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Service

Basic Routing

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Basic Routing

Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel.

Required Editions

View supported editions.

Route Chats to a Queue
To route chats, edit the chat button, and then specify the routing method and queue.
Route Calls to a Queue
To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel.
Route Messages to a Queue
To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel.

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