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            Route Voice Calls with Omni-Channel Unified Routing

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            Route Voice Calls with Omni-Channel Unified Routing

            Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system.

            View supported editions for Omni-Channel.
            View supported editions for Salesforce Voice.

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            Salesforce Help | Article