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            Map Your Salesforce Queues to Telephony Provider Queues

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            Map Your Salesforce Queues to Telephony Provider Queues

            To route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To map telephony provider queues to Salesforce queues: Customize Application or Salesforce Voice Contact Center Admin

            If you haven’t already done so, create queues in Salesforce and in your telephony system before proceeding with this step.

            1. In Setup, enter Contact Centers in the Quick Find box, then select Amazon Contact Centers or Partner Telephony Contact Centers, depending on your telephony provider.
            2. Click the contact center name for which you want to map queues.
              The contact centers appear in the right pane of the Amazon Contact Centers screen.
            3. Under Queue Mapping, click Add.
            4. Map the Salesforce queue to the telephony provider’s queue.
              The Salesforce Queue dropdown shows queues that support the VoiceCall object, use a routing configuration with the external routing model, and aren’t already mapped. Each Salesforce queue can be mapped to one external queue.
              The Tier 1 Voice Queue in Salesforce is mapped to the Tech Support Queue in Amazon Connect.
            5. Click Finish.
              The mapping appears under the Queue Mapping section in the contact center details page. To edit or delete a mapping, click the dropdown to the right of the queue mapping and select Edit or Delete.
              The Edit and Remove options appear when you click the dropdown to the right of the queue mapping.

            See Also

             
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