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            Configure Call Escalation When Using Dynamic Routing

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            Configure Call Escalation When Using Dynamic Routing

            If the agent call is escalated to a rep, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including resuming the call when it's escalated and transferring the call to the appropriate rep.

            To see examples of how to configure call escalation, see Configure Call Escalation When Using PSTN and Configure Call Escalation When Using SIP. This process doesn't vary based on communication protocol.

             
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            Salesforce Help | Article