created.
5. Add a Fallback Queue, then Save.