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Unified Routing for Voice Calls
Set up unified routing for voice calls.
This article applies to:
- Service Cloud Voice with Partner Telephony
After configuring unified routing, set up call routing as described in Route to a Queue, and Route Calls to a Queue. For routing configurations, the routing model must be Least Active or Most Available. The Routing Model must not be external. You must route to a queue with Least Active or Most Available routing configuration.
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Prepare to route to agents.
- Set up rep statuses and capacity.
- Create service resources for reps.
- Add reps to the contact center.
- Map Salesforce users to telephony provider users.
- From Setup, enter and select Omni-Channel Settings. Enable Enable Skills-Based and Direct-to-Agent Routing.
- Follow the steps to create an Omni-Channel Flow.
- Drag the Route Work action onto the canvas.
- Give the action a label and an API Name and, optionally, a description.
- Under Set Input Values | Record ID, create and select a recordId variable.
- Under Route To, select Agent.
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Under Agent, select either of these options.
- Select Agent: Specify the rep to route the work item to.
- Use Variable: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record.
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Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the
Required Agent checkbox. Then, specify the backup queue to route the work item to.
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