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Understanding Routing for Salesforce Voice
When you deploy Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) , you can choose from multiple routing strategies to manage how calls are directed to reps. Understanding these options helps you select the best approach for your organization.
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. |
Salesforce supports three routing strategies for Salesforce Voice with Telephony Providers:
- Unified Routing: Omni-Channel is the routing engine for voice calls along with all your other service channels. Omni-Channel Unified Routing support varies based on telephony or CCaaS provider. Check with your provider whether they offer this feature.
- External Routing: Omni-Channel delegates routing to a telephony or CCaaS provider system for all work types (voice, messaging, cases). Reps still manage work in Omni-Channel, but the provider system matches work items with reps behind the scenes.
- Blended Routing: Omni-Channel and your telephony provider route work of different types. While Omni-Channel routes certain work types, your telephony or CCaaS provider routes voice calls. This hybrid approach is sometimes called federated routing.
In Omni-Channel Unified routing, when a rep is required for a call, Omni-Channel identifies the destination for the voice call. Omni-Channel’s own routing engine then processes the routing request.
For external routing and blended routing, when a rep is required for a voice call, the telephony provider identifies the right rep and performs the actual routing. Reps still accept work assignments in Omni-Channel.
For detailed comparisons and guidance on choosing the right routing strategy, see the Knowledge Article Routing Guidance: Choosing the Right Strategy. Regardless of which strategy you choose, Omni-Channel can blend voice calls with work items from other Salesforce channels such as messaging, chat, or cases. This lets you build routing rules across all channels in one place.
Because Voice interfaces to the telephony solution, Omni-Channel provides reps and supervisors with an experience similar to that of a native Salesforce channel, regardless of the routing engine used. For reps, voice calls appear in the Omni-Channel component just like other channel work items. In Command Center for Service, supervisors oversee teams and workloads across channels, including voice. Reports and dashboards reflect work items across all contact center channels.
With Omni-Channel flows, you can do more than route work to the right reps. Flows centralize business rules across your channels and let you orchestrate next steps in the support process. For example, a flow can link contacts, route to a bot, suggest knowledge articles, or screen-pop related records to your reps.
