Routing Work When the Omni-Channel Routing Service Is Unavailable
If the Omni-Channel routing service becomes unavailable and fails to route work to
support reps, you have options to address this situation. You can wait for Salesforce to resolve
the issue or implement a temporary solution.
To get started and determine whether one of these temporary solutions can work for you, log a
case with Salesforce Customer Support.
Wait until the issue is resolved. When you log a case, Salesforce Customer Support informs
you when the routing service is available.
Use Omni-Channel Fallback Mode to continue routing work with an External Routing model,
such as voice calls. Fallback Mode provides limited support for Enhanced Omni-Channel
only.
Downgrade Enhanced Omni-Channel to Standard Omni-Channel to route work. Because these
versions of Omni-Channel run independently, it’s possible that one works when the other
doesn’t.
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