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service-agentforce-contact-center-coordinate

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Coordinates end-to-end setup of an Agentforce Contact Center voice channel: gathers country and phone-number-type selections, procures a chosen number, resolves its CommunicationChannelLine, verifies the number is live, and creates an active PstnVoice MessagingChannel. The user picks the routing model: Omni Queue (route to the contact center queue) or Omni Flow (route to an Agentforce agent, creating or reusing the agent plus its routing flows). Use when the user asks to set up an Agentforce Contact Center, provision a contact center phone number and voice channel together, or put an Agentforce agent on native voice. TRIGGER when the user says set up agentforce contact center, configure contact center voice, or create a voice channel with omni flow and an agentforce agent. DO NOT TRIGGER when only wiring an existing channel to an existing agent with no number to procure, or creating a non-voice messaging channel.

skills/service-agentforce-contact-center-coordinate/SKILL.md

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Nov 6, 2026
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# service-agentforce-contact-center-coordinate: Set up an Agentforce Contact Center voice channel

Coordinates the full path from an authenticated org to a live inbound voice channel: procure a phone number, confirm it is provisioned, and create an active `PstnVoice` `MessagingChannel`. The user picks the **routing model** — **Omni Queue** (route calls straight to the Agentforce Contact Center queue) or **Omni Flow** (route to an Agentforce agent via an inbound routing flow, with the queue as fallback). The Omni Queue path only orchestrates the Number Management and MessagingChannel REST APIs. The Omni Flow path can additionally author/publish/activate an Agentforce agent and deploy its inbound (`Copilot`) and escalation (`QueueBased`) `RoutingFlow` flows before wiring the channel.

## Scope

- **In scope**: fetching available numbers, procuring a number, resolving its `CommunicationChannelLine`, verifying/reconciling live status, choosing the routing model, creating and activating a `PstnVoice` `MessagingChannel` (queue- or flow-routed), and — for the Omni Flow path — authoring/publishing/activating an Agentforce agent and deploying its inbound and escalation `RoutingFlow` flows. Ends with a setup summary.
- **Out of scope**: authenticating or provisioning the org (the target org must already be authenticated), enabling the Agentforce/Einstein Service Agent toggle (an org preference the operator flips — see `references/agentforce-prerequisite.md`), outbound/voice-tuning or wiring a *pre-existing* channel to an agent, and creating non-voice channels.

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## Prerequisites

- **Authenticated org** — required for every path (this skill never runs an interactive login).
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