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            Disable Omni-Channel Unified Routing

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            Disable Omni-Channel Unified Routing

            Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            Available in: Salesforce Voice with Amazon Connect
            Available in: Salesforce Voice with Partner Telephony from Amazon Connect
            User Permissions Needed
            To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
            To create and manage a contact center: Salesforce Voice Contact Center Admin
            Note
            Note Skill-based routing for voice calls is available only with Omni-Channel Unified Routing.

            Disable Unified Routing in Salesforce

            Start the process of rolling back Unified Routing configuration in Salesforce.

            1. To edit the routing configuration you used for Omni-Channel Unified Routing, from Setup, in the Quick Find box, enter Routing Configurations and select Routing Configurations. Set the Routing Model to External Routing.
            2. Return to the Quick Find box in Setup and enter Amazon Contact Centers. Select your contact center.
            3. Assign queues to routing profiles and routing profiles to users, as needed. This can be done by updating contact center groups in Salesforce and assigning to contact center users or by taking associated steps in Amazon Connect.
            4. In the Contact Center Details section, click Disable Unified Routing.

            Disable Unified Routing in Amazon Connect

            Finish rolling back Unified Routing configuration in Amazon Connect.

            1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click Telephony Provider Settings.
            2. In the navigation window, select Users and then select User management. Edit all users to disable Auto-acccept calls. To update multiple users at the same time, download, modify and upload users in a bulk process.
            3. In the navigation window, select Routing and then select Flows. Revert any changes to flows that you made to use Omni-Channel Unified Routing. Check that all your main flows and subflows don’t have a routing criteria block. Update the Set working queue blocks by agent or queue as needed.
            4. To support call transfers, update and add quick connects. In the navigation window, select Routing and then select Quick connects.
              1. To support transfers to Omni-Channel flows, edit the Quick Connect for Omni-Channel Flow Transfers quick connect to change the Flow to Sample SCV Transfer Flow For Omni-Channel Transfers.
              2. To transfer to users or queues, create quick connects.
              3. Add your quick connects to corresponding queues under the Quick connect section.
            5. In the navigation window, select Channels and then select Phone numbers. Confirm that your phone numbers are associated with Amazon Connect flows that aren’t specific to Omni-Channel Unified Routing.
            6. Leave the predefined attribute you created for Unified Routing. It doesn’t apply to other types of routing, so you don’t have to delete it.
             
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