---
schema_version: "1"
id: b4216ade280fc6c3e60a810b5bf266a172af08cf237338ff3b0e7d1be976148b
title: Route Voicemails and Desk Phone Calls with Unified Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_voice_unifiedrouting_deskphn.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_unifiedrouting_deskphn.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0111cce9a4e92289369cdfdafbdd766c686c36630195a17198868f65fcab0002
description: Unified Routing now supports voicemails and desk phone calls. This feature reduces wait times, improves rep productivity, and provides an efficient Omni-Channel experience. You can use this feature only if your telephony provider supports it.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Route Voicemails and Desk Phone Calls with Unified Routing

Unified Routing now supports voicemails and desk phone calls. This feature reduces wait times, improves rep productivity, and provides an efficient Omni-Channel experience. You can use this feature only if your telephony provider supports it.

**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 Partner Telephony

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

- [_Service Cloud Voice with Partner Telephony Developer Guide:_ Unified Routing for Desk Phone (can be outdated or unavailable during release preview)](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_unifiedrouting_deskphone.htm)