Set Up Omni Flow

Before enabling unified routing for a contact center, make sure that you set up an omni flow.

1. Verify that Omni-Channel is enabled.
2. Verify that you have a service channel for routing voice calls, or Create a Service Channel for routing voice calls.
3. In the Quick Find box in Setup, enter Routing Configurations. Define a Routing Configuration, or edit an existing routing configuration. Set Routing Model to Most Available or Least Active. The External Routing selection isn’t compatible with Unified Routing.
4. Return to the Quick Find box in Setup and enter Queues. Create a Salesforce queue with Voice Call as a Supported Object. Associate the queue with the routing configuration.
5. If contact center requires additional queues, create them.
6. In the contact center details page, under Contact Center Queues, add the queues you created to the contact center.
7. (Optional) Go to the Contact Center Groups section and add a new contact center group to the Routing Profile. Associate all queues from the contact center to this single group.
8. (Optional) Go to the Contact Center Users section and select the checkbox next to the users you want to relate to your new group. Click Assign to Group. Under Contact Center Group, select the group you made, and then click Save.
9. Go to the Contact Center Channels section, create a Contact Center Channel, and set the Call Routing Type to Queue. Select a queue you created in previous steps. This associates the phone number with the Queue routing type.