---
schema_version: "1"
id: 773fdb515fcc5c6878380a86369f5230e4d6695792b053f96a667b3a1f6ef598
title: Manage External Routing Queues for a Partner Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/byoc_ccaas_partner_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_partner_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 92b7148a38fa33923e1d7136f1156bb37f7aa7e949284bcb0d95dd05bf29d26d
description: Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Manage External Routing Queues for a Partner Contact Center

Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
          <colgroup>
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              <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

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              <td class="slds-cell-wrap" style="vertical-align:top;">
                <a name="byoc_ccaas_partner_routing__d429e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_partner_routing__d429e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
                <strong>This article applies to:</strong>
              </td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">
                <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
                <strong>This article doesn’t apply to:</strong>
              </td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
                WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
                Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td>

            </tr>
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        </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d106999e99">User Permissions Needed</th>
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              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d106999e99 ">To map CCaaS provider queues to Salesforce queues:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d106999e99 ">Customize Application, Salesforce Voice Contact Center Admin, or Salesforce Voice Contact Center Admin (Partner
                Telephony)</td>

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          </tbody>
        </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation.

## Map Salesforce Queues to Partner Queues

If your contact center vendor doesn’t support Queue Management, you must create the queue in your partner system first, then map the queue to a Salesforce queue on the contact center details page.

If you haven’t already done so, enable Omni Channel, create a Service Channel, and create a Salesforce queue with the routing configuration set to external routing before this step.

1. In Setup, enter Contact Centers in the Quick Find box, then select **Partner Contact Centers** or **Partner Telephony Contact Centers**, depending on your setup.
2. Click the contact center name for which you want to map queues.
3. In the Queue Mapping section, click **Add**.
4. Map the Salesforce queue to the CCaaS provider’s queue. The Salesforce Queue dropdown shows queues that support the Messaging Session object or Voice Call object, use a routing configuration with the external routing model, and aren’t mapped yet. Each Salesforce queue can be mapped to one external queue.
    
    ![Add Queue Mapping for an externally routed queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging-queue-mapping.png)

This process is similar to how you map queues specifically for telephony provider queues. For partner contact centers, you can map one Salesforce Messaging, Voice, or combined Messaging and Voice queue to one queue on the partner's side.

## Add a Queue to Your Partner Contact Center

If your contact center vendor supports Queue Management, manage and map queues on the contact center details page under Contact Center Queues.

If you haven’t already done so, enable Omni Channel, create a Service Channel, and create a Salesforce queue with the routing configuration set to external routing.

Also, enable the queue management setting in the Salesforce Voice setup before these steps. From Setup, enter Partner Telephony Setup in the Quick Find box, and then select **Partner Telephony Setup**. Enable **Update Partner Telephony Queues and Groups**.

![Enable the Update Partner Telephony Queues and Groups setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_ccaas_enable_queue_management.png)

1. From Setup, enter Contact Centers in the Quick Find box, and then select **Partner Contact Centers** or **Partner Telephony Contact Centers**, depending on your setup.
2. Click the contact center name for which you want to add and map queues.
3. In the Contact Center Queues section, click **Add**.
4. Select the Salesforce queue that you want to add to the contact center.
5. Choose to automatically create the corresponding queue in the CCaaS partner system (recommended) or select a preexisting CCaaS partner queue.
6. Add members of the contact center to the queue.
7. Select **Finish**.

#### See Also

- [Map Your Salesforce Queues to Telephony Provider Queues](https://help.salesforce.com/s/articleView?id=service.service_map_queues.htm&type=5&language=en_US)