---
schema_version: "1"
id: c382f438fee4b1dd675c9ef2d0629e92d4c78e9511acb47b0534445cd218a493
title: Add Flexibility to Unified Routing Transfers by Routing Calls to a Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_voice_omni_routing_transfer_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_transfer_flow.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fe5595f588e720358e027082724e7ddbf35ff191a51a13069fc0a8c4f3e4a40b
description: Simplify the decision process for your reps by configuring voice call transfers with Omni-Channel Flows. This Omni-Channel Unified Routing enhancement unlocks more dynamic routing capabilities, allowing you to use complex business logic and skill-based criteria within a flow to determine the next transfer target.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Add Flexibility to Unified Routing Transfers by Routing Calls to a Flow

Simplify the decision process for your reps by configuring voice call transfers with Omni-Channel Flows. This Omni-Channel Unified Routing enhancement unlocks more dynamic routing capabilities, allowing you to use complex business logic and skill-based criteria within a flow to determine the next transfer target.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&type=5&language=en_US).

- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect

Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. [View supported editions](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US).

#### See Also

- [_Salesforce Help:_ Transfer Voice Calls with Omni-Channel Unified Routing (can be outdated or unavailable during release preview)](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer.htm&language=en_US)
- [_Service Cloud Voice Implementation Guide | Telephony Integration API:_ Route a Voice Call](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_route_call.htm)
- [_Service Cloud Voice Implementation Guide:_ InvokeTelephonyIntegrationApiFunction Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_invoketelephonyintegration.htm)