Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.
This article applies to Salesforce Voice with Partner Telephony.
Note To use unified routing, you must enable Enhanced Omni-Channel. Also, to use unified routing
for partner telephony, you must set the ConversationVendorInfo.VendorType as
ServiceCloudVoicePartner.
- Set Up Omni Flow
Before enabling unified routing for a contact center, make sure that you set up an omni flow. - Configure Unified Routing For Partner Telephony
Use the unified routing option in the contact center details page to enable or disable unified routing for the contact center. - Limitations of Unified Routing for Partner Telephony
Consider the limitations when you set up and use unified routing for partner telephony.