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Route Calls Directly to a Rep with Unified Routing
Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives.
This article applies to:
- Service Cloud Voice with Partner Telephony
Route Calls Directly to a Rep with an Assigned Number
Route voice calls directly to and from a rep with Omni-Channel Unified Routing. This setup covers more basic routing and use cases where reps need their own number for direct inbound and outbound calls.
Before you begin:
- Configure Unified Routing for a contact center.
- Add all users to a Salesforce queue for the contact center and to a global contact center group.
- You don’t need to claim a phone number for your contact center. You will claim numbers for each rep during a later step.
- Prepare to route to reps.
- Set up rep statuses and capacity.
- Create service resources for reps.
- Add reps to the contact center.
- Map Salesforce users to telephony provider users.
Set up a phone number for each rep for inbound and outbound calls.
Route Calls Directly to a Rep with an Omni-Channel Flow
Route voice calls directly to a rep with an Omni-Channel flow and Unified Routing with Omni-Channel. This setup is best for use cases that require more advanced routing logic and a single phone number for incoming calls.
Before you begin:
- Configure Unified Routing for a contact center.
Add all users to a Salesforce queue for the contact center and to a global contact center group.
- Prepare to route to reps.
- Set up rep statuses and capacity.
- Create service resources for reps.
- Add reps to the contact center.
- Map Salesforce users to telephony provider users.
- Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce
Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup.
