Limitations of Unified Routing for Partner Telephony

Consider the limitations when you set up and use unified routing for partner telephony.

This article applies to Service Cloud Voice with Partner Telephony.

• Unified Routing supports only inbound and outbound calls, and call transfers.
• Unified Routing doesn’t support deskphones, voicemail, or callbacks.
• Using external routing and Unified Routing with Omni-Channel in the same contact center is not supported.
• If a rep declines a work item or if the work item times out, the work is returned to the queue. That work won't be rerouted to the same rep unless they log out of Omni-Channel and log back in.
• A race condition exists where an inbound call can be routed to a rep who is on a connected outbound call that hasn't been assigned AgentWork yet. If the rep accepts the new inbound call, the telephony provider will reject it. Admins must configure Omni-Channel to reflect the rep’s status accurately in these scenarios to prevent call disconnections.
• When a rep accepts an inbound call, the UserId and SourceType fields on a Voice Call object aren’t populated if Omni-Channel Unified Routing is enabled.
• Transfer to rep doesn't include a decline option for the receiving rep, even if it is configured in the presence configuration.
• The transfer destination list shows a maximum of only 2,000 agents and 2,000 queues.
• Transfer to an Omni-Channel flow isn't supported.
• Unified Routing for Partner Telephony isn’t supported in Standard Omni-Channel.