Assign an Omni-Channel Flow to a Phone Channel

Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.

1. From Setup in the Quick Find box, enter Voice, and then select Amazon Contact Centers or Partner Telephony Contact Centers, depending on your telephony system.
2. Click the contact center.
3. Under Contact Center Channels, click Add to add a phone channel. You can also edit an existing channel.
   
4. Enter the channel properties.

   Property	Description
   Channel Name	The name of the phone channel.
   Phone Number	The phone number that customers call to contact you on this channel.
   Routing Type	To route calls to a queue, select Queue, and then select the queue. To dynamically route calls using an Omni-Channel flow, select Omni-Channel Flow, and then select the flow and fallback queue. If the flow fails to route the call, the call is routed to the fallback queue. To not specify a routing method for the contact center channel, select None. You might also choose this option to route calls using the Execuite OmniFlow API. If no routing instructions are provided, the calls to this channel fail.

   
5. Click Save.