Dynamic Routing in a Partner Contact Center

Note Dynamic Routing is available only to partner telephony customers. Dynamic Routing isn't supported for Salesforce Voice (Native Voice) customers.

Here's how it works.

1. A customer calls your partner contact center's inbound phone number.
2. When the incoming call arrives, your partner contact center calls the reserveRoutableNumber Salesforce Telephony API, passing in the required input parameters, including the country and the virtual number that you assigned to the Messaging channel. The virtual number isn't an actual phone number. Instead, it acts like a routing key.
3. Salesforce uses that virtual number to identify the appropriate channel configuration and returns a dynamic routing number for the call session.
4. Your partner contact center transfers the call to the dynamic routing phone number.
5. Salesforce receives the transferred call, looks up context using the phone number, and routes the call to the Agentforce agent using the Omni-Channel flow that you mapped to the virtual number.
6. After the call ends, the dynamic routing number is released back to the number pool.