Loading
Salesforce now sends email only from verified domains. Read More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Route Calls to Queues

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Route Calls to Queues

            Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.

            Required Editions

            View supported editions.
            User Permissions Needed
            To create or change queues:

            Customize Application

            AND

            Manage Public List Views
            To view channels: View Setup and Configuration
            1. Set Up Queue-Based Routing for Calls
              Set up queue-based routing to route calls to a queue.
            2. Set Up Queues for Calls
              Create queues to route calls and voicemails to.
            3. Add a Queue in the Contact Center
              Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.
            4. 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.
            5. Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups
              If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.
             
            Loading
            Salesforce Help | Article