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            Customize Transfer Destinations for Reps with Omni-Channel Unified Routing

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            Customize Transfer Destinations for Reps with Omni-Channel Unified Routing

            Reduce long transfer destination lists when reps need to transfer a call quickly. Choose whether to show all profiles, queues, and flows or just show some. This feature is available for contact centers that use Omni-Channel Unified Routing to route voice calls.

            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 set up Presence Configuration: Customize Application

            For voice calls routed with Omni-Channel Unified Routing, admins can select Transfer Destinations settings for profiles, queues and Omni-Channel flows. If no settings are selected under Transfer Destinations, by default the transfer list shows all profiles, queues, and flows.

            Before you begin:

            • Configure Omni-Channel Unified Routing for a contact center.
            • Set up transfer for voice calls with Omni-Channel Unified Routing.
            1. In Setup, enter Presence Configurations and select Presence Configurations.
            2. Locate the presence configuration that you’d like to customize, and click Edit.
            3. Go to the Transfer Destinations section.
            4. To offer all profiles, queues, and flows to your service reps, select Select all profiles, Select all queues, and Select all flows.
            5. To make only some transfer destinations available to service reps, highlight the profile, queue, or flow in the Available box, then click Add to move it to the Selected box.
            6. Save your changes.

            See Also

             
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