Service Cloud Voice and Your Telephony System

For instance, to route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime.

Because the components are mapped, changes to Salesforce components are also made to the corresponding telephony system components. For instance, when a rep changes their status in Salesforce, their status is also changed in the telephony system.