---
schema_version: "1"
id: 3a2dc870c4dce7a0d06a19f1420043b66a0d848b2321c6a131ada1e19543523d
title: Configure Call Escalation When Using Dynamic Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/telephony_configure_call_escalation_dynamic_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation_dynamic_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f32a3fc6017fddfe7ca5d6037bde6a825ec52012d020c2f26eedccb164853102
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# 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](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation.htm&release=264.0.0&type=5 "If the agent call is escalated, the agent is disconnected and the telephony system resumes the call. If supported, configure the telephony system to handle the escalated call, including transferring the call to the appropriate rep.") and [Configure Call Escalation When Using SIP](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_call_escalation_sip.htm&release=264.0.0&type=5 "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 illustrate how this works with SIP, this topic describes how to accomplish this task using Salesforce Voice with Partner Telephony from Genesys. Specifically, configure the Genesys inbound flow to resume the call where it left off, which is after the original call is transferred to the agent, and route it to a service rep."). This process doesn't vary based on communication protocol.