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            Customize Call Routing

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            Customize Call Routing

            By default, calls are routed to the default Voice Call queue, SCV Basic Queue, using the default routing configuration, Default for Voice. You can customize this behavior such that Omni-Channel routes calls to different queues or to specific reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route calls. To set up reps with their own number for direct inbound and outbound calls, assign each rep in your contact center a direct inward dialing (DID) phone number. Finally, to use Salesforce to handle voice call routing alongside other channels, set up Unified Routing with Omni-Channel.

            Required Editions

            Unless otherwise stated, these articles apply to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            • Understanding Routing for Service Cloud Voice
              When you deploy Service Cloud Voice with your telephony solution, you can choose from multiple routing strategies to manage how calls are directed to reps. Understanding these options helps you select the best approach for your organization.
            • Route Calls to Queues
              Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.
            • Route Calls with Omni-Channel Flows
              Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels.
            • Route Calls Directly to and from Reps
              Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Service Cloud Voice. For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.
            • Route Calls with Omni-Channel Unified Routing
              Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.
             
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